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On a monthly basis, the Tech Support Manager should generate a statistically valid random sample of its clients, and a User Satisfaction Survey Template should be prepared and addressed to each of the clients. The user(s) should have had sufficient time to use the equipment, experience any problems, and determine their degree of satisfaction with the product/service. The User Satisfaction Survey Template includes user orientation, general comments, current usage, future requirements, and more.
When an ITAD110-2 USER SATISFACTION SURVEY is returned, it is to be routed to the Quality Assurance Manager for analysis and inclusion in a summary report. The survey may be maintained by the QA Manager in a master chronological file for comparison with previous and subsequent user satisfaction data. The Tech Support Manager is responsible for taking any corrective action or addressing user concerns. The Tech Support Manager should contact the user and resolve the situation as quickly as possible and to the satisfaction of the user.
A copy of the User Satisfaction Survey Summary Report, prepared by the Quality Assurance Manager, should be forwarded to all Information Technology Department managers for their review and possible corrective action.