Service Evaluation Internet Service Provider - COP

Thank you for contacting our help desk. We truly want to exceed your expectations. Please help us better serve you by completing the following questionnaire:

Overall, how do you feel about your experience with [ISP] as your Internet service provider?

How do you rate your [ISP] connection (including reliability, speed, busies, disconnects, etc.)?

How would you rate [ISP] software for ease of installation and use?

Approximately how long were you on hold before being helped by our representative?

For which operating system did you place your call to support?

In speaking with your support representative, how would you rate the following?

Friendly

As friendly as I expected

Friendly

Neither friendly nor unfriendly

Less friendly than I expected

Unfriendly

Professionalism

As professional as I expected

Professional

Neither professional nor unprofessional

Less professional than I expected

Unprofessional

Interest in solving your problem

As interested as I expected

Very interested

Interested

Neither interested nor uninterested

Uninterested

When solving your problem, how would you rate the information provided?

Extremely well presented and understandable

Well presented and understandable

Sufficient to solve the problem

Difficult to understand

Extremely difficult to understand

Understanding of the problem

Very satisfied that my problem was understood

Somewhat satisfied that my problem was understood

Unsure that my problem was understood

My problem was not understood

Did not have the ability to solve my problem

Was your problem solved on this call?

Yes

No

Do not remember

If your answer to the previous question was no, why?

The problem was caused by a piece of software other than [ISP] software.

The problem was due to a network or server outage.

The problem was with my system or phone lines.

I got transferred to someone who could fix my problem.

I got frustrated and decided it was not worth fixing my problem.

The rep lacked the knowledge to resolve my [ISP] software or connection problem correctly.

If you needed to contact [ISP] 's technical support again and were given the option to speak with this representative, would you?

Yes

No

Undecided

If no, why not?

Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is

much better than other companies' technical support.

better than other companies' technical support.

about the same quality as other companies' technical support.

worse than other companies' technical support.

much worse than other companies' technical support.

I have never contacted another company for technical support.

Thank you for helping us improve our service to you. If you require further assistance, please send a separate e-mail to [email protected]. This will ensure a timely response. We can also be reached at 1-800-123-4567 24 hours a day, 7 days a week.