Spectramed Client Services Survey

Dear Customer

As a member of Spectramed Medical Scheme, we would like to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.

Sincerely,

Spectramed Medical Scheme

Please tick to continue

In your most recent customer service experience, how did you contact the representative?

Via the Contact Centre

Via the Walk-in Centre

Via electronic service queue(email/fax)

Via a Broker

Other, please specify

About how long did you have to wait before speaking to a representative?

I was assisted immediately

Within 1 minute

2-5 minutes

6-9 minutes

More than 10 minutes

Please give enquiry details for waiting time longer than 5 minutes

Did our representative... (Select all that apply)

Quickly identify the problem

Appear knowledgeable and competent

Help you understand the cause and the solution to the problem

Handle issues with courtesy and professionalism

About how long did it take to get this problem resolved?

Immediate Resolution

Within 1 day

Between 2 and 5 days

Between 5 and 7 days

More than a week

The problem is still not resolved

If unresolved please specify details of enquiry

How many times did you have to contact the Spectramed Contact Centre before the problem was corrected?

Once

Twice

Three Times

More than Three times

If more than 3 times, please specify enquiry details

	Very Satisfied	Somewhat Satisfied	Neutral	Somewhat Dissatisfied	Very Dissatisfied
Overall, how satisfied are you with the Spectramed Contact Centre?

If you were less than totally satisfied, what could have been done to serve you better?

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.