Vital.org Customer Satisfaction Survey 2010 in July

We last surveyed our customers in December 2008 where Forbes Research Pte Ltd targeted over 1,000 respondents online to assess the following aspects of Vital.org’s services delivered to users, namely, “customer-centric”, “quality”, “rapport”, “reliability” and “responsiveness”.  We scored well in “customer-centric” and “rapport”.  The overall level of satisfaction of services provided by Vital.org is 3.83, out of a maximum of 6.00 points.  This year, we are widening the base to 3,000 respondents, with an increased capacity at about 100 client agencies, and extending our survey to cover also travel management and the 12-month-old Service Management which comes with a whole suite from Business Growth, Process Excellence, to Customer Relations, Customer Helpdesk and Account Management. Vital.org is seeking to continuously improve our services and offerings by engaging our customers and following-up on your feedback and suggestions. 

Our service commitment:

At Vital.org, we are committed to helping you concentrate on your core business, while taking care of your corporate services. We measure our performance against the standards our customer expects. We value customer feedback and follow-up on suggestions. We consider complaints as opportunities for learning and improvement. We want to work with you to develop new ways to improve our service in the future. Customer enquiries are managed through our helpdesk at Vital.org. It is an important conduit through which issues are resolved by our functions specialists according to service targets. We also log in every service request through Vitaline, a case management online system.

A full Account Manager team is assigned to each customer account. We provide the following communications platforms for our customers:

  1. Quarterly report
  2. SPUs and service agreements
  3. Annual review
  4. Regular meetings
  5. Dedicated account managers
  6. Helpdesk and Vitaline

Tagline for customer service:

Your call. Our commitment.

Customer Helpdesk:

6509 1757

Operating hours:

Mon – Thur: 8:30 am to 6 pm
Fri: 8.30 am to 5.30 pm