User Guide – Client satisfaction Assessment Tool (CSAT)
General information:
Link to the online platform:
https://formulaires.alithya-mws.com/login
If you have any questions, please contact:
satisfaction.client@alithya.com
Access the form
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- Click on the "Log In" tab. You'll need to authenticate using Single sign-on (SSO) with your Alithya email address to proceed.
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If you have any questions or connection issues, please reach out to our team at: satisfaction.client@alithya.com.
Create a form
Important Notice !
Please refrain from conducting tests in our Live web platform. Instead, we kindly ask you to use our QA web platform for all your testing needs. You can access it via this link.
Conducting tests in the Live web platform can alter our key performance indicator (KPI) of customer satisfaction rate, which is monitored at the corporate level by all our business groups.
Please note that when you do your tests on the QA web platform, only you and your immediate superior will receive the automated emails (See section 5).
- Click on "Form Creation" at the top right
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Fill out the "Client Information" section. Fields marked with a red asterisk « * » are mandatory.
* For further details on these fields, please refer to Annex I.
- After filling out the "Client Information", click "Next" at the bottom right or "Save" at the bottom left to continue later. Saved forms can be found under "Forms in Progress" on the main page. You can always cancel by selecting "Cancel" at the bottom left.
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Complete the "Engagement Information" section. Fields marked with a red asterisk « * » are mandatory.
* For more information on the fields in the "Mandate Information" section, please refer to Annex I.
- Once the "Engagement Information" section is filled out, you can return to the previous section by clicking "Previous" at the bottom right or continue to the "Summary" by selecting "Next". You also have the options to "Save" or "Cancel" the form, as previously mentioned.
- In the final "Summary" section, you have the chance to review and adjust the provided details before sending the form to the client. If you choose not to send it immediately, you can save the form and return to it later.
- All saved forms can be found on the main page under the "Forms in Progress" section.
Submit a form
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To send an Alithya customer satisfaction form, click the green "Send" button located at the bottom right in the "Summary" section. Ensure all mandatory fields, marked with a red asterisk « * », are filled in before accessing this step.
- After sending the customer satisfaction form, you'll be redirected to the main page under the "Forms in Progress" section. A notification confirming the successful submission will appear at the top right corner of your screen.
- If the submission fails, please refer to the notification sent at the top right corner of your screen.
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If you encounter difficulties identifying or resolving the issue, please contact us at: satisfaction.client@alithya.com.
Completion of the form by the client
- After sending the invitation to the client to complete the satisfaction form, they will be prompted to answer the following 8 questions and have the option to provide additional comments if they wish:
- Here are the questions included in the client satisfaction form:
1
Understanding of needs and expectations
How satisfied are you with our ability to meet your needs and expectations?
2
Delivery or Schedule Adherence
How satisfied are you with our ability to meet the agreed to schedule and milestones?
3
Quality of Our Services
How satisfied are you with the overall quality of the services delivered?
4
Expertise
How satisfied are you with the expertise of our consultants?
5
Collaboration
How satisfied are you with the attitude, cooperative spirit, teamwork, flexibility, and communication demonstrated by Alithya?
6
Contract Administration
How satisfied are you with the management and administration of our business relationship (including monitoring, contracting, invoicing, etc.)?
7
Commitment
How satisfied are you with Alithya's commitment and partnership?
8
Trust and Value
How likely are you to recommend Alithya to colleagues and others within your professional network?
- Please note that the client must rate all 8 questions on a scale from 1 to 10 to proceed and click on "Validate" at the bottom right to send their evaluation.
- You can view the responses in the application on the main page under the "Forms Received" tab.
Notifications
- Email to forward the form to the client.
- Upon successful submission of the form, the following email will be sent to the client:
- Email thanking the client for completing the form.
- Once the form is completed by the client, the following email will be sent to them:
- Client satisfaction results email
- You will receive the below email notification upon the client's completion of the form:
- Follow-up email for a result of less than 75%
- If a satisfaction score falls below 75%, the subsequent message will be dispatched to users to schedule a meeting and evaluate potential areas of improvement:
Results and use of dashboards
- Dashboard feature legends
Allows filtering for dashboard columns in the "Current Forms" and "Received Forms" sections.
Allows viewing of sent satisfaction forms in "Current Forms" and their responses in "Received Forms".
Allows deletion of a form from the "Current Forms" section.
*Note: A satisfaction form that has already been sent cannot be deleted.
Allows editing of a form in the "Current Forms" section.
*Note: A sent satisfaction form cannot be edited.
Client satisfaction result ≥ 85%
75% ≤ Client satisfaction results < 85%
75% < Client satisfaction results
- It is possible to view the "in progress" client satisfaction forms, i.e. those that have not yet been filled in by it: "Draft" or "Sent" status.
- You can view “in-progress" Client satisfaction forms, namely those not yet completed by the client, under the status "Form in Progress" .
- Dashboard of received forms
- The results of the client satisfaction forms can be accessed via the dashboard in the "Forms Received" section of the main page.
Visibility of results
- There are two user categories that determine the visibility of the satisfaction evaluation results:
Administrator
Has access to all forms and results of customer satisfaction evaluations.
User
Can view, modify, and delete the forms they've created and see the corresponding evaluation results. If relevant, they can also access the results of forms sent by other users within their hierarchical profile and their own business unit.
Annex I
Here is the description of the different fields to fill in a client satisfaction form:
- Section: "Client Informations"
Preferred Language
Allows you to define the language in which the form will be sent to the client.
Client Organization
Name of client organization
Client Contact Name
Name of the person responsible for the mandate at the client
Client Contact Title
Professional title of the person responsible for the mandate at the client
Client Contact Email
Email address of the person responsible for the mandate at the client's premises
- Section: "Engagement Informations"
Engagement Title
Name given to the engagement
Engagement Type
Engagement types: consulting, project or managed services
Start Date
Start date of the mandate as indicated in the contract
End Date
End date of the formal mandate as indicated in the last contractual agreement
Engagement Number
Oracle number used internally
Total Contract Value
Monetary scope of the mandate
Currency
Currency: US Dollar (USD $), Canadian Dollar (CAD $) or Euro (EUR €)
Sales Rep
Name of Alithya's representative to the client (DDA, Account Manager, etc.)
Delivery Lead
If applicable, name of Alithya's representative responsible for the deliverable (Delivery Director, Project Manager, etc.)