returns caused by non conformance to quality? Was the quality of service delivered equal to KPLC YES:8 PARTIALLY:4 NO:0 minimum requirements? 14.00% 5.RESPONSIVENESS Rating guidelines Totals Was the vendor well responsive to information NO: requests, issues, or YES:2 PARTIALLY:1 0 problems that arose in the course of service? 14 Was the vendor open to feedback on low quality of NO: YES:6 PARTIALLY:3 service levels and 0 willing to act on this? 14.00% Is it easy to reach staff members of suppliers in case of NO: a request or query? YES:6 PARTIALLY:3 0 (are communication channels clear?) 6. CUSTOMER Totals SUPPORT Rating guidelines Did the vendor NO: effective customer YES:10 PARTIALLY:4 0 support? 18 In case of reported problems/issues, were follow ups by the vendor NO: YES:8 PARTIALLY:4 to ensure the 0 problem is fully resolved during support? 18.00% 7. Totals COMMUNICATION SKILLS Rating guidelines Are you satisfied with the attitude, courtesy, and NO: YES:2 PARTIALLY:1 professionalism of 0 this vendor's staff? Written or spoken? 6 Are the vendor's well equipped and skilled in handling requests / NO: YES:4 PARTIALLY:2 issues? Are you 0 rotated too much among staff on an issue? 6.00% 8. Totals DOCUMENTATION AND ACCOUNTING Rating guidelines Are you satisfied with how the Vendor presents documentation (invoices & licenses NO: etc) when required YES:6 PARTIALLY:3 0 to do so, to necessitate finalization of contract renewals and payments? 10 Was problem NO: YES:4 PARTIALLY:2 documentation 0 10.00%
returns caused by non conformance to quality? Was the quality of service delivered equal to KPLC minimum requirements? YES:8 PARTIALLY:4 NO:0 14.00% 5.RESPONSIVENESS Rating guidelines Totals Was the vendor well responsive to information requests, issues, or problems that arose in the course of service? YES:2 PARTIALLY:1 NO: 0 14 Was the vendor open to feedback on low quality of service levels and willing to act on this? YES:6 PARTIALLY:3 NO: 0 14.00% Is it easy to reach staff members of suppliers in case of a request or query? (are communication channels clear?) YES:6 PARTIALLY:3 NO: 0 6. CUSTOMER SUPPORT Rating guidelines Totals Did the vendor effective customer support? YES:10 PARTIALLY:4 NO: 0 18 In case of reported problems/issues, were follow ups by the vendor to ensure the problem is fully resolved during support? YES:8 PARTIALLY:4 NO: 0 18.00% 7. COMMUNICATION SKILLS Rating guidelines Totals Are you satisfied with the attitude, courtesy, and professionalism of this vendor's staff? Written or spoken? YES:2 PARTIALLY:1 NO: 0 6 Are the vendor's well equipped and skilled in handling requests / issues? Are you rotated too much among staff on an issue? YES:4 PARTIALLY:2 NO: 0 6.00% 8. DOCUMENTATION AND ACCOUNTING Rating guidelines Totals Are you satisfied with how the Vendor presents documentation (invoices & licenses etc) when required to do so, to necessitate finalization of contract renewals and payments? YES:6 PARTIALLY:3 NO: 0 10 Was problem documentation YES:4 PARTIALLY:2 NO: 0 10.00%
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