Master Agency Media Services State Purchase Contract - Customer Satisfaction Survey

Customer Satisfaction Survey

Thank you for completing this customer satisfaction survey as your feedback is important.

This survey has been composed and is being managed by the Department of Treasury and Finance (DTF) as the Lead Department for the Master Agency Media Services (MAMS) State Purchase Contract (SPC).

DTF seeks your feedback on the services provided by MediaCom as the provider of the MAMS SPC. The survey questions are in line with the key performance indicators (KPIs) of the MAMS SPC.

Your responses will assist in assessing MediaCom's performance to these KPIs.

All responses are confidential and will be provided directly to DTF's MAMS SPC Category Manager.

For your feedback to be considered, please ensure to provide your name, contact details and department / agency.

Question Title

* 1. Contact Details

Name

Department / Agency

Email Address

Phone Number

Question Title

* 2. Before we start, can we please have some of your campaign details?

Campaign Name

Campaign Budget

Question Title

* 3. What advertising service did you engage?

Campaign Advertising

Functional Advertising

Question Title

* 4. What channel or type of advertising were used

Traditional - TV / Radio / Press

Traditional - OOH / Cinema / Magazines / Other

Digital - Facebook / Google

Digital - Other

Other (please specify)

Strategy

We will now ask you about several aspects of the service provided by the MediaCom.

For each question, please indicate the extent to which you agree with the statement shown, on a scale of 0 to 10, where ‘0’ is ‘completely disagree’, ‘5’ is ‘neither agree nor disagree’, and ‘10’ is ‘completely agree’.

Firstly, we will ask about strategy.

Question Title

* 5. To what extent do you agree or disagree with each of the following statements?

	0 - Strongly disagree	1	2	3	4	5	6	7	8	9	10 - Strongly agree	N/A
The strategy provided was an accurate representation of the brief	The strategy provided was an accurate representation of the brief 0 - Strongly disagree	The strategy provided was an accurate representation of the brief 1	The strategy provided was an accurate representation of the brief 2	The strategy provided was an accurate representation of the brief 3	The strategy provided was an accurate representation of the brief 4	The strategy provided was an accurate representation of the brief 5	The strategy provided was an accurate representation of the brief 6	The strategy provided was an accurate representation of the brief 7	The strategy provided was an accurate representation of the brief 8	The strategy provided was an accurate representation of the brief 9	The strategy provided was an accurate representation of the brief 10 - Strongly agree	The strategy provided was an accurate representation of the brief N/A
The campaign was delivered in accordance with the agreed strategy	The campaign was delivered in accordance with the agreed strategy 0 - Strongly disagree	The campaign was delivered in accordance with the agreed strategy 1	The campaign was delivered in accordance with the agreed strategy 2	The campaign was delivered in accordance with the agreed strategy 3	The campaign was delivered in accordance with the agreed strategy 4	The campaign was delivered in accordance with the agreed strategy 5	The campaign was delivered in accordance with the agreed strategy 6	The campaign was delivered in accordance with the agreed strategy 7	The campaign was delivered in accordance with the agreed strategy 8	The campaign was delivered in accordance with the agreed strategy 9	The campaign was delivered in accordance with the agreed strategy 10 - Strongly agree	The campaign was delivered in accordance with the agreed strategy N/A
The campaign was delivered in accordance with the agreed time frames.	The campaign was delivered in accordance with the agreed time frames. 0 - Strongly disagree	The campaign was delivered in accordance with the agreed time frames. 1	The campaign was delivered in accordance with the agreed time frames. 2	The campaign was delivered in accordance with the agreed time frames. 3	The campaign was delivered in accordance with the agreed time frames. 4	The campaign was delivered in accordance with the agreed time frames. 5	The campaign was delivered in accordance with the agreed time frames. 6	The campaign was delivered in accordance with the agreed time frames. 7	The campaign was delivered in accordance with the agreed time frames. 8	The campaign was delivered in accordance with the agreed time frames. 9	The campaign was delivered in accordance with the agreed time frames. 10 - Strongly agree	The campaign was delivered in accordance with the agreed time frames. N/A
MediaCom was proactive in proposing alternative options or consideration, where appropriate	MediaCom was proactive in proposing alternative options or consideration, where appropriate 0 - Strongly disagree	MediaCom was proactive in proposing alternative options or consideration, where appropriate 1	MediaCom was proactive in proposing alternative options or consideration, where appropriate 2	MediaCom was proactive in proposing alternative options or consideration, where appropriate 3	MediaCom was proactive in proposing alternative options or consideration, where appropriate 4	MediaCom was proactive in proposing alternative options or consideration, where appropriate 5	MediaCom was proactive in proposing alternative options or consideration, where appropriate 6	MediaCom was proactive in proposing alternative options or consideration, where appropriate 7	MediaCom was proactive in proposing alternative options or consideration, where appropriate 8	MediaCom was proactive in proposing alternative options or consideration, where appropriate 9	MediaCom was proactive in proposing alternative options or consideration, where appropriate 10 - Strongly agree	MediaCom was proactive in proposing alternative options or consideration, where appropriate N/A

