Service Center Coordination: How was your experience with the service center? Was the coordinator friendly and pleasant to deal with? Was the service and dispatch handled professionally and promptly? Did the service coordinator properly communicate to you the service procedures?

Scheduling: Was the technician, crew, supervisor, or estimator on time? If there was a change of schedule was it communicated to you with sufficient advance notice? Were you properly informed of overtime or after hour requirements?

Service Completion: Was the service work or bid requested completed in a reasonably timely manner? Were you properly communicated with regarding any delays attributed to parts and supply ordering or pricing difficulties, weather delays, or conflict in work load scheduling, etc.? Was your anticipated time frame satisfied?

Proposals: Were your requested proposals, bids, or job information details proposed to you clearly? Did the "scope of work" in our proposal clearly identify all included work? Were exclusions (if any) clearly listed and understood? Was the pricing clearly defined and fully outlined?

Quality of Work: Rate your view of the quality of work performed for the requested task or services. Did we meet your standard of quality regarding the assigned tasks, repairs, and other services provided? Were you pleased with the finished product?

Quality of Personnel: Rate your view of the quality of the personnel including technicians, maintenance staff, and supervisors assigned to your work request or project. Were our employees friendly and pleasant on the work site? Did the staff handle themselves professionally? Did the staff present themselves appropriately (neat and clean appearance)? Would you agree the personnel represents an acceptable IMS company image?

Pricing and Cost Structure: Do you consider the pricing fair, competitive and reasonable in line with the market compared to other professional, fully insured, and employee benefited service companies? If requested, were you provided cost options and innovative solutions to help meet your budget goals?

Billing Processes: Did your invoice clearly reflect the labor, material, and additional charges? Did invoicing for proposed contracted service (lump sum contracts) have adequate work descriptions included? Did an attached work order provide additional detail? If applicable, were appropriate documents, releases, etc. Enclosed? Did you receive timely billing?

Account or Sales Representative Support and Follow Up: If applicable, was your representative supportive on this project? Did they provide adequate follow up and communication as to job status, etc.? Do you consider that you received sufficient service form the representative? Did they meet your expectations?