Customer Support Service Evaluation

Customer support service evaluation survey.


   
 
Thank you for visiting our Customer Support Satisfaction Survey. We appreciate your feedback on how we handled your recent inquiry! Please complete the questionnaire, then click on the "Submit Survey" button at the bottom of the page.
 
   
 
Do you consider the problem resolved?
 
Yes
 
No
 
   
 
Was your question or issue resolved the first time you contacted technical support?
 
Yes
 
No
 
   
 
What is your overall satisfaction with this particular phone support experience?
   
 
   
 
Did you attempt to use our online support website before making this call?
 
Yes
 
No
 
   
 
If yes, how satisfied overall were you with this online support experience?
   
 
   
 
How satisfied are you with our technical support in general?
   
 
   
 
We sincerely appreciate any comments or suggestions you have which will improve your satisfaction with our service.
   
 
   
 
In your most recent customer service experience, how did you contact the representative?

 
In person
 
By telephone
 
Internet
 
Through a dealer
 
Other
    
 
   
 
There is sufficient information available on the support website to solve my problem.

 
Strongly Agree
 
Somewhat Agree
 
Neutral
 
Somewhat Disagree
 
Strongly Disagree
 
N/A
 
   
 
Did our representative (Select all that apply):
 
Quickly identify the problem?
 
Appear very knowledgeable and competent?
 
Help you understand the causes and solution to your problem?
 
Handle problems with courtesy and professionalism?

 
   
 
About how long did you have to wait before speaking to a representative?
 
I was taken care of immediately
 
Within 3 minutes
 
3-5 minutes
 
5-10 minutes
 
More than 10 minutes
 
   
 
About how long did it take to get this problem resolved?
 
Immediate resolution
 
Less than one day
 
Between 1 and 3 days
 
Between 3 to 5 days
 
More than a week
 
The problem is still unresolved
 
   
 
How many times did you have to contact customer service before the problem was fixed?
 
Once
 
Twice
 
Three times
 
More than three times
 
The problem is still not resolved
 
   
 
Overall, how satisfied are you with your customer service experience?
 
Very satisfied
 
Satisfied
 
Neutral
 
Dissatisfied
 
Very dissatisfied
 
   
 
If you were not totally satisfied, what could have been done to serve you better?
   
 

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