Having received and listened to so many comments about the call Centre, particularly the difficulties experienced when reporting repairs, and the standard in which these repairs are carried out by engineers and contractors, SGTO has now designed an online form which can be completed and sent back to us instantly by clicking the Submit button.

We would like to know about your experience of the Call Centre either good or bad. Our intention is to compile a list of your comments and forward it to the appropriate department.

Survey Form

Name of Estate

First Name Surname

Address:

The Call Centre

1.1 When did you last contact the Call Centre to report repairs

1.2 Time taken to answer your call minutes

1.3 Were you placed on hold during this call? Yes No

1.4 Was your repair/s dealt with successfully with one call

YesNo

1.5 If no, please state the number of times you had to call to report the same repair/s

1.6 On a scale of 1-10 (with 10 indicating excellent and 1  indicating very poor), how would you score the following:

Helpfulness      

Knowledge       

Understanding  

Communication

How would you score the overall experience of your contact with the Call Centre?

2.Appointment

2.1 How would you score the reliability of your appointment?  (1-10)

2.2 Was your call an emergency? YesNo

2.3 Please give a brief description of the nature of your call

3.Service Delivery

3.1 Was your repair completed satisfactorily? Yes No

3.2 How would you score the effectiveness of the engineer/s who carried out your repair/s

3.3 Was there any missed or cancelled appointment? YesNo

3.4 If yes, did you receive or give any notification for cancelling the appointment? YesNo

3.5 Please give reasons, if any, for missed or cancelled appointment/s, either by you or engineer/s 

3.6 Are you aware of your right to compensation for missed appointment/s? YesNo

3.7 What improvement, if any, can you suggest to enhance service delivery of the Call Centre

May we contact you if we require further clarification for your remark? YesNo