ESKOM - CUSTOMER SERVICE SATISFACTION ASSESSMENT for : Masego Mautjana

Division Group Capital

Department EPMO Name of Evaluator: Masego Mautjana

Section: Intergrated Resource Management Date of Evaluation: 10-Mar-17

Overview Period: April 2016 - March 2017

CUSTOMER SERVICE DIMENSIONS RATING SCALE RESULTS

Dimension 1 Delivery/Quality Weight: 15

Customer Weighted
Definition Measurement Source of Evidence Weight Poor Acceptable Good Excellent Outstanding
Rating Score

How would you rate the individual in terms of demonstrating a consitant focus on quality, accuracy and factual Customer Satisfaction
representation Percentage Survey 100 1 2 3 4 5 5 0.75

Dimension 2 Responsiveness/Turnaround time Weight: 20

Definition Measurement Source of Evidence Weight Poor Acceptable Good Excellent Outstanding

Response time taken to provide the customer with the service I.e. products and services are delivered as and when Customer Satisfaction
agreed & the individual do what they say they will do when they say they will Percentage Survey 100 1 2 3 4 5 5 1.00

Dimension 3 Reliability Weight: 15

Customer Weighted
Definition Measurement Source of Evidence Weight Poor Acceptable Good Excellent Outstanding Rating Score
Customer Satisfaction
Integrity and accuracy of information provided by the individual Percentage Survey 100 1 2 3 4 5 5 0.75
Total
Dimension 4 Assurance Weight: 20

Definition Measurement Source of Evidence Weight Poor Acceptable Good Excellent Outstanding

Value added to products and services by the individual with specific reference to: Subject knowledge, confidentiality & Customer Satisfaction
professionalism Percentage Survey 100 1 2 3 4 5 5 1.00

Dimension 5 Empathy Weight: 10

Definition Measurement Source of Evidence Weight Poor Acceptable Good Excellent Outstanding

Customer Satisfaction
The individual has the interests of the customer at heart Percentage Survey 100 1 2 3 4 5 5 0.50

Dimension 6 Leadership Weight: 20

Customer Weighted
Definition Measurement Source of Evidence Weight Poor Acceptable Good Excellent Outstanding Rating Score

The level of functional leadership provided to the business through innovation, creativity, strategic direction, pro- Customer Satisfaction
activeness and decisiveness Percentage Survey 100 1 2 3 4 5 5 1.00

Total Weight: 100 Total Weighted Score: 5.00

FINAL ASSESSMENT SCORE

Final Weighted Score: 5.00

Additional Comments:
He is professional and this is portrayed in his work output. He is a top class employee, with good subject knowledge and experience. He has excellent discipline with target and completion dates on actions and activity completion dates. He is also proactive
in his work approach and willing to share knowledge and information with all. He had good ability to present well and communicate with people and always Optimistic. He should be get higher recognitions than any one according to me.