User Satisfaction. First Data and Capital One will conduct a survey at agreed-to intervals (not less than annually) of an agreed upon percentage of Capital One’s user community. The surveys shall be designed to determine the level of user satisfaction and areas where user satisfaction can be improved. Such surveys shall include representative samples of each major category of user within Capital One and an agreed upon number of in-depth face-to-face or telephone interviews. First Data and Capital One will mutually agree on the form and content of the surveys, which shall be no less thorough than First Data’s customary user satisfaction program. The parties will jointly review the results of the surveys, and First Data will develop and implement a plan to improve user satisfaction in areas where user satisfaction is low. [* * *] shall be an element of First Data [* * *]. Such factors shall comprise a [* * *].
User Satisfaction. Acxiom and D&B will conduct a survey at agreed-to intervals (not less than annually) of an agreed upon percentage of the D&B user community. The surveys shall be designed to determine the level of user satisfaction and areas where user satisfaction can be improved. Such surveys shall include representative samples of each major category of user of the Services within D&B. Acxiom and D&B will mutually agree on the form and content of the surveys, which shall be no less thorough than Acxiom’s customary user satisfaction program. The parties will jointly review the results of the surveys, and Acxiom will develop and implement a plan to improve user satisfaction in areas where user satisfaction is low. D&B’s satisfaction shall be an element of Acxiom employees’ personnel measurements and a key factor in determining business unit success. Such factors shall comprise a significant percentage of the variable incentive compensation pay of each individual holding a Key Acxiom Position.
User Satisfaction. Vendor and ACI shall conduct satisfaction surveys in accordance with Schedule K (User Satisfaction Survey Guidelines). The surveys shall be designed to determine the level of user satisfaction and areas where user satisfaction can be improved. Such surveys shall include representative samples of each major category of user within ACI and may include a number of in-depth face-to-face or telephone interviews. Vendor and ACI shall mutually agree on the form and content of the surveys, which shall be no less thorough than Vendor’s customary user satisfaction program as set forth in Schedule K (User Satisfaction Survey Guidelines). The Parties shall jointly review the results of the surveys, and Vendor shall develop and implement a plan to improve user satisfaction in areas where user satisfaction is low. ACI’s satisfaction as indicated in the survey results will be a factor in determining the compensation for all individuals holding Key Vendor Positions. Confidential Master Services Agreement
User Satisfaction. Vendor shall offer autonomous satisfaction surveys via a window or screen dialog box (or similar functionality) to gauge real-time user satisfaction with the Customer Portal and webchat. Such satisfaction surveys must be approved by FHKC and offered at no additional cost to FHKC.
User Satisfaction. This kind of information is used in some SLAs without any measurable unit. It is just an informative indicator and very much subjective to those who participate to find out the satisfaction level of any services in IT industry. This indicator is quite complex to assess and monitor. User satisfaction could be rated from 0 to 5, where 0 indicates worst level of satisfaction and 5 is the preferred level. Reliability- It means whether the service deliver to the intended user without any kind of interruption and closely related with some other basic SLA’s indicators such as Mean Time Between Failure (MTBF), Mean Time to Restore (MTTR), Availability, Delay, Bandwidth etc. According to Xxxxxxxx’s Alpha or coefficient alpha, user reliability ranges from 0.0 to 1.0. Risk Assessment- In some green SLA, providers put the information about their system’s security threat as Risk Assessment. They just mention how many percentages of their system might vulnerable to attack in some consequences of user’s activity. For example, while an authentic user trying to get access his/her database with wrong id and password (by mistake) and at the same time hackers might took that chance to attack the 40% of that company’s database at certain location. Table 9. Performance Indicator for different services considering green SLA Sl. No. Green Computing Domain Performance Indicator Name Description Unit
User Satisfaction. Vendor and Phoenix shall conduct a survey at agreed-to intervals (not less than annually) of an agreed upon percentage of the Phoenix user community. The surveys shall be designed to determine the level of user satisfaction and areas where user satisfaction can be improved. Such surveys shall include representative samples of each major category of user within Phoenix and an agreed upon number of in-depth face-to-face or telephone interviews. Vendor and Phoenix shall mutually agree on the form and content of the surveys, which shall be no less thorough than Vendor’s customary user satisfaction program. The Parties shall jointly review the results of the surveys, and Vendor shall develop and implement a plan to improve user satisfaction in areas where user satisfaction is low. Phoenix’s satisfaction shall be an element of Vendor employees’ personal measurements and a key factor in determining business unit success. Surveys conducted under this Section 9.5 will be pursuant to this Section as well as Section 8.10(c) of Schedule A (Statement of Work).
User Satisfaction. 5.1.10 Through the use of surveys and direct contact with Contractor’s service manager NHS Employers will rate the E-Recruitment Service in terms of the efficiency of posting vacancies, the reliability of the website, the response of the Helpdesk support and the service management. Aspects of the wider recruitment process beyond the direct control of the Contractor will be excluded from the Service Level calculation. Fault Resolution
User Satisfaction. If the Service is rated satisfactory or better in a quarter by Service Credit is One Month’s E- Recruitment Service Charge multiplied by: Less than But at least 60% 50% 3% 50% 25% 12% 25% -- 25%
User Satisfaction. 8.1.3 The Service Credit due for the month will be the highest of the three individual service credits, less any available Service Bonus (but Service Bonus cannot reduce the credit below 0%). For example: Service Service Level Credit Workday Availability 94% 4% Cumulative Workday Availability 96% 10% User Satisfaction 50% 3% Resulting overall monthly service credit: 10%
User Satisfaction. Vendor and Phoenix shall conduct a survey at agreed-to intervals (not less than annually) of an agreed upon percentage of the Phoenix user community. The surveys shall be designed to determine the level of user satisfaction and areas where user satisfaction can be improved. Such surveys shall include representative samples of each major category of user within Phoenix and an agreed upon number of in-depth _______________________________________________________________________________________________________________ July 29, 2004 Phoenix and Vendor CONFIDENTIAL Page 36 BRMFS1 509411v3 Technology Services Agreement _______________________________________________________________________________________________________________ face-to-face or telephone interviews. Vendor and Phoenix shall mutually agree on the form and content of the surveys, which shall be no less thorough than Vendor's customary user satisfaction program. The Parties shall jointly review the results of the surveys, and Vendor shall develop and implement a plan to improve user satisfaction in areas where user satisfaction is low. Phoenix's satisfaction shall be an element of Vendor employees' personal measurements and a key factor in determining business unit success. Such factors shall comprise a significant percentage of the variable incentive compensation pay of the Vendor Client Delivery Executive.
