{"component": "clause", "props": {"groups": [{"size": 1, "snippet": "Through the use of surveys and direct contact with Contractor\u2019s 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.", "samples": [{"hash": "fvlhzgCMadL", "uri": "/contracts/fvlhzgCMadL#user-satisfaction", "label": "Electronic Recruitment Services Agreement", "score": 21.0, "published": true}], "snippet_links": [{"key": "direct-contact", "type": "definition", "offset": [31, 45]}, {"key": "service-manager", "type": "clause", "offset": [64, 79]}, {"key": "nhs-employers", "type": "definition", "offset": [80, 93]}, {"key": "the-e", "type": "clause", "offset": [104, 109]}, {"key": "terms-of-the", "type": "clause", "offset": [133, 145]}, {"key": "posting-vacancies", "type": "clause", "offset": [160, 177]}, {"key": "the-website", "type": "clause", "offset": [198, 209]}, {"key": "the-response", "type": "clause", "offset": [211, 223]}, {"key": "helpdesk-support", "type": "clause", "offset": [231, 247]}, {"key": "service-management", "type": "definition", "offset": [256, 274]}, {"key": "recruitment-process", "type": "definition", "offset": [297, 316]}, {"key": "the-contractor-will", "type": "clause", "offset": [346, 365]}, {"key": "service-level-calculation", "type": "clause", "offset": [387, 412]}], "hash": "c86acfa5a7fdac1f220b88df67a5865c", "id": 10}, {"size": 4, "snippet": "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\u2019s 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\u2019s satisfaction shall be an element of Acxiom employees\u2019 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.", "samples": [{"hash": "gAwCfSpDywM", "uri": "/contracts/gAwCfSpDywM#user-satisfaction", "label": "Global Master Services Agreement", "score": 29.340862423, "published": true}, {"hash": "jZME92kCB0J", "uri": "/contracts/jZME92kCB0J#user-satisfaction", "label": "Global Master Services Agreement (Dun & Bradstreet Corp/Nw)", "score": 21.0, "published": true}, {"hash": "ePEqxXynx04", "uri": "/contracts/ePEqxXynx04#user-satisfaction", "label": "Global Master Services Agreement (Dun & Bradstreet Corp/Nw)", "score": 21.0, "published": true}], "snippet_links": [{"key": "agreed-upon-percentage", "type": "definition", "offset": [91, 113]}, {"key": "user-community", "type": "definition", "offset": [125, 139]}, {"key": "the-surveys", "type": "clause", "offset": [141, 152]}, {"key": "determine-the", "type": "clause", "offset": [174, 187]}, {"key": "representative-samples", "type": "clause", "offset": [293, 315]}, {"key": "the-services", "type": "definition", "offset": [350, 362]}, {"key": "mutually-agree", "type": "definition", "offset": [395, 409]}, {"key": "form-and-content-of-the", "type": "clause", "offset": [417, 440]}, {"key": "the-parties-will", "type": "clause", "offset": [533, 549]}, {"key": "results-of-the", "type": "clause", "offset": [569, 583]}, {"key": "develop-and-implement", "type": "clause", "offset": [609, 630]}, {"key": "business-unit", "type": "clause", "offset": [823, 836]}, {"key": "compensation-pay", "type": "clause", "offset": [925, 941]}, {"key": "individual-holding", "type": "definition", "offset": [950, 968]}], "hash": "411c20fb7891ba7519150b77c1b04f11", "id": 1}, {"size": 3, "snippet": "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\u2019s 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\u2019s 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 [* * *].", "samples": [{"hash": "jFi0PeSMHYo", "uri": "/contracts/jFi0PeSMHYo#user-satisfaction", "label": "Services Agreement (Capital One Auto Receivables LLC)", "score": 21.0, "published": true}, {"hash": "dP3mPJOwtIz", "uri": "/contracts/dP3mPJOwtIz#user-satisfaction", "label": "Services Agreement (Capital One Financial Corp)", "score": 21.0, "published": true}, {"hash": "2dWlRzCFD1e", "uri": "/contracts/2dWlRzCFD1e#user-satisfaction", "label": "Services Agreement (Capital One Funding, LLC)", "score": 