Please free feel to provide an explanation for your score

Account Servicing

Next, we would like to ask about account servicing.

Question Title

* 6. To what extent do you agree or disagree with each of the following statements?

	0 – Strongly disagree	1	2	3	4	5	6	7	8	9	10 – Strongly agree	N/A
MediaCom was responsive to me	MediaCom was responsive to me 0 – Strongly disagree	MediaCom was responsive to me 1	MediaCom was responsive to me 2	MediaCom was responsive to me 3	MediaCom was responsive to me 4	MediaCom was responsive to me 5	MediaCom was responsive to me 6	MediaCom was responsive to me 7	MediaCom was responsive to me 8	MediaCom was responsive to me 9	MediaCom was responsive to me 10 – Strongly agree	MediaCom was responsive to me N/A
MediaCom demonstrated subject matter expertise	MediaCom demonstrated subject matter expertise 0 – Strongly disagree	MediaCom demonstrated subject matter expertise 1	MediaCom demonstrated subject matter expertise 2	MediaCom demonstrated subject matter expertise 3	MediaCom demonstrated subject matter expertise 4	MediaCom demonstrated subject matter expertise 5	MediaCom demonstrated subject matter expertise 6	MediaCom demonstrated subject matter expertise 7	MediaCom demonstrated subject matter expertise 8	MediaCom demonstrated subject matter expertise 9	MediaCom demonstrated subject matter expertise 10 – Strongly agree	MediaCom demonstrated subject matter expertise N/A
MediaCom was effective in resolving arising issues	MediaCom was effective in resolving arising issues 0 – Strongly disagree	MediaCom was effective in resolving arising issues 1	MediaCom was effective in resolving arising issues 2	MediaCom was effective in resolving arising issues 3	MediaCom was effective in resolving arising issues 4	MediaCom was effective in resolving arising issues 5	MediaCom was effective in resolving arising issues 6	MediaCom was effective in resolving arising issues 7	MediaCom was effective in resolving arising issues 8	MediaCom was effective in resolving arising issues 9	MediaCom was effective in resolving arising issues 10 – Strongly agree	MediaCom was effective in resolving arising issues N/A

Please free feel to provide an explanation for your score

Budget and Invoicing

Next, we would like to ask about several aspects of campaign finance, including budgeting and invoicing.

Question Title

* 7. To what extent do you agree or disagree with each of the following statements?

