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| In thinking about your most recent experience with [COMPANY], was the quality of customer service you received: |
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| If you indicated that the customer service was unsatisfactory, would you please describe what happened? | | |
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| The process for getting your concerns resolved was: |
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| Would you please take a few minutes to describe what happened? | | |
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Customer Service Representative
The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree or disagree with the following statements
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| Are there any other comments about the customer service representative you would like to add? | | |
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The Process
The following questions pertain to the process by which your most recent service contract was handled. Please indicate whether you agree or disagree with the following statements.
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| In evaluating your most recent customer service experience, was the quality of service you received: |
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| Please describe if there was any particular aspect of the service experience that stood out: | | |
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| The process of getting your problem resolved was: |
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| Please describe if there was any particular aspect of the process that stood out: | | |
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Customer Service Representative
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| The customer service representative as very courteous. |
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| Which of the following qualities of the service representative stood out (as being superior)? |
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| What qualities of the customer service representative irked you? |
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| The customer service representative handled my call quickly. |
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| What would best describe your experience, when you called? |
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| The customer service representative was very knowledgeable. |
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| The waiting time for having my question addressed was satisfactory. |
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| My phone call was quickly transferred to the person who could best assist me: |
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| How many times did you have to contact customer service before the problem was corrected? |
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