COOPERATIVE PROCESSING RESOURCES

  

10300 N. Central Expressway

Suite 228

Dallas, Texas 75231

Tel 214-739-6170

Fax 214-739-6762

Cumulative Results of the CPR 2002 Customer Satisfaction Survey

183 Surveys were sent to our member agencies on May 24, 2002. We received 47 completed surveys from 38 member agencies. We will be sending another Customer Satisfaction Survey in September so we can measure our results.

We wish to thank the members who participated in the survey.

Performance Scale used: 5= Excellent, 4= Good, 3= Satisfactory, 2=Fair, 1= Poor, 0= No Opinion

 

Survey Question

Cumulative Rating

June 30, 2002

Technical Support

  

Availability of support: the degree to which you can contact CPR technical support

  

1.) During regular business hours

3.59

2.) After hours via emergency pagers

3.71

3.) Holidays

3.17

Responsiveness of support: the degree to which CPR reacts promptly to your request

3.05

Timeliness of support: the degree to which the job is accomplished within the agreed time frame

2.93

Completeness of support: the degree to which the total incident is resolved

2.79

Pleasantness of support: the degree to which CPR Staff uses professional behavior and manners

3.60

Overall satisfaction with support

3.07

Software DMS CORE

  

Correctness: the degree to which the software meets customers’ specifications

3.19

Reliability: the extent to which programs perform intended functions with precision

3.26

Usability: effort required to understand output and reports from programs

2.95

Overall Satisfaction with the DMS Core System

3.08

Software Development

  

1.) Usefulness of new features included in the CPR 01 Release

3.21

2.) Quality of the CPR 01 Release.

2.54

3.) Opinion of the DMS Lite™ if you have tested it to date

2.42

4.) Opinion of the DMS Web™ either the Test Database or the live Central Hosting Project

2.28

 

Survey Question

Cumulative Rating

June 30, 2002

Hardware and Software Procurement

  

1.) Cycle time for completion of Hardware/Software price quotes.

4.18

2.) Quality of CPR recommended Hardware/Software configurations.

3.36

3.) Quality of delivered products.

3.48

Training and Documentation

  

1.) Quality and availability of new customer training on DMS CORE and UniVerse

3.22

2.) Quality and availability of DMS training for existing customers

2.92

3.) Quality and availability of User Guide and Reference Manual

3.16

4.) Usability of the documentation

3.02

5.) Accuracy of the documentation

3.00

6.) Training personnel are knowledgeable and professional

3.83

7.) Location and quality of CPR training facility

3.23

8.) CPR’s communication of the available training

3.28

Overall Satisfaction of CPR Documentation

3.05

Communications

  

1.) Monthly Activity Report

3.45

2.) Monthly DMS Lite™ Capabilities Score Card

3.46

3.) OPS Notes

3.36

4.) Board Meeting Minutes

3.74

Overall Views about CPR

  

1.) CPR understands the service needs of my Agency

3.05

2.) How satisfied are you with the amount of contact between your agency’s and CPR Customer Service Management

2.95

3.) Rate the CPR Marketing and Sales Service

3.57

4.) Rate the value of CPR’s Services compared with the price paid

2.18