Survey Example Service Quality Evaluation Customer Service Evaluation of representative, actions taken.

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Name	Service Quality Evaluation
Description	Customer Service Evaluation of representative, actions taken.
Category	Customer Satisfaction (Browse All Categories)

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Dear Customer:

As the manager of [COMPANY], 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 tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for ...... We hope that you will accept this as a token of our good will.

Sincerely,

[MANAGER_NAME]

Manager

In evaluating your most recent customer service experience, was the quality of service you received:

Very poor

Somewhat unsatisfactory

About average

Very satisfactory

Superior

Please describe if there was any particular aspect of the service experience that stood out:

The process of getting your problem resolved was:

Very poor

Somewhat unsatisfactory

About average

Very satisfactory

Superior

Please describe if there was any particular aspect of the process that stood out:

Customer Service Representative

The customer service representative as very courteous.

Strongly disagree

Somewhat disagree

Neutral

Somewhat agree

Strongly agree

Which of the following qualities of the service representative stood out (as being superior)?

Patient

Enthusiastic

Listened carefully

Friendly

Responsive

Other

What qualities of the customer service representative irked you?

Not patient

Not enthusiastic

Didn't listen carefully

Unfriendly

Unresponsive

Other

No qualities irked me

The customer service representative handled my call quickly.

Strongly disagree

Somewhat disagree

Neutral

Somewhat agree

Strongly agree

What would best describe your experience, when you called?

Kept me waiting on hold

Had to explain several times

Didn't know how to handle problem

Had to ask others

Spoke slowly

Other

No improvement needed

The customer service representative was very knowledgeable.

Strongly disagree

Somewhat disagree

Neutral

Somewhat agree

Strongly agree

The customer service:

Gave me the wrong information

Didn't understand the question

Gave unclear answers

Couldn't solve problem

Disorganized

Other

No improvement needed

The waiting time for having my question addressed was satisfactory.

Strongly disagree

Somewhat disagree

Neutral

Somewhat agree

Strongly agree

My phone call was quickly transferred to the person who could best assist me:

Strongly disagree

Somewhat disagree

Neutral

Somewhat agree

Strongly agree

Over the next 12 months, how likely are you to replace your (product) with another (product or brand)?

Certain

High chance

Equal chance

Low chance

Never

Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.

If you have any comments or concerns about this survey please Contact: -

Company Name

Address 1

Address 2

City, State, ZipCode

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