21.0, "published": true}], "snippet_links": [{"key": "first-data", "type": "definition", "offset": [0, 10]}, {"key": "capital-one", "type": "definition", "offset": [15, 26]}, {"key": "agreed-upon-percentage", "type": "definition", "offset": [103, 125]}, {"key": "user-community", "type": "definition", "offset": [143, 157]}, {"key": "the-surveys", "type": "clause", "offset": [159, 170]}, {"key": "determine-the", "type": "clause", "offset": [192, 205]}, {"key": "representative-samples", "type": "clause", "offset": [311, 333]}, {"key": "number-of", "type": "clause", "offset": [403, 412]}, {"key": "mutually-agree", "type": "definition", "offset": [492, 506]}, {"key": "form-and-content-of-the", "type": "clause", "offset": [514, 537]}, {"key": "the-parties-will", "type": "clause", "offset": [634, 650]}, {"key": "results-of-the", "type": "clause", "offset": [670, 684]}, {"key": "develop-and-implement", "type": "clause", "offset": [714, 735]}], "hash": "c079735bba27dc6d9d8da9e4cae34e2f", "id": 2}, {"size": 3, "snippet": "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\u2019s 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\u2019s 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", "samples": [{"hash": "lT9sHpxlf2u", "uri": "/contracts/lT9sHpxlf2u#user-satisfaction", "label": "Master Services Agreement (Aci Worldwide, Inc.)", "score": 21.3230663929, "published": true}, {"hash": "7sb96b7p5jH", "uri": "/contracts/7sb96b7p5jH#user-satisfaction", "label": "Master Services Agreement (Aci Worldwide, Inc.)", "score": 21.0, "published": true}], "snippet_links": [{"key": "satisfaction-surveys", "type": "clause", "offset": [29, 49]}, {"key": "in-accordance-with", "type": "definition", "offset": [50, 68]}, {"key": "schedule-k", "type": "clause", "offset": [69, 79]}, {"key": "the-surveys", "type": "clause", "offset": [119, 130]}, {"key": "determine-the", "type": "clause", "offset": [152, 165]}, {"key": "representative-samples", "type": "clause", "offset": [271, 293]}, {"key": "number-of", "type": "clause", "offset": [354, 363]}, {"key": "mutually-agree", "type": "definition", "offset": [432, 446]}, {"key": "form-and-content-of-the", "type": "clause", "offset": [454, 477]}, {"key": "the-parties-shall", "type": "clause", "offset": [635, 652]}, {"key": "results-of-the", "type": "clause", "offset": [672, 686]}, {"key": "vendor-shall", "type": "clause", "offset": [700, 712]}, {"key": "develop-and-implement", "type": "clause", "offset": [713, 734]}, {"key": "as-indicated", "type": "definition", "offset": [831, 843]}, {"key": "survey-results", "type": "clause", "offset": [851, 865]}, {"key": "compensation-for", "type": "clause", "offset": [902, 918]}, {"key": "key-vendor-positions", "type": "definition", "offset": [943, 963]}, {"key": "master-services-agreement", "type": "definition", "offset": [978, 1003]}], "hash": "6d6054f04e3c31590848c08b4e2bcd1b", "id": 3}, {"size": 2, "snippet": "The Parties will agree to a methodology for reporting about User satisfaction which methodology may include [*]", "samples": [{"hash": "2EjM9twD8ZB", "uri": "/contracts/2EjM9twD8ZB#user-satisfaction", "label": "Master Services Agreement", "score": 30.340862423, "published": true}, {"hash": "jxa05ZwGxOK", "uri": "/contracts/jxa05ZwGxOK#user-satisfaction", "label": "Master Services Agreement (Synacor, Inc.)", "score": 24.2306639288, "published": true}], "snippet_links": [{"key": "the-parties-will", "type": "clause", "offset": [0, 16]}, {"key": "agree-to", "type": "clause", "offset": [17, 25]}], "hash": "e47ddc8c8eaa1fa19f68ea512fbf641a", "id": 4}, {"size": 2, "snippet": "Supplier will conduct Satisfaction Surveys in accordance with Section 6 of Schedule B. Health Net\u2019s satisfaction with the Services will be taken into account by Supplier in its performance appraisals of Supplier Personnel.", "samples": [{"hash": "hqdlvjzFy4", "uri": "/contracts/hqdlvjzFy4#user-satisfaction", "label": "Master Services Agreement", "score": 