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1. This survey is designed to be taken by Member Services representatives after finishing a call with a member. The goal is to get more information about what problems members are having, and find out what could be added to the online Help/FAQ sections in order to allow members to rely more on the website for information. |
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2. Which phone line are you connected to? |
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3. Check the topic which best describes the caller's inquiry. |
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| 4. What is the member ID of the caller? (optional) | | |
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5. Was this the caller's first time calling on this issue? |
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6. What time of day was the call made? |
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7. Does the member use the website? |
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8. Does the member have internet access? |
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9. What type of user is calling? |
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10. Which describes the reason for the call? Please select all that apply. (Further questions will be shown around each option selected; options not selected will allow representative to skip that subheading) |
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12. Had the member already searched for these books on the website? |
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13. How many books did they successfully order in the call? (Regardless of whether you ordered for them or if they used the website during the call) |
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14. How many of the books they wanted were not available in any form? (Do not include substitutions - e.g. national edition for state, copyright years, etc.) |
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15. How many of the books they wanted were only available in an alternate form? (e.g. national edition for state, copyright years, etc.) |
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16. Did the caller ask about new titles in our collection? |
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17. Did the member ask about getting unavailable books recorded? |
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18. Was the caller aware of the title suggestion feature? |
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20. What did the member need? |
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21. Did you have to do a keyword search? |
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22. Would any of the following search functions helped the member? |
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23. Would they have been able to use our current system to find their books? |
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| 24. Are there any search or browsing functions that would have helped the member? | | |
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26. What type of book do they need help using? |
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27. Do they know about the Download Manager? |
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28. Was the caller's current system compatible with the system requirements? |
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29. Were they successfully able to download and order a book? |
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30. Did you have them download or install ReadHear? |
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35. What is the question about certification? |
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37. Did the member know that they needed to be renewed? |
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38. Could the member find where to renew on the website? |
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39. Problems with playing books |
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40. What was the problem with playing the book? |
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41. Member ID/Login information |
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42. What does the member need to know? |
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43. Does the member have an online account set up? |
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44. If the member knew their ID, how did they think it began? |
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45. General Questions about book formats, devices, or membership options |
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46. The caller needed general information or guidance about: |
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47. Based on the caller's needs, I recommended they use: |
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48. Were the issues resolved? |
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| 49. What other information is needed to resolve this issue? | | |
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50. Did you search the website Training & Support or FAQs while on the call? |
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51. Did the user request a link to a particular section of our website to find more information? |
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