The document contains responses from a customer satisfaction survey regarding a customer support case. The case involved creating an EFT file to link to a Bank of America account for ACH payments in Costpoint. The customer, The Mitchell Group, rated their satisfaction with the Deltek customer support analyst Dina Daley as a 10 out of 10 on all measures. They indicated the issue was fully resolved to their satisfaction.
1. Here are the respondents' responses...
Question Answer
Incident # 171030-000923
Client Number 04764
Company Name The Mitchell Group, Inc.
Contacts First Name Mian
Contact Last Name Pei
Email Address mianp@the-mitchellgroup.com
Organization Telephone # 202-823-5748
Functional Area Finance/Accounting
Contacts State/Providence DC
Service Product Costpoint
Service Sub-Product Accounting
Time ticket is open 10/30/2017 03:15 PM
Time ticket is closed 11/09/2017 11:41 AM
Incident Status Closed
Time to Resolve 9d 21h 26m
Analysts First Name Dina
Analysts Last Name Daley
First Attempt 10/30/2017 03:35 PM
2. Question Answer
Disposition Application Software Functionality
Source Ask Support
Priority Level S3-Elevated
Issue Type Application
Analysts Manager David McClelland
Subject
Create EFT file to link to BOA account for
ACH
Manager's E-mail davidmcclelland@deltek.com
Key Account No Value
Management Alert No Value
Severity Level S3-Elevated
Country United States
Version Using 7.1.1
Customer Segment $2,500-$9,999
Account ID 496233
Preferred Language English (US)
Customer Care Plan 6 - Standard Care - Term/SaaS (20)
Maintenance Band $2,500-$9,999
Analyst Email Address [ADDED 12-14-2011] dinadaley@deltek.com
3. Question Answer
Using a scale of 1 to 10, where 1 is Not satisfied at all and 10 is Very
satisfied, please rate your overall satisfaction with Deltek Customer
Care.
10
Time it took to reach an analyst in the Customer Care group 10
Quality of resolution 10
Has the issue that resulted in the case above been resolved to your
satisfaction or do you believe the issue requires additional
investigation by Deltek
Yes, it has been resolved [NEW LOGIC
3/08 - skip to Thank You page]
Understanding your issue(s) 9
Product knowledge 9
Professionalism 9
Willingness to listen 10
Frequency of status updates about your case 10
Length of time to provide you with a solution 10
Using a scale of 1 to 10, where 1 means Not satisfied at all and 10
means Very satisfied, please rate your overall satisfaction with the
Customer Care Analyst who closed your case.
10
Would you like to participate in the Deltek Reference Program to be a
Customer Care reference?
No, I am not interested at this time
______________________________________________________________________________
![Question Answer
Disposition Application Software Functionality
Source Ask Support
Priority Level S3-Elevated
Issue Type Application
Analysts Manager David McClelland
Subject
Create EFT file to link to BOA account for
ACH
Manager's E-mail davidmcclelland@deltek.com
Key Account No Value
Management Alert No Value
Severity Level S3-Elevated
Country United States
Version Using 7.1.1
Customer Segment $2,500-$9,999
Account ID 496233
Preferred Language English (US)
Customer Care Plan 6 - Standard Care - Term/SaaS (20)
Maintenance Band $2,500-$9,999
Analyst Email Address [ADDED 12-14-2011] dinadaley@deltek.com](data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7)