CUSTOMER SATISFACTION INFORMATION FORM

In order to help us improve the quality of our services, kindly fill the following questionnaire and return it to us by e-mail at your best convenience. Thank you for helping us in this endeavour. You receive this questionnaire because you have contracted our services in the past, either directly or indirectly. The filling of this form will take no more than ten minutes and will contribute to maintaining our objectives: dedication to the pursuit of excellence through customer satisfaction in Quality Evaluation, Research and Planning Services.

1. Number of persons contracted and names: one, Christian Bugnion de Moreta

2. Title of project, programme or policy: LAPP, Latin America Peacekeeping Partnership Project

2.b. Mission date: November and December 2012

3. Type of service (Please tick as appropriate)

Evaluation:                 X

Planning mission:

Research:

Other (specify):

4. Please appraise the overall quality of services undertaken

(on a scale of 0 –lowest- to 10 –highest-): __9___

5. Regarding our staff, please appraise (on a scale of 0 –lowest- to 10 –highest-)

1. skills                     : __9___
2. knowledge            : __9___
3. attitude                 : __8___
4. commitment         : __9___

6. Please also indicate the level of appropriateness of the methodology and methodological tools that were used during the assignment

(on a scale of 0 –lowest- to 10 –highest-) : __9__

7. Kindly appraise the quality of the final report delivered (on a scale of 0 –lowest- to 10 –highest-)  in terms of :

1. style         : _9____
2. content     : _8____
3. clarity       : _8____
4. format       : _8____
5. length        : _10____
6. answering the TOR : _9____

8. Kindly indicate the level of usefulness and utilisation of the services rendered

(on a scale of 0 –lowest- to 10 –highest-) : _9____

9. Did our services contribute to positive change within your organisation? Please tick as appropriate:

Yes              No                Not applicable  X

If no, why?

10. Did our services contribute to improved practices within your organisation?

Yes               No X            Not applicable

If no, why?  NO was checked as there is no “not-yet” box.  The evaluation process has given us a better understanding of the need to address the issue in the design phase of a project.  We have not yet had an opportunity to incorporate this newly found knowledge into the design of a project.

11. Have our services contributed to obtaining increased donor support?

Yes               No                Not applicable X

If no, why?

12. How do our services compare to that of our competitors (other companies):

Better                       Same                                    Worse

Please explain

This is the first time that we have done this type of evaluation and we have nothing to compare it against.

12. Please list our strengths

• Language skills
• Knowledge of the region
• Experience

13. Please list our weaknesses

• Lack of peacekeeping knowledge
• Lack of knowledge about the funding mechanisms of the Government of Canada

14. What can be improved?

• From a Pearson Centre perspective, I think that the ToRs should have better addressed our expectations as to the format of the final report.

Please indicate your name:  Michael Snell

Your title and your organisation: Project Manager, LAPP project

Current date: 28 February 2008

Thank you for your time and kind collaboration and for helping us better serve you.