	0 – Strongly disagree	1	2	3	4	5	6	7	8	9	10 – Strongly agree	N/A
Quotes were delivered within the agreed timeframe(s)	Quotes were delivered within the agreed timeframe(s) 0 – Strongly disagree	Quotes were delivered within the agreed timeframe(s) 1	Quotes were delivered within the agreed timeframe(s) 2	Quotes were delivered within the agreed timeframe(s) 3	Quotes were delivered within the agreed timeframe(s) 4	Quotes were delivered within the agreed timeframe(s) 5	Quotes were delivered within the agreed timeframe(s) 6	Quotes were delivered within the agreed timeframe(s) 7	Quotes were delivered within the agreed timeframe(s) 8	Quotes were delivered within the agreed timeframe(s) 9	Quotes were delivered within the agreed timeframe(s) 10 – Strongly agree	Quotes were delivered within the agreed timeframe(s) N/A
Invoices received from MediaCom were accurate	Invoices received from MediaCom were accurate 0 – Strongly disagree	Invoices received from MediaCom were accurate 1	Invoices received from MediaCom were accurate 2	Invoices received from MediaCom were accurate 3	Invoices received from MediaCom were accurate 4	Invoices received from MediaCom were accurate 5	Invoices received from MediaCom were accurate 6	Invoices received from MediaCom were accurate 7	Invoices received from MediaCom were accurate 8	Invoices received from MediaCom were accurate 9	Invoices received from MediaCom were accurate 10 – Strongly agree	Invoices received from MediaCom were accurate N/A
The campaign was delivered on or under budget	The campaign was delivered on or under budget 0 – Strongly disagree	The campaign was delivered on or under budget 1	The campaign was delivered on or under budget 2	The campaign was delivered on or under budget 3	The campaign was delivered on or under budget 4	The campaign was delivered on or under budget 5	The campaign was delivered on or under budget 6	The campaign was delivered on or under budget 7	The campaign was delivered on or under budget 8	The campaign was delivered on or under budget 9	The campaign was delivered on or under budget 10 – Strongly agree	The campaign was delivered on or under budget N/A

Please free feel to provide an explanation for your score

Reporting

Finally, we have some questions about reporting.

Question Title

* 8. To what extent do you agree or disagree with each of the following statements?

	0 – Strongly disagree	1	2	3	4	5	6	7	8	9	10 – Strongly agree	N/A
Reporting was accurate	Reporting was accurate 0 – Strongly disagree	Reporting was accurate 1	Reporting was accurate 2	Reporting was accurate 3	Reporting was accurate 4	Reporting was accurate 5	Reporting was accurate 6	Reporting was accurate 7	Reporting was accurate 8	Reporting was accurate 9	Reporting was accurate 10 – Strongly agree	Reporting was accurate N/A
Reporting was delivered on time	Reporting was delivered on time 0 – Strongly disagree	Reporting was delivered on time 1	Reporting was delivered on time 2	Reporting was delivered on time 3	Reporting was delivered on time 4	Reporting was delivered on time 5	Reporting was delivered on time 6	Reporting was delivered on time 7	Reporting was delivered on time 8	Reporting was delivered on time 9	Reporting was delivered on time 10 – Strongly agree	Reporting was delivered on time N/A
Reporting was delivered to an appropriate standard	Reporting was delivered to an appropriate standard 0 – Strongly disagree	Reporting was delivered to an appropriate standard 1	Reporting was delivered to an appropriate standard 2	Reporting was delivered to an appropriate standard 3	Reporting was delivered to an appropriate standard 4	Reporting was delivered to an appropriate standard 5	Reporting was delivered to an appropriate standard 6	Reporting was delivered to an appropriate standard 7	Reporting was delivered to an appropriate standard 8	Reporting was delivered to an appropriate standard 9	Reporting was delivered to an appropriate standard 10 – Strongly agree	Reporting was delivered to an appropriate standard N/A

Please free feel to provide an explanation for your score

Overall Performance
Thinking about all aspects of the service you received from MediaCom, how would you rate the overall performance of MediaCom in delivering planning and buying services?

Please use a scale of 0 to 10, where ‘0’ is ‘extremely poor’ and ’10’ is ‘excellent’.

Question Title

* 9. To what extent do you agree or disagree with each of the following statements?

	0 – Extremely Poor	1	2	3	4	5	6	7	8	9	10 – Excellent	N/A
Overall performance	Overall performance 0 – Extremely Poor	Overall performance 1	Overall performance 2	Overall performance 3	Overall performance 4	Overall performance 5	Overall performance 6	Overall performance 7	Overall performance 8	Overall performance 9	Overall performance 10 – Excellent	Overall performance N/A

Thinking about your overall experience working with the MediaCom, what was the main reason you gave this score.

Thank you for taking the time to complete this survey.