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  1. Surveys
  2. 2012
  3. November
  4. S
  5. Service with a smile
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Hello:
You are invited to participate in our survey "Service with Smile". In this survey.

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential.
Thank you very much for your time and support.
 
Internal Data Structure Error
 
 
Employee's smile strength
0 (no) 1 (minimal) 2 (maximal)
Pre-encounter
During encounter
Post-encounter
 
 
Employee's other positive behaviors
0 as no 1 as yes
Verbal greeting
Eye contact
Verbal fare farewell
 
 
Customer's smiling strength
0(no) 1(minimal) 2(maximal)
Pre-encounter
During encounter
Post-encounter
 
 
Customer's post-encounter mood
1(not at all) 2 3(neutral) 4 5(extremely)
Contented
Pleased
Excited
 
 
Customer's service quality appraisal
1(not at all) 2 3(neutral) 4 5(extremely)
Friendly
Efficient
Accurate
Knowledgeable
Responsive
 
 
Customer's encounter satisfaction
1(not at all) 2 3(neutral) 4 5(extremely)
Satisfaction with outcome/product
Was customer treated well?
 
 
Customer's encounter satisfaction
1(Very Unsatisfied) 2(Unsatisfied) 3(Neutral) 4(Satisfied) 5(Very Satisfied)
Overall satisfaction
 
Thank you so much and keep Smiling !
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