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Surveys
2013
September
C
Customer Service Survey 2
Customer Service Survey 2
0%
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Did our representative... (Select all that apply)
Quickly identify the problem
Appear knowledgeable and competent
Help you understand the cause and the solution to the problem
Handle issues with courtesy and professionalism
The customer service:
Gave me the wrong information
Didn't understand the question
Gave unclear answers
Couldn't solve problem
Disorganized
No improvement needed
Other
What would best describe your experience, when you called?
Kept me waiting on hold
Had to explain several times
Didn't know how to handle problem
Had to ask others
Spoke slowly
No improvement needed
Other
What qualities of the customer service representative irked you?
Not patient
Not enthusiastic
Didn't listen carefully
Unfriendly
Unresponsive
No qualities irked me
Other
Which of the following qualities of the service representative stood out (as being superior)?
Patient
Enthusiastic
Listened carefully
Friendly
Responsive
Other
Please describe if there was any particular aspect of the process that stood out:
The following questions pertain to the process by which your most recent service contract was handled. Please indicate whether you agree or disagree with the following statements.
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
The waiting time for having my questions addressed was satisfactory
My phone call was quickly transferred to the person who best could answer my question
The automated phone system made the customer service experience more satisfying
The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree or disagree with the following statements
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
The customer service representative was very courteous
The customer service representative handled my call quickly
The customer service representative was very knowledgeable
If you indicated that the customer service was unsatisfactory, would you please describe what happened?
In thinking about your most recent experience with [COMPANY], was the quality of customer service you received:
Very Poor
Somewhat Unsatisfactory
About Average
Very Satisfactory
Superior
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