Hello:
You are invited to participate in a survey for our Operations Management Project. In this survey, approximately 60 people will be asked to complete questions about Customer Service. It will take approximately 10-15 minutes to complete the questionnaire.
Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.
Your survey responses will be stricly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact [Name of Survey Researcher] at [Phone Number] or by email at the email address specified below.
Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
What type of job do you have at USD? How long (years) have you been using computers? (0 - 100) On a scale of 1-5 (with 5 being expert and 1 being complete novice) how would you rate your computer skills/knowledge? On a scale of 1-5 (with 5 being extremely satisfied and 1 being completely unsatisfied) how would you rate your OVERALL satisfaction with desktop services? (1-5) How would you rate the friendliness and courtesy of the staff? (1-5 with 1 being poor and 5 being excellent). How would you rate the skill level of the staff? (1-5 with 1 being poor and 5 being excellent). How would you rate the promptness with which your problems are handled? (1-5 with 1 being poor and 5 being excellent). How do you compare USD desktop support with support you have received from other desktop support/helpdesk/computer customer support (i.e. your home computer's customer support or past/other employeer's desktop support)? (WORSE, SAME, BETTER, Ive never received alternate service) How often do you require the services of desktop support in any given 12 month period? (0-100) How long (weeks, days, hours) does it take to have your desktop support issues addressed? 9) What do you feel is a reasonable time to wait until you speak to a live representative about your computer problem? 10) What do you feel is a reasonable time to wait until your problem is resolved? In general, the majority of your Desktop Support requests are problems with: If USD allowed you to choose between getting software and hardware service from the USD Desktop techs and getting service through an outsourced provider like Dell Professional Services who would you choose? Why? If USD provided a web site or a CDROM with an interactive tool to help you diagnose and fix your own problems, would you use it? Why/Why not? |
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