Customer Satisfaction Evaluation Questionaire - A voz do cliente - Qualidade e Ambiente - Compromissos

The objective of the present questionnaire is to evaluate the quality of the services provided by Ferrovial Serviços (FS) and to promote its continuous improvement, considering your expectations and suggestions.

Company/Institution : *

Activity/Services provided : *

Person in charge of Reply : *

E-mail : *

Address : *

Job/Function : *

Phone/Mobile : *

Please evaluate the service we provide to you, noting your degree of satisfaction in each of the aspects mentioned below. If the question is not applicable, please tick in N.A.
All questions marked with (*) are mandatory.

QUALITY OF SERVICES PROVIDED

1 - SERVICES PROVIDED

1.1 - The range of services provided meets your needs : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

1.3 - Compliance with agreed deadlines : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

1.5 - The services provided are in accordance with what has been agreed : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A

1.2 - The support provided for proper management of waste generated is satisfactory : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A

1.4 - Schedule of services provided : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A

1.6 - Overall Satisfaction : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A

Comments :

2 - INFORMATION REPORTING AND DOCUMENTATION

2.1 - Ease of understanding facilitated documentation : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A

2.3 - Level of satisfaction with improvement suggestions by Ferrovial Serviços : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

2.2 - Degree of understanding of the description of the parameters included in FS Invoice : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A

2.4 - Overall Satisfaction considering all the information and documentation submitted : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

Comments :

3 - EQUIPMENTS, VEHICLES AND FACILITIES

3.1 - Suitability of equipment, vehicles and facilities used in the provision of services : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

3.3 - Overall satisfaction concerning equipment, vehicles and facilities : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

3.2 - State of cleanliness and maintenance of equipment and / or facilities used to provide services : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

Comments :

4 - EMPLOYEES OF FERROVIAL SERVIÇOS

4.1 - Relationship with the employees of the Ferrovial Serviços and those with the locals/customer's employees : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

4.3 - Commitment and initiative in the performance of their duties and responsabilities, providing solutions to different work/users requests : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

4.5 - Overall satisfaction with Ferrovial Serviços workers : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

4.2 - Compliance with quality, environment and safety rules, and overall presentation : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

4.4 - Sense of responsibility, punctuality and attendance : *

Very Poor
Unsatisfactory
Averagea
Satisfactory
Superior
N.A

Comments :

5 - MANAGEMENT / TECHNIQUE / SALES TEAMS

5.1 - Personalized service by Ferrovial Serviços. : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

5.3 - Confidence level transmitted by employees of Ferrovial Services : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

5.5 - Agility in handling customer complaints : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

5.7 - Overall Satisfaction concerning the administrative,technical and commercial teams : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

5.2 - Effectiveness in the management of your proposals and consultations : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

5.4 - Capacity to immediate decision of your normal representative (usual contact person) : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

5.6 - Understanding of your specific needs (customer requirements). : *

Very Poor
Unsatisfactory
Average
Satisfactory
Superior
N.A.

Comments :

6 - Which factors are most important to you, in our services ? Regarding the factors set out in paragraphs 1 to 5, indicate the most important : *

1 - Services Provided
2 - Information/Reporting and Documentation
3 - Equipment, vehicles and facilities
4 - Employees of Ferrovial Serviços
5 - Management / Technique / Sales Teams

7 - Use this space for any questions or comments/ suggestions/ opinions you may have, that you consider relevant for the improvement of the services provided by our company :