Service Handover Interview - Overview & Tracking

May 25, 2024

Question 1:

The solution (Omni Sense/Other) has been implemented for your business, and it's crucial for us to ensure that our engineer has effectively tested these services with you, meeting your expectations. Are you satisfied with how the process was conducted?

Yes/No

Question 2: If training was applicable only, otherwise skip question 

Do you feel that SD ENGINEER NAME provided sufficient training for both you and the relevant team to comfortably use the solution? *Only applicable to specific product/service that required training

Rating 1-10

Question 3: Let's start by evaluating your first engagement with our Sales team led by X (or X if applicable), who identified and understood your problem statement before proposing the current solution. How would you rate their ability to comprehend your issues and offer an appropriate solution, taking into account their professionalism and knowledge about the product? 

Rating 1-10

Question 4:

Moving on to our Finance department responsible for ensuring all financial documents adhere to regulations, how would you rate their professionalism during the account set-up process?

Rating 1-10

Question 5:

Now let’s consider the Service Delivery/SD Team responsible for deploying the solution – they ensure understanding of internal business processes and effective communication throughout installation; do you feel this process was followed appropriately? Also, how would you rate their professionalism and communication throughout this phase?

Rating 1-10

Question 6:

Next up is our support team – have you engaged them regarding any issues or tickets? If so, how prompt were they in addressing them? Also, did they demonstrate an understanding of your problems along with achieving first-time resolution? 

Rating 1-10

Question 7:

If there’s one thing or maybe two or three things that could have improved this experience significantly - what changes do suggest within this process where we can make substantial improvements?

Answer

Add here