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  1. Surveys
  2. 2014
  3. January
  4. C
  5. Customer Experience
0%
 
Please rate the performance of your Stryker Customer Service Representative:
Good Acceptable Poor
Ability to describe situation effectively
Understanding of my needs
Professionalism
Phone answered immediately -- available lines
Directed to the correct person
Explaination of repair process
Availability during service hours
 
 
 
What method do you usually use to make inquiries and service requests?
 
With a customer service rep
 
With my sales rep
 
On-line computer ticket system
 
Other
 
 
 
Please rate the service performance of our extended warranty services in each of the areas listed.

Good Acceptable Poor N/A
Awareness of warranty and services offered
Ease in finding information regarding warranty and services
Clarity of repair service process
Overall the value of the service compared to the price paid is.
Technical Support is prepared upon visit(tools, authorization, ability)
Follow up process: kept updated regarding issue/inquiry
Product condition at delivery time
Supplementary material provided (manuals, tools)
Appropriatness of technical documentation
Quality of training provided to your staff
Good Acceptable Poor N/A
Ability to troubleshoot problem independently following vist
Technician availibility
Parts availability
Repair service scheduling flexibility
Overall rating of the Service Process
Appearance of company personnel and vehicles
There's sufficient information available on the support web site to solve my problem.
Methods of communication
Clarity of price list information
Sales rep helpfullness during repair process
Onsite response within 24-72 hours
Ease of acquiring quotations
Preventative maintenance check- increased up-time
 
 
 
If your problem was not resolved, did our staff offer to follow-up after the call?
 
Yes
 
No
 
 
 
How many times did you contact customer support before your problem was resolved?
 
1-2
 
3+
 
 
 
Call response within:
 
4 Hours
 
24 Hours
 
2-3 Days
 
1 Week +
 
 
 
How would you describe your service call 'wait" time:
 
Had to hang-up- wait was too long.
 
Waited awhile but worth it problem solved!
 
No wait- met expectations.
 
 
 
Please share a few things that we can do to serve you better with regards to our warranty and service packages.
   
 
 
 
Would you like your Stryker service team to be in contact more or less.
 
More often
 
About the same
 
Less often
 
 
 
May Stryker follow up with you regarding this questionnaire if we have questions?
 
Yes
 
No
 
 
 
Thank you for taking the time to complete this survey.
 
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