Customer Satisfaction Survey - Telecommunications Infrastructure Company

Customer Profile

Company / Organization Name

Company website

Received service(s) from TIC

4. Do you have experience of receiving the above services from another supplier?

YesNo

5. Do you have a representative in Iran?

YesNo

6. Company type

Non-governmentalgovernmental

List of your board of directors

Country of company incorporation

Date of company incorporation

MM/DD/YYYY

Date of company incorporation

Company activity

Address

Tel

Service communication and visibility

1. Clarity of service updates via website, LinkedIn, etc

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2. Quality and accessibility of communication channels

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3. Availability of UpToDate service information (Website, LinkedIn, …)

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Price and payment (Commercial.invoice@tic.ir)

1. The proportion of services received with the amount paid

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2. Accuracy and transparency of invoices

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3. Flexibility of payment methods

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4. Effectiveness of the financial dispute resolution process

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5. Timeliness of invoice issuance and due dates

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6. Responsiveness of the billing accounting team

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Technical team support (NOC@tic.ir, lct-tech@tic.ir)

1. Geographical distribution of interconnection points

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2. Service availability in requested border points

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3. Speed of service commencement

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4. Professionalism and technical knowledge of support staff

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5. Responsiveness of technical support (NOC and LCT staff)

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6. Effectiveness and speed of problem resolution

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7. proactive alerts before down-times or planned events

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8. Technical support required by the customer

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9. Staff follow ups regarding technical problems and complaints

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10. Timely access to technical staff during outages

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Sales team efficiency (Commercial.contract@tic.ir)

1. Skills, knowledge and attitude of the sales department staff

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2. Transparency and openness in providing information during purchasing/contracting

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3. Time from initial request to signed contract

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4. Professionalism and clarity of email communication (tone, structure, timeliness)

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5. Clarity and completeness of service explanations

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6. Compliance with contract terms and commitments

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Customer coordination (commercial.info@tic.ir)

1. The staff’s accessibility (in person and/or electronically)

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2. Professionalism in communication (Courtesy, clarity in written/spoken interactions)

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3. Transparency in escalating concerns and customer needs

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Summary

1. Trust in TIC professionalism

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2. Overall satisfaction with TIC company performance

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Evaluation of Service Satisfaction

1. International capacity transit

PriceSOF ClarityService optionsSLA Compliance(If countersigned)Quality of serviceNo. of POPs

2. International IP transit

PriceSOF ClarityService optionsSLA Compliance(If countersigned)Quality of serviceNo. of POPs

3. Equipment maintenance

PriceSOF ClarityService optionsSLA Compliance(If countersigned)Quality of serviceNo. of POPs

4. Collocation

PriceSOF ClarityService optionsSLA Compliance(If countersigned)Quality of serviceNo. of POPs

5. MPLS

PriceSOF ClarityService optionsSLA Compliance(If countersigned)Quality of serviceNo. of POPs

Suggestion/criticism received in survey 2023

1. Effectiveness and speed of problem resolution by technical team

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2. Clarity of service updates via website, LinkedIn, etc.

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3. SLA Compliance (If countersigned)

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4. The timeliness of providing price quotes for services

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5. The high volume of administrative bureaucracy

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6. Delays in responding to requests

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7. Availability of UpToDate service information (Website, LinkedIn, …)

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8. The proportion of services received with the amount paid

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9. Timely access to technical staff during outages

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10. Time from initial request to signed contract

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11. Brochures introducing company services

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12. Online meetings and interactions

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Customer Descriptive Comments

a) Areas of dissatisfaction

b) Suggestions

c) Suggested services

d) Please describe any noticeable improvements or declines TIC international sales compared to last year?

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