ESPO ICT

products and services

customer satisfaction


	Customer Satisfaction ESPO looks after members procurement needs in 3 main ways and we value the opinions of our customers and would be grateful if you could spare a few moments to complete the following questionnaire on any or all of the 3 ways detailed below: 1. ICT Items purchase from ESPO warehouse via the General Catalogue (see Section A). 2. Items purchased via one of the ICT Framework Agreements (see Section B). 3. Service provided by an ESPO ICT Officer in assisting with a specific one-off project purchase (see Section C). Name: Address: Postcode: Contact Name: Tel No: Fax No: Email: Website: Section A - General Catalogue 1. What do you buy from ESPO in terms of ICT products and services? Most of our consumable/small item purchases Only selected items, but on a regular basis Only for items inconvenient to purchase elsewhere 2. Does ESPO offer what you need in terms of ICT products and services? Do you find our range of products…. Excellent Good Fair Poor 3. How do you rate ESPO prices in terms of ICT products and services? Excellent value Competitive Acceptable Expensive 4. What is most important to you? Please nominate your FOUR most important aspects of purchasing products from the ESPO general catalogue. Please number 1 to 4 (descending order of priority) in relevant boxes. Choice Value for money Maximum 5 working day delivery Protection/Purchasing Compliance No quibble returns policy Friendly & efficient response Clearly understandable invoices Quality assured Quick & reliable Stable prices Other 5. How could ESPO improve? Which FOUR service and/or relationship improvements would you most like to see? Shorter delivery times Improved quality of goods and services More efficient response to enquires Lower prices across the range An annual rebate or loyalty bonus More curriculum support items More discounted bulk purchase opportunities Quicker and more effective response when something goes wrong Other …please specify Section B – ICT Framework Agreements How well do you feel the supplier performed? (please tick) Please indicate the ESPO contract number and supplier. E.g. Contract 113, Dell. 1. Price Stability Poor Satisfactory Good Excellent Good 2. How do you rate their administration/accounting practices and procedures? Poor Satisfactory Good Excellent 3. How is their performance in dealing with the majority of problems experienced? Poor Satisfactory Good Excellent 4. How do you rate the quality of our products? Poor Satisfactory Excellent 5. How do you rate the quality of our services? Poor Satisfactory Good Excellent Section C - Service provided by an ICT ESPO Officer How well do you feel an ICT ESPO Officer performed? Please indicate the product or service you received from ESPO? E.g. Fax machine or advice on photocopiers. 1. How do you rate our administration/accounting practices and procedures? Poor Satisfactory Good Excellent 2. How is our performance in dealing with the majority of problems experienced? Poor Satisfactory Good Excellent 3. How professional is the level of understanding by the ESPO Officer of your supply/service requirement? Poor Satisfactory Good Excellent Please use the space below for any other comments you have.