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| How did you contact customer service? |
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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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| Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are you with the [PRODUCT]: |
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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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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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| How satisfied are you with regarding the following items?
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How often do you use [PRODUCT]?
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Overall, how satisfied are you with [PRODUCT]?
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If you contacted [COMPANY] customer service, were all problems resolved to your complete satisfaction?
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| If you have additional comments for [COMPANY] about your experience with [PRODUCT] that have not been addressed in the survey, please enter them below. | | |
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| In evaluating your most recent customer service experience, was the quality of service you received: |
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| The process of getting your problem resolved was: |
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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 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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| Over the next 12 months, how likely are you to replace your (product) with another (product or brand)? |
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In your most recent customer service experience, how did you contact the representative?
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| About how long did you have to wait before speaking to a representative? |
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Did our representative... (Select all that apply)
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About how long did it take to get this problem resolved?
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| How many times did you have to contact customer service before the problem was corrected? |
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| If you were less than totally satisfied, what could have been done to serve you better? | | |
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| How satisfied are you with your service from [COMPANY]? |
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| Would you recommend [COMPANY] to a friend? |
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For your NEXT [PRODUCT] purchase, how likely are you to purchase from [COMPANY]?
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| Which of the following modes did you use to place the order for [PRODUCT]? |
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| What would you change about the process of purchasing [PRODUCT] (i.e. placing the order, mode of payment, delivery etc) from [COMPANY]? | | |
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| Are there any other comments you have for [COMPANY]? | | |
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| How did you contact customer service? |
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If you called on the phone, how quickly did you get through?
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| If you contacted customer service by fax or email, how long did it take to get a response? |
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| What was your reason for contacting customer service? |
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| Overall, how would you rate your satisfaction with our customer service representative. |
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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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| How important are the following product characteristics to you in the selection of new hardware products?
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Which of the following products have been installed at your worksite or organization for at least three months?
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| If is installed at your site, please rate it on the criteria below.
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| Overall, I am very satisfied with the way [Company] performed (is performing) on this project. |
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| What would be your top reason for being very satisfied with [Company] service representatives? | | |
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| What would be your top reason for being very satisfied with [Company] account manager? | | |
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| Compared to how you felt about [Company] before this project, what would you now say is the likelihood of completing another project with [Company]? |
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Considering the overall value of the project you paid for, was it
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| Thank you for completing our survey. | | |
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| Please rate the performance of your (Company) Customer Service Representative:
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| What method do you usually use to place your orders? |
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Please rate the service performance of (Company) compared with your next largest supplier in each of the service areas olisted.
First, rate our performance:
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| What can your (Company) service rep do to serve you better? | | |
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| Do you usually pick up your orders? |
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If "Yes," are you treated courteously at the loading platform?
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| What can the (Company) loading platform crew do to serve you better? | | |
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| Who is your (Company) salesperson? | | |
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| Would you like to see your (Company) sales representative more or less often? |
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| What can your (Company) sales rep do to serve you better? | | |
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| Approximately what is the total annual purchase of all (type of products) from all your suppliers? |
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| Approximately what percentage of your total annual (product) purchases go to (Company)? | | |
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| How do you rate (Company's) overall service performance today compared to last year at this time? |
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| If you could change or improve just one thing about (Company) what would it be? | | |
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| Thank you for taking the time to complete this survey. |
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Have you ever ordered [PRODUCT] from [COMPANY]?
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| Overall, how would you rate [COMPANY]? |
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| How satisfied are you with your service from [COMPANY]? |
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| Would you recommend [COMPANY] to a friend? |
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For your NEXT [PRODUCT] purchase, how likely are you to purchase from [COMPANY]?
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| Which of the following modes did you use to place the LAST order for [PRODUCT]? |
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| What are the THREE main reasons you didn't purchase [PRODUCT] from [COMPANY]? | | |
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| If you could change something about [COMPANY] what would it be? | | |
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| Are there any other comments you have for [COMPANY]? | | |
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| The following is a list of product and service items. How satisfied are you with on each item?
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How long have you used [PRODUCT]?
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How often do you use [PRODUCT]?
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Overall, how satisfied are you with [PRODUCT]?
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| Compared to other [PRODUCT CATEGORY] that are available, would you say that [PRODUCT] is: |
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Will you use/purchase [PRODUCT] again?
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How likely are you to recommend [PRODUCT] to others?
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Based on your experience with [PRODUCT], how likely are you to again buy a [Company Product]?
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If you have contacted [COMPANY] customer service, were all problems resolved to your complete satisfaction?
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| What would you like to tell [COMPANY] about your satisfaction with [PRODUCT] that was not already asked in the survey? | | |
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| If you answered yes, what is the approximate total number of employees (Company Name) has at all the locations in the United States? |
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| What is the total number of permanent employees in your company at this mailing address? |
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| What is your organization's primary business activity at this location? (Select one only) |
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What are your job functions? (Please check ALL that apply)
IT Management |
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| In which of the following ways does your company currently conduct electronic business via online services, corporate extranets, intranets, or the public Internet? (Please check ALL that apply) |
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| What was your organization's total gross sales volume for last year? |
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How many people are employed in each of the following areas of your business?
Entire company |
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