Untitled | QuestionPro

Help Desk Support:

How satisfied are you with:

	Very satisfied	Satisfied	Neutral	Dissatisfied	Very dissatisfied	N/A
overall quality of telephone support?

overall quality of on-site support?

knowledge and professionalism of the help desk support staff?

knowledge and professionalism of on-site support engineers?

communication and follow-up on problem resolution?

ability of help desk to diagnose your problem?

ability of the help desk to solve your problem?

time required to resolve your problem?

overall quality of the solution?

maintenance services offered?

Please tell us how we could improve the quality of support we provide to you or your organization:

[COMPANY] understands the service needs of my organization.

Overall, how satisfied are you with the amount of contact between you/your organization and [COMPANY]?

Overall, the quality of [COMPANY]'s sales department service is:

Would you recommend [COMPANY] services to colleagues or contacts within your industry?

Yes

No

Not sure

Other (Please Specify)

Why or why not?

Overall, I am very satisfied with the way [COMPANY] performed (is performing) on this project.

What would be the primary reason for being very satisfied with [COMPANY] service representatives?

What would be the primary reason for being very satisfied with [COMPANY] account manager?

Compared to how you felt about [COMPANY] before this project, what would you say is the likelihood of completing another project with [COMPANY] now?

Better, based on performance

About the same

Worse, based on performance

Not sure

Considering the overall value of the project you paid for, was it

An exceptional value, worth more than you paid for it

A good value, worth about what you paid for it

A poor value, worth less than you paid for it

Not sure

Thank you for completing our survey. If you have any other comments for [COMPANY] please enter them below.

Thank you for visiting our Customer Support Satisfaction Survey. We appreciate your feedback on how we handled your recent inquiry! Please answer all questions, then click on the "Submit Survey" button at the bottom of the page.

Do you consider the problem resolved?

Yes

No

Was your question or issue resolved the first time you contacted technical support?

Yes

No

What is your overall satisfaction with this particular phone support experience?

Did you attempt to use our online support web site before making this call?

Yes

No

If yes, how satisfied were you overall with this online support experience?

How satisfied are you with our technical support in general?

We sincerely appreciate any comments or suggestions you have which will improve your satisfaction with our service.

In your most recent customer service experience, how did you contact the representative?

There sufficient information available on the support web site to solve my problem.

Did our representative (Select all that apply):

Quickly identify the problem

Appear very knowledgeable and competent

Help you understand the causes and solution to your problem

Handle problems with courtesy and professionalism

About how long did you have to wait before speaking to a representative?

About how long did it take to get this problem resolved?

Immediate resolution

Less than one day

Between 1 and 3 days

Between 3 to 5 days

More than a week

The problem is still unresolved

How many times did you have to contact customer service before the problem was corrected?

Overall, how satisfied are you with your customer service experience?

If you were less than totally satisfied, what could have been done to serve you better?

In evaluating your most recent customer service experience, was the quality of service you received:

Would you please take a few minutes to describe what about the service experience stands out:

Was the process for getting your problem resolved:

Would you please take a few minutes to describe what about the process of getting your problem resolved stand out:

Would you please take a few minutes to evaluate the customer service representative.

The customer service representative as very courteous.

Was there anything about the courteousness of the service that stands out as being superior?

What about the representative could be improved?

The customer service representative handled my call quickly.

What would best describe what happened:

Kept me waiting on hold

Had to explain several times

Didn't know how to handle the problem

Had to ask others

Spoke slowly

No improvement needed

Other

The customer service representative was very knowledgeable.

What would best describe what happened:

Gave me the wrong information

They didn't understand the question

Gave unclear answers

Couldn't solve problem

Disorganized

No improvement needed

Other

The waiting time for having my question addressed was satisfactory.

My phone call was quickly transferred to the person who best could answer my question.