Customer Satisfaction Survey
1.
In evaluating your most recent customer service experience, please rate the following.
*
(1 = Very Poor, 2 = Somewhat Unsatisfactory, 3 = About Average, 4 = Very Satisfactory, 5 = Superior, 6 = Superior)
1
2
3
4
5
6
Quality of Service
Resolving the Problem
2.
Please describe what stood out from the service experience you had.
*
3.
Please descibe what stood out in the process of getting your problem resolved.
*
4.
Please evaluate the customer service representitive on how they handled your call
*
(1 = Storngly disagree, 2 = Somewhat disagree, 3 = Neutral, 4 = Somehwhat agree, 5 = Strongly agree)
1
2
3
4
5
Very courteous
Handled call quickly
Knowledgeable
If transferred was done quickly
5.
Was there anything about the service that stands out as being superior?
*
Patient
Enthusiastic
Listened carefully
Friendly
Responsive
Other
6.
What about the customer service could be improved? Was the representative
Not patient
Not enthusiastic
Didn't listen carefully
Unfriendly
Unresponsive
No improvement needed
Other
7.
What would best describe what happened
*
Kept me waiting on hold
Had to explain several times
Didn't know how to handle problem
Had to ask others
Spoke slowly
No improvement needed
Other
8.
All things considered, 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
Finish
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