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In evaluating your most recent customer service experience, was the quality of service you received:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
 
 
Would you please take a few minutes to describe what about the service experience stands out:
   
 
 
 
Was the process for getting your problem resolved:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
 
 
Would you please take a few minutes to describe what about the process of getting your problem resolved stand out:
   
 
 
 
Would you please take a few minutes to evaluate the customer service representative.
 
 
 
The customer service representative as very courteous.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
Was there anything about the courteousness of the service that stands out as being superior?
 
Patient
 
Enthusiastic
 
Listened carefully
 
Friendly
 
Responsive
 
Other
 
 
 
What about the customer service could be improved? Was the representative:
 
Not patient
 
Not enthusiastic
 
Didn't listen carefully
 
Unfriendly
 
Unresponsive
 
Other
 
No improvement needed
 
 
 
The customer service representative handled my call quickly.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
What would best describe what happened:
 
Kept me waiting on hold
 
Had to explain several times
 
Didn't know how to handle problem
 
Had to ask others
 
Spoke slowly
 
Other
 
No improvement needed
 
 
 
The customer service representative was very knowledgeable.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
What would best describe what happened:
 
Gave me the wrong information
 
They didn't understand the question
 
Gave unclear answers
 
Couldn't solve problem
 
Disorganized
 
Other
 
No improvement needed
 
 
 
The waiting time for having my question addressed was satisfactory.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
My phone call was quickly transferred to the person who best could answer my question.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
All things considred, over the next 12 months, how likely are you to replace your (product) with another (product or brand)?
 
Certain
 
High chance
 
Equal chance
 
Low chance
 
Never
 
 
 
In evaluating your most recent customer service experience, was the quality of service you received:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
 
 
Would you please take a few minutes to describe what about the service experience stands out:
   
 
 
 
Was the process for getting your problem resolved:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
 
 
Would you please take a few minutes to describe what about the process of getting your problem resolved stand out:
   
 
 
 
Would you please take a few minutes to evaluate the customer service representative.
 
 
 
The customer service representative as very courteous.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
Was there anything about the courteousness of the service that stands out as being superior?
 
Patient
 
Enthusiastic
 
Listened carefully
 
Friendly
 
Responsive
 
Other
 
 
 
What about the customer service could be improved? Was the representative:
 
Not patient
 
Not enthusiastic
 
Didn't listen carefully
 
Unfriendly
 
Unresponsive
 
Other
 
No improvement needed
 
 
 
The customer service representative handled my call quickly.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
What would best describe what happened:
 
Kept me waiting on hold
 
Had to explain several times
 
Didn't know how to handle problem
 
Had to ask others
 
Spoke slowly
 
Other
 
No improvement needed
 
 
 
The customer service representative was very knowledgeable.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
What would best describe what happened:
 
Gave me the wrong information
 
They didn't understand the question
 
Gave unclear answers
 
Couldn't solve problem
 
Disorganized
 
Other
 
No improvement needed
 
 
 
The waiting time for having my question addressed was satisfactory.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
My phone call was quickly transferred to the person who best could answer my question.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
All things considred, over the next 12 months, how likely are you to replace your (product) with another (product or brand)?
 
Certain
 
High chance
 
Equal chance
 
Low chance
 
Never
 
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