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  1. Surveys
  2. 2015
  3. June
  4. Q
  5. QuestionPro : Services Provided to Consumers
0%
Exit Survey
 
 
How long have you been purchasing our services?
 
Less than 6 months
 
6 months to less than 1 year
 
1 year to less than 3 years
 
3 years to less than 5 years
 
5 years or more
 
How often do you use our services?
Don't Use Daily Weekly Monthly Quarterly
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Where do you purchase our services?
 
In our store
 
Online
 
Telephone order/catalogue
 
Through a dealer
 
Through an agent
 
Through a wholesaler
 
Other
 
 
 
 
How would you rate your overall level of satisfaction with us?
 
Highly satisfied
 
Somewhat satisfied
 
Neutral
 
Somewhat dissatisfied
 
Highly dissatisfied
 
 
How do we rate on the following attributes?
Well Below Average Below Average Average Above Average Well Above Average
Customer service experience
On-time delivery of service
Professionalism
Purchase experience
Quality of service
Understanding of customers' needs
 
 
 
How do we rate in comparison to other companies that offer the same services?
 
Much higher
 
Somewhat higher
 
Same
 
Somewhat lower
 
Much lower
 
Don't know
 
 
 
How likely are you to continue using our services?
 
Very likely
 
Somewhat likely
 
Neutral
 
Somewhat unlikely
 
Very unlikely
 
 
 
Have you ever recommended us to others?
 
No, never recommended
 
Have recommended once or twice
 
Have recommended several times
 
 
 
Do you have any suggestions for improvement?
   
 
 
 
What is your gender?
 
Male
 
Female
 
Prefer not to answer
 
 
 
What is your age?
 
Younger than 18
 
18 - 24
 
25 - 34
 
35 - 44
 
45 - 54
 
55 - 64
 
65 or older
 
Prefer not to answer
 
 
 
What best describes your employment status?
 
Employed full-time
 
Employed part-time
 
Self-employed
 
Unemployed, looking for work
 
Unemployed, not looking for work
 
Student
 
Retired
 
Homemaker
 
Military
 
Prefer not to answer
 
Other
 
 
 
 
Which of the following categories best describes your annual income?
 
Under $15,000
 
$15,000 - $29,999
 
$30,000 - $44,999
 
$45,000 - $59,999
 
$60,000 - $74,999
 
$75,000 - $89,999
 
$90,000 or more
 
Prefer not to answer
 
 
 
Overall, how do you feel about your experience with [COMPANY] as your Internet service provider?
 
Excellent
 
Very Good
 
Good
 
Fair
 
Poor
 
 

Rate the following aspects of your internet connection from
COMPANY
Excellent Very Good Good Fair Poor
Reliability
Speed
Busy signals
Disconnects
 
 
 
How would you rate [COMPANY] software for ease of installation and use?
 
Excellent
 
Very Good
 
Adequate
 
Poor
 
Very Poor
 
 
 
In speaking with your support representative, how would you rate the following?
 
 
 
Friendly
 
As friendly as I expected
 
Friendly
 
Average
 
Less friendly than I expected
 
Unfriendly
 
N/A
 
 
 
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
 
N/A
 
 
 
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
 
Other
 
 
 
 
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 the problems with my [COMPANY] software and connection correctly.
 
Other
 
 
 
 
If you needed to contact [COMPANY] 's technical support again and were given the option to speak with this representative, would you?
 
Yes
 
No
 
Undecided
 
 
 
If no, why not?
   
 
 
 
How would you rate [COMPANY] technical support as compared to that of other companies?
 
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.
 
N/A