31.340862423, "published": true}, {"hash": "lh5Kj6kXuWE", "uri": "/contracts/lh5Kj6kXuWE#user-satisfaction", "label": "Master Services Agreement (Health Net Inc)", "score": 21.0, "published": true}], "snippet_links": [{"key": "supplier-will", "type": "clause", "offset": [0, 13]}, {"key": "satisfaction-surveys", "type": "clause", "offset": [22, 42]}, {"key": "in-accordance-with", "type": "definition", "offset": [43, 61]}, {"key": "section-6", "type": "definition", "offset": [62, 71]}, {"key": "health-net", "type": "definition", "offset": [87, 97]}, {"key": "the-services", "type": "definition", "offset": [118, 130]}, {"key": "by-supplier", "type": "clause", "offset": [158, 169]}, {"key": "performance-appraisals", "type": "clause", "offset": [177, 199]}, {"key": "supplier-personnel", "type": "clause", "offset": [203, 221]}], "hash": "f18e353774f1b03c675a788b1225fcc1", "id": 5}, {"size": 1, "snippet": "(a) Working in consultation with Solectron, IBM will conduct a survey annually (or on such other frequency as the Parties may agree) of an agreed percentage of Solectron\u2019s End User community. The surveys will be designed to determine the level of End User satisfaction with the Services and identify areas where End User satisfaction could be improved. The surveys will include representative samples of each major category of Solectron End User and an agreed number of in-depth, face-to-face or telephone interviews. Solectron and IBM will mutually agree on the form and content of the surveys, which will be no less thorough than those used customarily by IBM. The Parties will jointly review the results of the surveys, and IBM will develop and carry out a plan to improve End User satisfaction in areas where Solectron considers it to be lower than it should be.\n(b) Solectron\u2019s satisfaction with the Services will be a key performance factor in IBM\u2019s performance appraisals of personnel filling Key IBM Positions.\n(c) Solectron\u2019s overall satisfaction with the Services will be measured and subject to credits/bonus as specified in Schedule B (Performance Management).", "samples": [{"hash": "5DyFoMj3KuW", "uri": "/contracts/5DyFoMj3KuW#user-satisfaction", "label": "Indirect Sourcing Services Agreement (Solectron Corp)", "score": 21.0, "published": true}], "snippet_links": [{"key": "in-consultation-with", "type": "definition", "offset": [12, 32]}, {"key": "ibm-will", "type": "clause", "offset": [44, 52]}, {"key": "agreed-percentage", "type": "definition", "offset": [139, 156]}, {"key": "user-community", "type": "definition", "offset": [176, 190]}, {"key": "the-surveys", "type": "clause", "offset": [192, 203]}, {"key": "determine-the", "type": "clause", "offset": [224, 237]}, {"key": "end-user-satisfaction", "type": "clause", "offset": [247, 268]}, {"key": "services-and", "type": "clause", "offset": [278, 290]}, {"key": "representative-samples", "type": "clause", "offset": [378, 400]}, {"key": "number-of", "type": "clause", "offset": [460, 469]}, {"key": "mutually-agree", "type": "definition", "offset": [541, 555]}, {"key": "form-and-content-of-the", "type": "clause", "offset": [563, 586]}, {"key": "by-ibm", "type": "clause", "offset": [655, 661]}, {"key": "the-parties-will", "type": "clause", "offset": [663, 679]}, {"key": "results-of-the", "type": "clause", "offset": [699, 713]}, {"key": "performance-factor", "type": "clause", "offset": [928, 946]}, {"key": "performance-appraisals", "type": "clause", "offset": [956, 978]}, {"key": "key-ibm-positions", "type": "definition", "offset": [1000, 1017]}, {"key": "subject-to", "type": "definition", "offset": [1095, 1105]}, {"key": "as-specified", "type": "clause", "offset": [1120, 1132]}, {"key": "schedule-b", "type": "definition", "offset": [1136, 1146]}, {"key": "performance-management", "type": "clause", "offset": [1148, 1170]}], "hash": "e4962cd1c7923d800e3ea7fa192771b5", "id": 6}, {"size": 