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Customer Satisfaction Analysis - 2023

The documents analyze customer satisfaction surveys from oil and gas companies. The Gulf Drilling survey shows varying satisfaction levels across jobs and categories. The MISC Customers survey shows no data collected yet for 2017. The Compass survey shows high satisfaction levels close to 100% for all jobs. The Weatherford survey also shows high scores though slightly lower at 80% overall.

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Dheeraj Menon
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33 views14 pages

Customer Satisfaction Analysis - 2023

The documents analyze customer satisfaction surveys from oil and gas companies. The Gulf Drilling survey shows varying satisfaction levels across jobs and categories. The MISC Customers survey shows no data collected yet for 2017. The Compass survey shows high satisfaction levels close to 100% for all jobs. The Weatherford survey also shows high scores though slightly lower at 80% overall.

Uploaded by

Dheeraj Menon
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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GULF DRILLING SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 5 5 3 5 5 4 5 5 4 5 4 4
Service Delivery 5 5 3 4 4 5 4 4 4 4 4 4
OIS Staff help and Support 5 5 3 5 5 5 5 5 5 5 5 5
OIS Services and Client Expectation 5 5 3 5 5 5 4 4 4 4 4 4
Quality of Services 5 5 3 4 4 4 4 4 4 4 4 4
Overall Client Satisfaction Level 5 5 3 4 5 4 4 3 4 4 4 4

Total Score 30 30 18 27 28 27 26 25 25 26 25 25
Total Score %age 100% 100% 60% 90% 93% 90% 87% 83% 83% 87% 83% 83%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


MISC CUSTOMERS SATISFACTION ANALYSIS
2017 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Technical Skills
Efficiency
Job Quality
Operation Skills
Reporting
Appearance
Sense of Responsibility
Organization & Housekeeping
Client relations
Safety Attitude
Service Company attitude
Communication & Response Time

Total Score 0 0
Total Score %age 0% 0%

4 Technical Skills
Efficiency
Job Quality
Operation Skills
3 Reporting
Appearance
Sense of Responsibility
Organization & Housekeeping
2 Client relations
Safety Attitude
Communication & Response Time

0
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

100%

80%

60%

Overall Performance
40%

20%

0%
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


COMPASS SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 5 5 5 5
Service Delivery 4 5 5 5
OIS Staff help and Support 5 5 5 5
OIS Services and Client Expectation 5 5 5 5
Quality of Services 5 5 5 5
Overall Client Satisfaction Level 5 5 5 5

Total Score 29 30 30 30
Total Score %age 97% 100% 100% 100%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


WEATHERFORD SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 5 4
Service Delivery 5 4
OIS Staff help and Support 5 4
OIS Services and Client Expectation 5 4
Quality of Services 5 4
Overall Client Satisfaction Level 5 4

Total Score 30 24
Total Score %age 100% 80%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


ARABIAN DRILLING SERVICES SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 5 4 5 3
Service Delivery 5 4 5 4
OIS Staff help and Support 5 5 5 5
OIS Services and Client Expectation 4 4 5 5
Quality of Services 5 4 5 5
Overall Client Satisfaction Level 5 4 5 3

Total Score 29 25 30 25
Total Score %age 97% 83% 100% 83%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


CADRESS SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 4 5 5
Service Delivery 4 5 5
OIS Staff help and Support 4 5 4
OIS Services and Client Expectation 4 5 5
Quality of Services 4 5 5
Overall Client Satisfaction Level 5 5 5

Total Score 25 30 29
Total Score %age 83% 100% 97%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


IPSC SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 4 2 3 5
Service Delivery 3 2 3 5
OIS Staff help and Support 5 4 3 5
OIS Services and Client Expectation 2 3 3 5
Quality of Services 3 3 3 5
Overall Client Satisfaction Level 4 3 3 5

Total Score 21 17 18 30
Total Score %age 70% 57% 60% 100%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


RAY INT'L SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 4 5 3
Service Delivery 4 5 4
OIS Staff help and Support 4 4 4
OIS Services and Client Expectation 3 5 3
Quality of Services 4 5 4
Overall Client Satisfaction Level 3 5 4

Total Score 22 29 22
Total Score %age 73% 97% 73%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


SINOGULF SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 5 5 5
Service Delivery 5 5 5
OIS Staff help and Support 5 5 5
OIS Services and Client Expectation 5 5 5
Quality of Services 5 5 5
Overall Client Satisfaction Level 5 5 5

Total Score 30 30 30
Total Score %age 100% 100% 100%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


GLOBAL OILFIELD SERVICES SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 4 5 5
Service Delivery 4 5 4
OIS Staff help and Support 3 5 5
OIS Services and Client Expectation 4 5 4
Quality of Services 3 5 4
Overall Client Satisfaction Level 4 5 4

Total Score 22 30 26
Total Score %age 73% 100% 87%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


MIDWESCO SATISFACTION ANALYSIS

Job No. 1 2 3 4 5 6 7 8 9 10 11 12
Response and Communication Time 2 4
Service Delivery 2 4
OIS Staff help and Support 5 5
OIS Services and Client Expectation 5 4
Quality of Services 5 4
Overall Client Satisfaction Level 4 4

Total Score 23 25
Total Score %age 77% 83%

5
Response and Communication Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expectation


2
Quality of Services

1 Overall Client Satisfaction Level

0
1 2 3 4 5 6 7 8 9 10 11 12

100%

80%

60%
Overall Performance
40%

20%

0%
1 2 3 4 5 6 7 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


MISC CUSTOMERS SATISFACTION ANALYSIS
Job No. GWDC BA-OMAR OHI FES SHAHEEN MBPS QES 8 9 10 11 12
Response and Communication Time 5 5 4 4 4 4 4
Service Delivery 5 3 3 4 3 4 5
OIS Staff help and Support 5 5 4 5 4 4 4
OIS Services and Client Expectation 5 5 4 4 4 4 5
Quality of Services 4 5 4 4 4 4 5
Overall Client Satisfaction Level 4 4 4 4 4 4 5

