Print Management and Associated Services State Purchase Contract - Customer Satisfaction Survey

Customer Satisfaction Survey

This customer satisfaction survey for the services provided by Finsbury Green as the service provider for the provision for Print and Associated Services (PMAS) State Purchase Contract (SPC).

This survey is managed by the Department of Treasury and Finance (DTF) as the Lead Department.

For your feedback to be considered, please ensure to provide your name, contact details and department / agency.

All responses are confidential and will be provided directly to DTF's Category Manager for the PMAS SPC. De-identified feedback will be provided to Finsbury Green as well as being presented at PMAS SPC URG forums.

For all scores 2 or below, please ensure to provide supporting commentary on the reasons for that score.

The first part of the survey seeks to determine your knowledge of the services provided by Finsbury Green and your overall satisfaction of the services that they deliver.

Question Title

* 1. Contact Details

Name

Department / Agency

Email Address

Phone Number

Question Title

* 2. Which of the following products and services does Finsbury Green provide to you?

Print Services - Offset and Digital Printing

Mailing Services

ePublishing

Warehousing and Distribution

If you use other services, which services do you use?

Question Title

* 3. How often do you use Finsbury Green's services?

Weekly

Monthly

Quarterly

Not Often

Weekly

Monthly

Quarterly

Not Often

Comments

Question Title

* 4. How would you rate Finsbury Green's ability to provide accurate quotes within agreed timeframes?

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 5. How would you rate the quality of products provided to you?

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1- Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1- Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 6. How do you rate Finsbury Green's on time delivery performance?

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 7. How would you rate the accuracy of Finsbury Green's invoices?

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common errors

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 8. For any invoicing issues, are they resolved within a 28 working day period?

Yes

If no, can you please provide an example?

Question Title

* 9. How would you rate the scope of reporting provided by Finsbury Green?

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 10. Are you satisfied with the frequency of reporting provided by Finsbury Green?

5 - Outstanding
Exceptional reports, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

5 - Outstanding
Exceptional reports, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 11. As an overall experience, how satisfied are you with Finsbury Green?

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

In this part of the survey we are seeking feedback on the performance of Finsbury Green and their effectiveness at delivering products and services to you.

Question Title

* 12. How often are you in contact with Finsbury Green?

Weekly

Monthly

Quarterly

Not Often

Weekly

Monthly

Quarterly

Not Often

Comments

Question Title

* 13. How responsive / accessible are your contacts at Finsbury Green?

5 - Outstanding
Always available when required

4 - Very good
If not available, I'm usually contacted within two hours

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Rarely available and I often need to call back to chase them

1 - Unsatisfactory
Well below expectations, never returns calls

N/A

5 - Outstanding
Always available when required

4 - Very good
If not available, I'm usually contacted within two hours

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Rarely available and I often need to call back to chase them

1 - Unsatisfactory
Well below expectations, never returns calls

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 14. Where appropriate, is Finsbury Green proactive in proposing alternative options or considerations?

5 - Always

4 - Often

3 - As required

2 - Not often

1 - Never

N/A

5 - Always

4 - Often

3 - As required

2 - Not often

1 - Never

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

Question Title

* 15. How would you rate the effectiveness of Finsbury Green in resolving issues that may arise for time to time?

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

5 - Outstanding
Exceptional performance, the highest standard

4 - Very good
Complete, above average, high standard

3 - Acceptable
Meets the standard of performance required

2 - Below Average
Noticeable deficiencies, barely acceptable

1 - Unsatisfactory
Severely lacking, well below expectations, common

N/A

If you have scored Finsbury Green a 1 or 2, please provide your reasons

This is to identify areas where Finsbury Green may be able to add value to the services they currently deliver.

Question Title

* 16. How important is sustainability and/or social procurement principles in selecting suppliers?

5 - Important

4- Fairly Important

3 - Important

2 - Slightly Important

1 - Not at all important

N/A

5 - Important

4- Fairly Important

3 - Important

2 - Slightly Important

1 - Not at all important

N/A

Please provide your reason for your choice

Question Title

* 17. How important is the Green Star Rating system in selecting suppliers for your print jobs?

5 - Important

4- Fairly Important

3 - Important

2 - Slightly Important

1 - Not at all important

N/A

5 - Important

4- Fairly Important

3 - Important

2 - Slightly Important

1 - Not at all important

N/A

Please provide a reason for your choice.

Question Title

* 18. Do you feel that you are able to easily choose the supplier of your choice when required?

Yes

If no, please provide your reason(s)?

Question Title

* 19. Do you feel that you are getting a value for money print management service through Finsbury Green?

Yes

If no, please provide your reason(s)?

Additional Comments and Suggestions

Question Title

* 20. Please provide any additional comments or suggestions that you think is important and relevant that can contribute to:
● improved service levels
● improved delivery of services
● increased value for money

Thank you for taking the time to complete this survey.

Question Title

* 1. Contact Details

Question Title

* 2. Which of the following products and services does Finsbury Green provide to you?

Question Title

* 3. How often do you use Finsbury Green's services?

Question Title

* 4. How would you rate Finsbury Green's ability to provide accurate quotes within agreed timeframes?

Question Title

* 5. How would you rate the quality of products provided to you?

Question Title

* 6. How do you rate Finsbury Green's on time delivery performance?

Question Title

* 7. How would you rate the accuracy of Finsbury Green's invoices?

Question Title

* 8. For any invoicing issues, are they resolved within a 28 working day period?

Question Title

* 9. How would you rate the scope of reporting provided by Finsbury Green?

Question Title

* 10. Are you satisfied with the frequency of reporting provided by Finsbury Green?

Question Title

* 11. As an overall experience, how satisfied are you with Finsbury Green?

Question Title

* 12. How often are you in contact with Finsbury Green?

Question Title

* 13. How responsive / accessible are your contacts at Finsbury Green?

Question Title

* 14. Where appropriate, is Finsbury Green proactive in proposing alternative options or considerations?

Question Title

* 15. How would you rate the effectiveness of Finsbury Green in resolving issues that may arise for time to time?

Question Title

* 16. How important is sustainability and/or social procurement principles in selecting suppliers?

Question Title

* 17. How important is the Green Star Rating system in selecting suppliers for your print jobs?

Question Title

* 18. Do you feel that you are able to easily choose the supplier of your choice when required?

Question Title

* 19. Do you feel that you are getting a value for money print management service through Finsbury Green?

Question Title

* 20. Please provide any additional comments or suggestions that you think is important and relevant that can contribute to: ● improved service levels● improved delivery of services● increased value for money

* 20. Please provide any additional comments or suggestions that you think is important and relevant that can contribute to:
● improved service levels
● improved delivery of services
● increased value for money