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Customer Satisfaction Evaluation Unit

(Council of Scientific & Industrial Research)

NCL-Campus, Dr. Homi Bhabha Road,

Pune 411 008.

Tel (020) 2589 3718 Telefax: (020) 2589 3104 Email: bdu@neeri.res.in

CUSTOMER SATISFACTION FEEDBACK FORM

Project ID No		Title of the project:
CSIR laboratory name:		Project Completion date:
Project initiation date:		Cost of the Project:
Name of Project Leader:

Please use 5-point scale to indicate your satisfaction level below. The 5-point scale ranges from 1
being least satisfied to 5 being most satisfied.

I: Responsiveness, Facilities and Infrastructure

1) Support services (main-gate, reception, telephone operator, hospitality etc.) ...

1. 2. 3. 4. 5.

2) Business development group ………………………………………..

1. 2. 3. 4. 5.

3) Development and finalization of Proposal (including agreement) ……….

1. 2. 3. 4. 5.

4) Operation/Maintenance of facilities and Infrastructure ……………..

1. 2. 3. 4. 5.

II: Interaction with Project Team during implementation

1) Commitment towards Project ……………………………………….

1. 2. 3. 4. 5.

2) R&D Competence …………………………………………………...

1. 2. 3. 4. 5.

3) Project implementation Strategy ……………………………………

1. 2. 3. 4. 5.

4) Flexibility in adopting changes during project ……………………...

1. 2. 3. 4. 5.

5) Adequacy of the effort ………………………………………………

1. 2. 3. 4. 5.

6) Value System (Confidentiality, Ethical issues, etc.) ……………………………

1. 2. 3. 4. 5.

7) Accessibility of the team leaders/members …………………………

1. 2. 3. 4. 5.

III: Deliverables

1) Comprehensiveness …………………………………………………

1. 2. 3. 4. 5.

2) Time frame observance ……………………………………………..

1. 2. 3. 4. 5.

3) Quality of work ……………………………………………………...

1. 2. 3. 4. 5.

4) Presentation of final Report …………………………………………

1. 2. 3. 4. 5.

5) Relevance of output to meet the customer needs …………………...

1. 2. 3. 4. 5.

6) Content of Innovation ……………………………………………….

1. 2. 3. 4. 5.

IV: General Remarks

Please tick-mark the appropriate response options for the following questions.

1) Would you like to repeat business with the laboratory? Yes No

Please provide reason

2) Would you recommend this laboratory to others for R&D Services? Yes No

Please provide reason

3) Level of Overall Satisfaction

Poor Fair Good Very Good Excellent

Please feel free to provide additional information on your experience with the laboratory and the areas where it could improve (use a separate sheet).

Name of Customer:

Date and Seal:

Customer Signature

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