| Mitel Value Added Reseller Customer Satisfaction - 2004/2005 |
| Prepared by: | | | | Prepared for: | | | | |
 | | | | Verge Network Solutions, Inc | | | | |
| | | | | Glen Patterson | | | | |
| | | | | glen.patterson@vergenetwork.com | | | | |
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| Service Quality Ratings |
| | | | | (note all scores are out of a maximum of 100) | | | | |
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| Overall, your customers rated their level of satisfaction as a | 96 | | | CONGRATULATIONS! Your score is higher than the minimum required score of 80! | |
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| Average score for your region was | 91 | | | | | | | |
| The North American average was | 90 | | | | | | | |
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| You rank | 7 | out of | 73 Participating Companies | | | | | |
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| Sales | Installation |
| | Your Score | North America | Regional | | Your Score | North America | Regional | |
| The Reseller understood my needs | 95 | 90 | 90 | The installation team was knowledgeable about our installation requirements | 96 | 91 | 91 | |
| The Reseller responded in a timely manner to my inquiries | 96 | 89 | 90 | The Reseller kept in contact during the installation process to ensure that things ran smoothly | 96 | 89 | 89 | |
| The Reseller was friendly and courteous | 97 | 97 | 94 | The installation team kept to the time frames agreed upon at the beginning of the installation process | 95 | 90 | 90 | |
| | | | | The Reseller contacted me after the installation process was complete to see if we had any questions or concerns | 92 | 87 | 87 | |
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| Maintenance and Repairs | Repurchase and Recommendation |
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| They are able to come to make repairs in a timely manner | 95 | 89 | 90 | % that would purchase from VAR again | 100% | 97% | 98% | |
| They are able to make repairs that are effective | 96 | 90 | 91 | % that would recommend VAR to a friend or colleague | 100% | 96% | 97% | |
| The on-going maintenance they perform is within reasonable timeframes | 95 | 90 | 90 | % that would purchase a Mitel product again | 94% | 98% | 98% | |
| Their service staff are courteous | 96 | 94 | 95 | % that would recommend Mitel products to a friend or colleague | 94% | 96% | 97% | |
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| Sales Related Comments | Installation Related Comments |
| Lower price | |
| An after hours number to call | |
| Not having surveys | |
| More proactive ways to roll out patches in the system | |
| Maintenance and Repair Related Comments | |
| Would like to have Felix every time as more knowlegable | |
| Bringing the phone company in quicker | |
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