Total Score 28 27 23 25 23 24 28
Total Score %age 93% 90% 77% 83% 77% 80% 93%

5
Response and Communication
Time

4
Service Delivery

OIS Staff help and Support


3

OIS Services and Client Expecta-


tion
2
Quality of Services

1 Overall Client Satisfaction Level

0
GWDC BA-OMAR OHI FES SHAHEEN MBPS QES 8 9 10 11 12

100%

80%

60%
Overall Per-
formance
40%

20%

0%
GWDC BA-OMAR OHI FES SHAHEEN MBPS QES 8 9 10 11 12

Prepared By:
Ashfaq Zaman
QHSE Department

Signature: Ashfaq Zaman


OVERALL CUSTOMER SATISFACTION ANALYSIS FOR 2023

Q 1-2023
COMPANY NAME GD SG WFD/SH MBPS CADRESS IPSC RAY INT'L M-CO IDTECH KCAD

Response and Communication Time 54 20 9 17 14 14 15 14 14 30


Service Delivery 50 19 9 18 14 13 17 13 13 27
OIS Staff help and Support 58 20 9 20 13 17 16 14 13 31
OIS Services and Client Expectation 52 20 9 18 14 13 13 14 13 31
Quality of Services 49 20 9 19 14 14 13 13 12 30
Overall Client Satisfaction Level 49 20 9 17 15 15 12 14 13 29
No of Feedbacks 5 4 2 4 3 4 3 2 3 7
Total Score 312 119 54 109 84 86 86 82 78 178
Total Score %age 87% 99% 90% 91% 93% 86% 87% 86% 87% 85%

Q2-2023
COMPANY NAME GD SG WFD/SH MBPS CADRESS IPSC RAY INT'L M-CO IDTECH KCAD
Technical Skills 4 8 5 4 17 4 5 5 5 19
Efficiency 4 9 5 4 19 5 4 4 4 20
Job Quality 5 10 5 4 19 4 4 5 5 19
Operation Skills 4 9 5 4 19 5 5 5 5 19
Reporting 5 9 5 4 20 5 4 5 4 19
Appearance 4 9 4 4 20 5 4 4 4 18
Sense of Responsibility 4 10 5 4 20 4 4 4 4 18
Organization & Housekeeping 4 8 5 4 20 5 5 4 4 17
Client relations 5 8 5 4 19 4 5 4 5 18
Safety Attitude 4 9 5 5 19 5 4 4 5 19
Service Company attitude 5 10 5 5 19 5 5 4 4 18
Communication & Response Time 5 9 5 6 20 4 4 4 5 19
No of Feedbacks 1 2 1 1 4 1 1 1 1 4
Total Score Achieved 53 108 59 52 231 55 53 52 54 223
Total Score %age 88% 90% 98% 87% 96% 92% 88% 87% 90% 93%

Q3-2023
COMPANY NAME GD SG WFD/SH MBPS CADRESS IPSC RAY INT'L M-CO IDTECH KCAD

Technical Skills 5 9 5 5 19 5 3 4 4 15
Efficiency 5 8 5 5 16 5 4 4 4 14
Job Quality 5 10 5 5 18 4 4 4 4 16
Operation Skills 4 10 5 4 17 5 3 4 5 16
Reporting 5 10 5 4 20 4 4 4 4 21
Appearance 4 8 5 5 20 5 5 5 5 16
Sense of Responsibility 3 9 4 4 20 4 4 5 5 18
Organization & Housekeeping 4 9 5 4 18 5 5 5 5 20
Client relations 4 9 5 4 19 4 5 4 5 16
Safety Attitude 5 9 5 4 19 5 5 4 5 21
Service Company attitude 5 10 5 4 19 5 5 5 5 20
Communication & Response Time 5 9 5 4 19 4 4 4 5 20
No of Feedbacks 1 2 1 1 4 1 1 1 1 4
Total Score Achieved 54 110 59 52 224 55 51 52 56 213
Total Score %age 90% 92% 98% 87% 93% 92% 85% 87% 93% 89%

Q4-2023
COMPANY NAME GD SG WFD/SH MBPS CADRESS IPSC RAY INT'L M-CO IDTECH KCAD
Technical Skills 4 8 5 4 17 4 5 5 5 17
Efficiency 4 9 5 4 19 5 4 4 4 19
Job Quality 5 10 5 4 19 4 4 5 5 18
Operation Skills 4 9 5 4 19 5 5 5 5 19
Reporting 5 9 5 4 20 5 4 5 4 22
Appearance 4 9 4 4 20 5 4 4 4 18
Sense of Responsibility 4 10 5 4 20 4 4 4 4 28
Organization & Housekeeping 4 8 5 4 20 5 5 4 4 24
Client relations 5 8 5 4 19 4 5 4 5 19
Safety Attitude 4 9 5 5 19 5 4 4 5 19
Service Company attitude 5 10 5 5 19 5 5 4 4 21
Communication & Response Time 5 9 5 6 20 4 4 4 5 21
No of Feedbacks 1 2 1 1 4 1 1 1 1 4
Total Score Achieved 53 108 59 52 231 55 53 52 54 245
Total Score %age 88% 90% 98% 87% 96% 92% 88% 87% 90% 102%

120%

100%

80%

60%

40%

20%

0%
GD SG WFD/SH MBPS CADRESS IPSC RAY INT'L M-CO IDTECH KCAD

Overall Performance of OIS from Jan- Dec 23 90%

Prepared By:

QHSE

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