Customer Satisfaction Survey

QUESTIONNAIRE
[Bahasa Melayu]
Dear Valued Customer,

We are interested to know your opinion on our E-INFO service so that we may further improve it to serve you better.
Please answer the following questions. We assure you that all replies will be treated with strict confidentiality.

Personal Particulars

1.	Name	:
2.	Occupation	:
3.	Organization	:	Public Sector Private Sector Others (please specify)
			Name of organization :
4.	Email Address	:
5.	Date	:	Mon, 8th Sep 2008

Questions

1.	How did you come to know about e-info?

	Advertisement Pamphlet SSM's website/hotline Friends Others

	If others, please state

2.	How often do you use e-info?

	Daily Weekly Rarely Once

	If Weekly, no of times use
	If Rarely, no of times use

3.	Which type of information do you normally purchase through e-info?

	Company Information Business Information Both

4.	Are you satisfied with the quality of the information printouts purchased through e-info?

	Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied

5.	How would you rate the speed of conducting transactions through e-info?

	Very Fast Fast Average Slow Very Slow

6.	How would you rate the user registration steps via SSM’s website (www.ssm.com.my)?

	Very Easy Easy Neutral Difficult Very Difficult

7.	How would you rate the procedure for selecting information to be purchased?

	Very Easy Easy Neutral Difficult Very Difficult

8.	How would you rate the fees charged for e-info transactions?

	Very Reasonable Reasonable Neutral Unreasonable Very Unreasonable

9.	Did you encounter any problems during or after conducting your e-info

	Yes No (please proceed to question 13)

10.	Did you contact the e-info call centre at 1-300-30-8686?

	Yes No (please proceed to question 13)

11.	Did the staff at the e-info call centre manage to solve your problem?

	Yes No (please proceed to question 13)

12.	Are you satisfied with the response and assistance given by the call centre staff?

	Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied

13.	Is purchasing information through e-info convenient for you?

	Very Convenient Convenient Neutral Unconvenient Very Unconvenient

14.	Do you still conduct Over-the-counter (OTC) transactions despite having via E-info?

	Yes (please state why?)
	No

15.	Overall, how would you rate the E-info service:

	Excellent Good Average Poor

16.	Please provide any recommendations/suggestions on how the e-info service can be improved.



17.	Please suggest other online services SSM should offer.



Thank you for participating in our survey. Your answer will be used to further improve our service to you.