Satisfaction Survey

Results & Action Plan

Survey carried out between

Dec 7, 2020 & Jan 20, 2021

Presented by Sylvie Gregory & Didier Moiroud,

Ingram Micro Commerce & Lifecycle Services

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 Satisfaction results
Your 2020 assessment answers were very valuable to us and we thank you
Detailed satisfaction Rating
warmly for participating.
The overall satisfaction rate is of 92% which means 2% more than last year Quality of the spare parts packaging 84%

Supply chain &

survey. NPS score (loyalty index) is even better with 59 this year while we had

management
On time deliveries of spare parts (conform to standard) 93%
only 46 last year and 17 the year before. The detailed answer on each topic is On time deliveries of boards (conform to standard) 91%
given beside.
Management of boards claims (speed & effectiveness) 93%

In addition to this questionnaire a technical set of questions was proposed by Quality and ergonomics of Web shop functions 92%

China Formal call (when proposed) : useful, efficient & pleasant 95%

Technical web site: quality and ergonomics 92%

Technical web site: contents (manuals, tools…)

Relationship & expertise

Answer rate : 94%

▪ 65% of the centres Technical support : claim leadtime (OTRS) 94%

Technical support : useful answer (OTRS)

▪ 43% of the people asked
95%

Quality & ergonoics of OTRS system 95%

Downloading tool : quality, efficiency & speed 89%

Thank you to those who participated! Diagnostic tools : quality, efficiency & speed 89%

Effectiveness of product introduction process 92%

Last year we set an overall target of 90% for 2020. This target has been achieved.
We shall struggle to maintain and improve this score in 2021

You will find on the next pages some more results, a status of the actions that have been carried out in 2019 and 2020 and some of the key
actions which will improve the situation in 2021.

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 Satisfaction compared to previous year
Answer rate : 10% Answer rate : 8%
2019 ▪ 65% of the centres
▪ 40% of the people asked
90% 2020 ▪ 65% of the centres
▪ 43% of the people asked
92%

Gap vs
Detailed satisfaction Rating A+ A B+ B B- C D Rating A+ A B+ B B- C D
2019
Quality of the spare parts packaging 95% A 84% B+ -10%

On time deliveries of spare parts (conform to standard) 93% A 93% A 0%

On time deliveries of boards (conform to standard) 93% A 91% A -2%

Management of boards claims (speed & effectiveness) 93% A 93% A 0%

Quality and ergonomics of Web shop functions 88% B+ 92% A 4%

Formal call (when proposed) : useful, efficient & pleasant 94% A 95% A 1%

Technical web site: quality and ergonomics 91% A 92% A 1%

Technical web site: contents (manuals, tools…) 89% B+ 94% A 5%

Technical support : claim leadtime (OTRS) 92% A 94% A 2%

Technical support : useful answer (OTRS) 93% A 95% A 2%

Quality & ergonoics of OTRS system 92% A 95% A 2%

Downloading tool : quality, efficiency & speed 86% B+ 89% B+ 3%

Diagnostic tools : quality, efficiency & speed 82% B 89% B+ 6%

Effectiveness of product introduction support 89% B+ 92% A 3%

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 On Time Delivery Performance

On time delivery (TAT) remains First

priority for the RSH.
Delivery is measured from Repair Centre
order reception to Ingram RSH
shipment. Our target is 97% in 10 days
maximum.
Average results indicate the target was
achieved all along 2020.
The average lead time is slightly
improving at 3,5 days vs 3,7 days
(calendar days) and this despite the April
results that were affected by the 1st
COVID lockdown in France.

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 On Time Delivery Performance

Blackberry
For this brand the
target was 5 days
(i.o 10).
Target achieved
with 98%

TCL
For the TCL brand
as from December
19, the target is 5
days as well.

April results affected by the 1st COVID lockdown in France.

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 GSH Technical survey – additional questionnaire
As last year, a new questionnaire
was proposed to technicians in
order to evaluate central / TCL
support…

The results are improving year to

year. We gain around 1 point for
each item.
The wearable tool is new tool, not
android based. This might explain
the result.

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 Status on last year action plan implementation

1. Continued optimization of the service manual and disassembly video 1. Done

2. Development of all-in-one upgrade tool (TPST_SP) for TCL branded 2. First version
released.
smartphones
Integration of
latest platforms
In progress

3. New SDT tool for TCL branded smartphones launched which brings 3. Done
faster connections and a more friendly interface

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 New actions 2021
The main alert given by the survey is around packaging. Some centres (not all of them)
experienced damaged packaging. We understand that this is especially true for centres located
in countries outside EU (i.e. with custom investigations on the parcels).

Also, we intend to continue improving our technical tools and support. We will deploy largely
what was implemented for some models only and take some new actions to improve
ergonomics of our web sites and processes.

We intend to:

1. Improve packaging for the centres who experienced damaged parcels

2. Improve the ergonomy of the GTS website : offer easier access to the needed files
3. Improve the stability of the tools
4. NPI: Reduce the load of emails related to this process by filtering them through the Customer Care
Manager and have them available with links to the technical web site

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