DATE: MAINTENANCE NUMBER: «Job_Number» LOCATION(s): «Job_Name» SERVICE ACCOUNT MANAGER: «PM» MURPHY EXECUTIVE SPONSOR: «Project_Sponsor» Please rate as indicated (excellent, satisfactory, unsatisfactory) or N/A if not applicable. Excellent Satisfactory Unsatisfactory 1. Timely Response to Call 2. Familiarity with Equipment and Facility 3. Issue Resolved on First Call 4. Professionalism 5. Overall Communication 6. Technical Expertise 7. Concern for Your Company's Best Interest 8. Accurate Billing 9. Timely Billing How likely would you be to recommend Murphy Service to a friend in the industry? Would not Very Likely Likely Maybe Not Sure recommend Please share any specific comments on actions that could be taken to better meet your service needs. 05/2013
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Customer Satisfaction Scorecard Weighted Average Score (Scale 1-5) 1 -Dissatisfied 2 3 - Met Expectations 4 5 - Exceeded Expectations 1 - Timely Response to Call 4.14 0 1 3 3 7 1 2 - Familiarity with Equipment and Facility 4.47 0 1 1 3 10 0 3 - Issue Resolved on First Call 3.71 1 2 3 2 6 1 4 - Professionalism 4.87 0 0 1 0 14 0 5 - Overall Communication 4.20 0 2 1 4 8 0 6 - Technical Expertise 4.40 0 0 4 1 10 0 7 - Concern for Your Company's Best Interest 4.13 1 1 2 2 9 0 8 - Accurate Billing 3.29 2 3 3 1 5 1 9 - Timely Billing 3.00 1 5 4 1 3 1 Would Recommend? 4.27 1 0 2 3 9 0 N/A
Customer Prioritization Grid Current Relationship Good Better Great Min$ Medium$$ Max$$$ Current Opportunities Use the above grid to list key accounts/opportunities respective to the depth of the current relationship and the extent of the current opportunities (Great Strong relationship with key decision makers, little to no anticipated competition, customer sees you as a valuable partner, and shows a strong preference toward working with you; Better/Good Anything less than the qualifiers for Gold. Prioritize as appropriate). Focus premium sales time/efforts on those opportunities with the greatest likelihood of achieving a positive outcome. Other opportunities may not need to be completely neglected, but make sure to allow for enough time, energy, and resources to keep the prime opportunities from falling through the cracks.
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