1, "snippet": "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.", "samples": [{"hash": "9S8CqExOT3b", "uri": "/contracts/9S8CqExOT3b#user-satisfaction", "label": "Technology Services Agreement (Phoenix Companies Inc/De)", "score": 19.0, "published": true}], "snippet_links": [{"key": "agreed-upon-percentage", "type": "definition", "offset": [96, 118]}, {"key": "user-community", "type": "definition", "offset": [134, 148]}, {"key": "the-surveys", "type": "clause", "offset": [150, 161]}, {"key": "determine-the", "type": "clause", "offset": [183, 196]}, {"key": "representative-samples", "type": "clause", "offset": [302, 324]}, {"key": "number-of", "type": "clause", "offset": [390, 399]}, {"key": "technology-services-agreement", "type": "definition", "offset": [591, 620]}, {"key": "mutually-agree", "type": "definition", "offset": [796, 810]}, {"key": "form-and-content-of-the", "type": "clause", "offset": [818, 841]}, {"key": "the-parties-shall", "type": "clause", "offset": [934, 951]}, {"key": "results-of-the", "type": "clause", "offset": [971, 985]}, {"key": "vendor-shall", "type": "clause", "offset": [999, 1011]}, {"key": "develop-and-implement", "type": "clause", "offset": [1012, 1033]}, {"key": "vendor-employees", "type": "definition", "offset": [1157, 1173]}, {"key": "business-unit", "type": "clause", "offset": [1229, 1242]}, {"key": "compensation-pay", "type": "clause", "offset": [1331, 1347]}, {"key": "vendor-client", "type": "definition", "offset": [1355, 1368]}], "hash": "142b329eb2551d4ff2837f5ff2a5d2ee", "id": 7}, {"size": 1, "snippet": "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.", "samples": [{"hash": "8qa7bSFbg3X", "uri": "/contracts/8qa7bSFbg3X#user-satisfaction", "label": "Sustainable Green Service Level Agreement (Gsla) Framework Development", "score": 24.4291581109, "published": true}], "snippet_links": [{"key": "of-information", "type": "definition", "offset": [10, 24]}, {"key": "the-preferred", "type": "clause", "offset": [384, 397]}], "hash": "b64fd6edfe2286db9e7d432874d4c6e0", "id": 8}, {"size": 1, "snippet": "If the Service is rated satisfactory or better in a quarter by Service Credit is One Month\u2019s E- Recruitment Service Charge multiplied by:", "samples": [{"hash": "fvlhzgCMadL", "uri": "/contracts/fvlhzgCMadL#user-satisfaction", "label": "Electronic Recruitment Services Agreement", "score": 21.0, "published": true}], "snippet_links": [{"key": "the-service", "type": "clause", "offset": [3, 14]}, {"key": "service-credit", "type": "definition", "offset": [63, 77]}, {"key": "one-month", "type": "definition", "offset": [81, 90]}, {"key": "service-charge", "type": "definition", "offset": [108, 122]}], "hash": "aed7a1dfbead60c455dc9425f075cbf4", "id": 9}], "next_curs": "CloSVGoVc35sYXdpbnNpZGVyY29udHJhY3RzcjYLEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2Ihp1c2VyLXNhdGlzZmFjdGlvbiMwMDAwMDAwYQyiAQJlbhgAIAA=", "clause": {"title": "User Satisfaction", "size": 25, "parents": [["performance-standards", "Performance Standards"], ["performance", "Performance"], ["service-levels", "Service Levels"], ["definitions", "Definitions"], ["knowledge-sharing", "Knowledge Sharing"]], "children": [["performance-guarantee-standards", "Performance Guarantee Standards"], ["routing-for-resolution", "Routing for Resolution"], ["user-control", "User Control"], ["complaint-intake", "Complaint Intake"], ["unresolved-matters", "Unresolved Matters"]], "id": "user-satisfaction", "related": [["customer-satisfaction", "Customer Satisfaction", "Customer Satisfaction"], ["accord-and-satisfaction", "Accord and Satisfaction", "Accord and Satisfaction"], ["full-satisfaction", "Full Satisfaction", "Full Satisfaction"], ["system-performance-requirements", "SYSTEM PERFORMANCE REQUIREMENTS", "SYSTEM PERFORMANCE REQUIREMENTS"], ["satisfaction-requirement", "Satisfaction Requirement", "Satisfaction Requirement"]], "related_snippets": [], "updated": "2025-07-07T12:37:40+00:00"}, "json": true, "cursor": ""}}