DOCUMENT

MODL - OA4 Customer Service Exam

  • ENTITY TYPE: City/Township
  • TYPE OF DOCUMENT: MODL - Model, Templates
This document is a customer service survey conducted by the Materials Management and Inventory Control divisions of the City of Peoria. The purpose of the survey is to gather feedback from customers regarding the services provided, training practices, and customer service skills. The survey consists of multiple sections and questions, with customers being asked to rate various aspects of the divisions' performance on a scale from "Not Clear at All" to "Outstanding." The first section focuses on the overall understanding and direction of the city's procurement code, with questions about the explanations provided by staff. The second section asks about the training provided for the procurement code, procurement card program, Peoplesoft purchase requisition module, and Peoplesoft material stock request module. The third section addresses procurement transactions, with questions about the processing timelines for formal bids, formal proposals, and purchase orders, as well as the items stocked in the warehouse. The fourth section evaluates customer service based on responsiveness, courtesy, helpfulness, knowledge of issues, and overall service. The fifth section asks for comments and suggestions on the procurement process, training improvement, improvements to the Peoplesoft modules, and changes to the procurement/warehouse process. The document also includes an external customer survey section, where customers from external companies are asked to rate their satisfaction with the divisions' services, staff professionalism, request processing time, overall satisfaction with procurement transactions, and the usefulness of the Materials Management webpage. Customers are also asked about the response time to their calls and emails. The survey concludes with a thank you message and a request to return the survey to the City of Peoria Materials Management/Survey address.
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