1. ASSET SERVICES CONTRACTING CONSULTING PLANT HIRE SERVICES Our Customers Our People Our Reputation Customer Satisfaction Survey INTRODUCTION The Customer Satisfaction Survey process provides us with the opportunity to sit down, face to face with our customers, and discuss our performance. It is designed to help us understand our customer’s perceptions of our performance, and enables customer perceptions to be measured; strengths and weaknesses identified, and improvements to be targeted and actioned. Customers should be surveyed at the end of all significant projects in conjunction with the Project Finalisation Report, or at regular intervals eg: 6 monthly with all significant customers. The survey questions focus on the four key areas of the RoadTek Strategic Plan, developed using the balanced scorecard system. These key areas are: INTERNAL PROCESSES STAKEHOLDER RELATIONSHIPS PEOPLE & LEARNING FINANCIAL DELIVERY & PERFORMANCE INSTRUCTIONS The survey must be delivered face to face with persons ideally, one removed from the RoadTek Project Manager and the Customers Representative who are directly involved. Mark each question as shown, where 5 is excellent and 1 is very poor. The survey results are to be reviewed by the service provider, and for responses of 2 or less, a WIN must be raised and registered in the RoadTek Quality System. Surveys, results and WIN’s will be reviewed by the relevant BMT as appropriate. The completed survey is to be forwarded to your Business Development Manager, for inclusion on Customer Satisfaction Database (CSD). Your Business Development Manager will provide you with assistance in using this survey. If you require any further support or if you have ideas on how we might improve our approach, please contact Steve Dewar, CS Project Manager. 123 4 5

2. ASSET SERVICES CONTRACTING CONSULTING PLANT HIRE SERVICES Our Customers Our People Our Reputation Customer Satisfaction Survey COVER SHEET Customer Name Customer ContactTitleTel: Customer TypeMain RoadsInternalExternal Project Title RoadTek Service Provider Business Unit Asset ServicesContractingConsultingPHS Branch/Product Location/Depot Cost Centre No RoadTek ContactTel: Date Surveyed Survey TypeProject CompletionSix Monthly ConstructionMaintenanceOther ContestedPreferred SupplierTied Work $0 - $0.5M$0.5 - $2.0M>$2M WIN’s raisedYes NoNumber(s): TASKCOMPLETEDNAMETel: Forward to BDMDate Data input to CSDDate Follow up requiredYes No Other Details Tick as appropriate

4. ASSET SERVICES CONTRACTING CONSULTING PLANT HIRE SERVICES Our Customers Our People Our Reputation Customer Satisfaction Survey STAKEHOLDER RELATIONSHIPS 11How effective were we in understanding your needs? 54321 12How effective were the communications practiced by our staff? 54321 13How effective were we in building good working relationships? 54321 14How well did we present as a professional organisation? 54321 15How was your overall experience in dealing with RoadTek? 54321 General Comments, Strengths & weaknesses, PEOPLE & LEARNING 16How would you rate the competencies of our staff?54321 17How well did we communicate relevant information?54321 18How well did we initiate new ideas and share learning's? 54321 General Comments, Strengths & weaknesses, FINANCE & DELIVERY PERFORMANCE 19To what extent did we provide you with value for money? 54321 20How effective were we in closing out financial issues? 54321 General Comments, Strengths & weaknesses,

5. ASSET SERVICES CONTRACTING CONSULTING PLANT HIRE SERVICES Our Customers Our People Our Reputation Customer Satisfaction Survey LESSONS LEARNEDRECOMMENDATION LESSONS LEARNED Reflect on your experiences with the project, and list any lessons that were learned. What mistakes were made? What undesirable outcomes were experienced? Note instances of exceptional performance and include any recommendations that may improve our performance on future projects.