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2009
March
S
Signiant Support Case Close Survey v2
Signiant Support Case Close Survey v2
Dear Customer:
As the manager of Signiant Technical Support, I want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to answer this short (8 questions) survey about the support that you have received so far. We appreciate your business and want to make sure we meet your expectations.
Thank you very much for your time and input. Please start with the survey now by clicking on the
Continue
button below.
Sincerely,
Jad Abdul
[email protected]
Technical Support Manager
Signiant
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In your most recent customer support experience, how did you contact the support group?
Telephone
Email
Online Support Portal
Other
Yes
No
Did you search the
Signiant knowledge base
prior to opening a case?
If you submitted your request by e-mail or online, how long did it take for a support engineer to contact you?
I was taken care of immediately
Within 1 hour
2-5 hours
5-8 hours
More than 8 hours
Other
Did our engineer... (Select all that apply)
Quickly identify the problem
Appear knowledgeable and competent
Help you understand the cause and the solution to the problem
Handle issues with courtesy and professionalism
Have problems understanding my issue
About how long did it take to get this case resolved?
Immediate Resolution
Less than a day
Between 2 and 5 days
More than a week
More than 2 weeks
The case is still not resolved
1
2
3
4
5
6
7
8
9
10
On a scale from 1-10, with 1 being very unlikely and 10 being very likely, how likely are you to recommend Signiant products and services to others?
1
2
3
4
5
6
7
8
9
10
On a scale from 1-10, with 1 being very dissatisfied and 10 being very satisfied, how satisfied are you with the customer support experience?
If you were less than totally satisfied, what could have been done to serve you better?
Please contact
[email protected]
if you have any questions regarding this survey.
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