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In thinking about your most recent experience with (Company Name), was the quailty of customer service you received:

Excellent

Good

Average

Poor

Very poor

If you were not totally satisfied with the customer service, please describe the reasons for your dissatisfaction.

Was the process for getting your question resolved:

If you were not totally satisfied with the process of getting your problem resolved, please describe the reasons for your dissatisfaction.

Would you say the value of the (Company product), as compared to its price, is:

The following questions pertain to the customer service representative you spoke to most recently.

The customer service representative was very courteous.

The customer service representative handled my call quickly.

The customer service representative was very knowledgeable.

The following questions pertain to the process by which your most recent service contract was handled.

The waiting time for having my questions addressed was satisfactory.

All things considered, over the next 12 months how likely are you to replace your (Company's Product)?

If you are looking to replace (Company Product), what are some of the reasons for doing so?