ASP Service Evaluation

The problem was caused by a piece of software other than [ISP] software.

The problem was due to a network or server outage.

The problem was with my system or phone lines.

I got transferred to someone who could fix my problem.

I got frustrated and decided it was not worth fixing my problem.

The rep lacked the knowledge to resolve my [ISP] software or connection problem correctly.

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Thank you for contacting our help desk. We truly want to exceed your expectations. Please help us better serve you by completing the following questionnaire: Overall, how do you feel about your experience with Trap Systems as your fraud detection provider? Excellent Very Good Good Fair Poor How do you rate your interface to Traps Systems web site (including reliability, speed, busies, disconnects, etc.)? Excellent Very Good Good Fair Poor How would you rate Trap Systems software for ease of query and use? Excellent Very Good Adequate Poor Very Poor Have you had the need to contact Trap Systems customer services department? Yes No Approximately how long were you on hold before being helped by our representative? Less than a minute 1-5 minutes 5-10 minutes 10 minutes or more Do not remember For which product did you place your call to support? VeriClaim VeriCredit Other In speaking with your support representative, how would you rate the following? Friendly As friendly as I expected Friendly Neither friendly nor unfriendly Less friendly than I expected Unfriendly Professionalism As professional as I expected Professional Neither professional nor unprofessional Less professional than I expected Unprofessional Interest in solving your problem As interested as I expected Very interested Interested Neither interested nor uninterested Uninterested When solving your problem, how would you rate the information provided? Extremely well presented and understandable Well presented and understandable Sufficient to solve the problem Difficult to understand Extremely difficult to understand Understanding of the problem Very satisfied that my problem was understood Somewhat satisfied that my problem was understood Unsure that my problem was understood My problem was not understood Did not have the ability to solve my problem Was your problem solved on this call? Yes No Do not remember If your answer to the previous question was no, why? The problem was caused by a piece of software other than [ISP] software. The problem was due to a network or server outage. The problem was with my system or phone lines. I got transferred to someone who could fix my problem. I got frustrated and decided it was not worth fixing my problem. The rep lacked the knowledge to resolve my [ISP] software or connection problem correctly. If you needed to contact [ISP] 's technical support again and were given the option to speak with this representative, would you? Yes No Undecided If no, why not? Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is much better than other companies' technical support. better than other companies' technical support. about the same quality as other companies' technical support. worse than other companies' technical support. much worse than other companies' technical support. I have never contacted another company for technical support. Thank you for helping us improve our service to you. If you require further assistance, please send a separate e-mail to [email protected]. This will ensure a timely response. We can also be reached at 1-800-123-4567 24 hours a day, 7 days a week.