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  1. Surveys
  2. 2014
  3. February
  4. A
  5. AOC Customer Service Program Survey
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Exit Survey »
 
 
The purpose of this survey is to obtain your feedback on the proposed customer service philosophy for AOC to include definitions and pledge statements for the following standards of behavior: Responsive, Ownership, and Courteous (R.O.C.)

Do you want to be an AOC (R.O.C.) Star? Do you want to be acknowledged for the hard work you do by your coworkers, customers and visitors as well as have the ability to recognize others for the hard work they do? We have and we need your input to make it happen.

The survey consists of four questions and will likely take approximately 10 minutes to complete. Your responses will be summarized and will not be individually identified. As the acronym of our proposed service standards of behavior suggests, we want to be an agency of “R.O.C. Stars!” Your input is vital to this process and we greatly appreciate your feedback. Please contact your jurisdiction representative with any questions.
 
 
 
* Our proposed customer service philosophy statement says “We deliver the “WOW” by exceeding expectations”. Please rank in priority order the top five statements you feel best describe a high quality or “WOW” service experience (1 is your highest priority and 5 is your lowest):
A quick response time.
Treated with courtesy and respect.
The service provider takes ownership of my issue to ensure proper completion.
The service provider is helpful, and goes above and beyond to exceed my expectations.
The service provider follows up and makes sure the project was completed in a satisfactory manner.
 
 
In order to exceed expectations with each customer, we need the right definitions for our standards of behavior. How much do you agree/disagree with the following definitions? Check the circle that best fits your reaction.

Do you define Responsive as...?
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
* Timely reaction based on the customer and urgency of the need
* Immediately acknowledging the person and their need
* Communicating clearly and at the appropriate frequency to keep the customer updated
* Collaborating with coworkers, colleagues, and customers to find the best possible solution
* Implementing solutions as soon as possible
 
 
 
If you have any other way to define Responsive, please write it here:
   
 
 
In order to exceed expectations with each customer, we need the right definitions for our standards of behavior. How much do you agree/disagree with the following definitions? Check the circle that best fits your reaction.

Do you define Ownership as...?
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
* Understanding and identifying customer's needs and expectations
* Following through on requests to ensure resolution and satisfaction
* Taking pride in a task and delivering quality results consistently
* Creating an environment in which every employee looks for potential hazards and takes proactive measures to abate or mitigate them
* Empowering a workforce to use their best judgement in responding to customer needs
 
 
 
If you have any other way to define Ownership, please write it here:
   
 
 
In order to exceed expectations with each customer, we need the right definitions for our standards of behavior. How much do you agree/disagree with the following definitions? Check the circle that best fits your reaction.

Do you define Courteous as...?
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
* Being polite and respectful to all internal and external customers
* Appreciating diversity and respecting different opinions
* Actively listening to understand a customer's needs
* Being aware of tone and body language
* Learning about the customer to identify the solution that best meets their needs
 
 
 
If you have any other way to define Courteous, please write it here:
   
 
 
To help the AOC become an agency of “R.O.C. Stars”, can you support the following behavior-related statements?
Yes No
* We immediately acknowledge you and your needs: we ensure you receive a timely resolution.
* We provide personalized and proactive service: we anticipate needs and implement solutions.
* We treat others as we want to be treated: everyone is a VIP.
 
 
 
If you have any comments about the behavior-related statements, please write them here:
   
 
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