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  2. 2015
  3. February
  4. Q
  5. QuestionPro : Support/Customer Service Call Follow

QuestionPro : Support/Customer Service Call Follow

KNet Service Desk IT Support
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Hello:
You are invited to participate in our survey for KNet Service Desk IT Support. It will take approximately 5 minutes to complete the questionnaire.

Your participation in this study is completely voluntary.  It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. If you have questions at any time about the survey or the procedures, you may contact the email address specified below.

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How satisfied were you with our Knet Service Desk Support?
 
Very satisfied
 
Somewhat satisfied
 
Neutral
 
Somewhat dissatisfied
 
Very dissatisfied
 
 
 
How satisfied were you with how the Knet Service Desk Support Team resolved your problem?
 
Very satisfied
 
Somewhat satisfied
 
Neutral
 
Somewhat dissatisfied
 
Very dissatisfied
 
 
 
If your problem was not resolved, did our Service Desk Support team offer to follow-up after the call?
 
Yes
 
No
 
 
Please rate our Service Desk Support specialist on the following attributes.
Very Poor Poor Fair Good Very Good
Responsiveness
Professionalism
Politeness
Knowledge of the problem
Efficiency in solving the problem
Manner of handling follow-up questions
 
 
 
How long did you have to wait on the telephone before the KNet Service Desk Support specialist was available?
 
Less than 1 minute
 
1 to less than 3 minutes
 
3 to less than 5 minutes
 
5 to less than 10 minutes
 
10 minutes or over
 
 
 
How long did it take for Service Desk Support team to resolve your problem?
 
Less than 5 minutes
 
5 minutes to less than 10 minutes
 
10 minutes to less than 20 minutes
 
20 minutes to less than 30 minutes
 
30 minutes or more
 
Next day
 
More than a day
 
Problem did not get resolved
 
 
 
How many times did you contact the Service Desk Support team before your problem was resolved?
 
Once
 
Twice
 
Three times
 
More than three times
 
Problem is still unresolved
 
 
 
Do you have any suggestions for improvement?