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| * Please indicate your gender. |
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| * To which age group do you belong? |
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| * Please indicate your geographic location. | | |
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| * What is your ethnic or racial background? | | |
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| * Please specify the highest level of education achieved. | | |
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| * Please choose one item to indicate your employment status and the sector in which you work. |
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| * If you are currently employed, to which sector do you belong? If you are not employed, please respond based on your last job. |
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| * What is your current role at work? |
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| This section concerns your expectations as a customer when you go to make a purchase or conduct some other form of business. Please respond by giving the first word or sentence that comes to mind. |
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| * When I enter a store or place of business the first thing I notice is: | | |
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| * When I meet a service representative, I expect them to: | | |
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| * While serving me, the customer service representative should: | | |
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| * My worst experience as a customer resulted from (e.g. a long wait in line): | | |
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| * My best experience as a customer resulted from (e.g. the CSR/rep gave great advice): | | |
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| The next group of questions allow you to rate Customer Service in your country. |
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| * Receiving good customer service is important to me. |
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| * If I were to describe my feelings about customer service in my country, I would say I am: |
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| * Businesses seem to be most interested in making a profit and ignore customer service: |
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| * I would be willing to pay more for an item if there is better customer service at that merchant |
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| * How much more would you be willing to pay for better customer service? |
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| * In your opinion Instances of poor Customer Service are caused by (choose all that apply) |
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| * Instances of great Customer Service are caused by (Select all that apply)? |
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| * Customer Service in my Industry / Sector is Average or Above Standard. |
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| * Please rank the following as possible cures for Bad Customer Service (5 being greatest). |
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| Staff Training |
| | | Firing Poorly Performing Staff |
| | | Exposing Instances of Poor Service |
| | | Complaining to Management |
| | | Not Returning to that Merchant |
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| * I believe that Customer Service is Poorer in the Public Sector compared to the Private Sector. |
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| * I would use a service that provides information on the best places to do business. |
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| * I would be willing to inform other customers about both good and bad service I received. |
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| * If given the opportunity to inform potential customers about bad service, please rank the following by order of importance. (5 being greatest) |
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| Anonymity |
| | | Positive Outcome |
| | | Fear of Reprisal |
| | | Ease by which to Rate Service |
| | | Size of Audience |
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| * I would take steps to improve customer service in my industry if it is proven to be below standard. |
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| * It is important to improve customer service in my country. |
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