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Surveys
2017
February
Q
QuestionPro : Service Quality Evaluation Survey Te
QuestionPro : Service Quality Evaluation Survey Te
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Dear Customer:
As the manager of [COMPANY], I want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for ...... We hope that you will accept this as a token of our good will.
Sincerely,
[MANAGER_NAME]
Manager
Please rate the quality of service you received:
Very poor
Somewhat unsatisfactory
About average
Very satisfactory
Superior
Please describe if there was any particular aspect of the service experience that was unique
The process of getting my problem resolved was:
Very poor
Somewhat unsatisfactory
About average
Somewhat satisfactory
Very Satisfactory
Please describe if there was any particular aspect of the process that was unique.
Customer Service Representative
The customer service representative was courteous.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
Which of the following qualities of the service representative stood out (as being superior)?
Patient
Enthusiastic
Attentive
Friendly
Responsive
Other
What qualities of the customer service representative that you did not like?
Not patient
Not enthusiastic
Not attentive
Unfriendly
Unresponsive
Other
No qualities that I did not like
The customer service representative handled my call quickly.
Strongly agree
Somewhat agree
Neutral
Somewhat disagree
Strongly disagree
What would best describe your experience with the customer service representative?
Kept me waiting on hold
Had to explain several times
Didn't know how to handle problem
Had to ask other employees
Did not speak clearly
Other
The customer service representative was very knowledgeable.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
The customer service:
Gave me the wrong information
Didn't understand the question
Gave unclear answers
Couldn't solve the problem
Disorganized
No improvement needed
Other
The waiting time for having my questions answered was satisfactory.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
My phone call was quickly transferred to the person who could best assist me:
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
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
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.
If you have any comments or concerns about this survey please Contact: -
Company Name
Address 1
Address 2
City, State, ZipCode
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