This free survey is powered by QUESTIONPRO.COM
  1. Surveys
  2. 2012
  3. March
  4. S
  5. Store Systems Improvement Survey
0%
Exit Survey »
 
 
Helpdesk.

As part of my new duties as the Store Systems Lead I am now over the Technical Support Engineer team and ultimately the support that we provide to you, our customers. I know that there are issues with communication, how we prioritize calls, etc and I have a number of goals that are part of my 2012 action plan which address a number of issues. To help me plot out the year I wanted to shoot a survey your way so I can get feedback from each of the team members on the helpdesk.

This survey is being done on an external survey site as to keep the answers you select as anonymous as possible. There is no way of knowing who answered what, and it is important you are open with your ratings so that I can help make improvements where needed.

This survey should only take a few minutes of your time and your participation is greatly appreciated.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.

Thanks,
Jeremy Haggard
Store Systems Lead
 
 
 
* How would you rate the current level of support you receive from the Store Systems Technical Support Team?
 
Substantially Exceeds Expectations
 
Exceeds Expectations
 
Meets Expectations
 
Partially Meets Expectations
 
Does Not Meet Expectations
 
 
 
* What is the biggest opportunity in your opinion for improvement to get better support from the Store Systems Technical Support Team
 
More relevant call resolutions (better details)
 
Following up on open tickets
 
Updating troubleshooting steps for the helpdesk
 
Our interaction with stores (ex: Calling before fixing a problem remotely)
 
Other
 
 
 
 
* Rank the following in the order of importance in which you would like to receive updated training from the Store Systems Technical Support Team

(# the following items 1-7, where 1 is the most important and 7 is the least, do not use a number more then once)
Customer Terminals (Ingenicos)
Xerox Printers
RF Scanners / Wireless Network
Email (Outlook issues)
Inventory Functions (ex: Label printing, receiving. super pegging)
Xstore Troubleshooting
Receipt Printers
 
 
 
* Which of the following types of calls are you most frequently unable to resolve without creating an assignment to the Store Systems Technical Support Team?
 
Email (Outlook issues)
 
Inventory Functions (ex: Label printing, receiving. super pegging)
 
Network troubleshooting
 
RF Scanners
 
Receipt Printers
 
Xstore Troubleshooting
 
Customer Terminals (Ingenicos)
 
Xerox Printers

 
 
 
* Which types of transactions do you have the most trouble resolving?
 
Special Orders
 
Tax Exempt
 
Discounts or Coupons
 
Layaways
 
Refunds

 
 
 
Please provide any additional feedback or thoughts you would like to provide on how I can help improve the level of service the Helpdesk receives from the Technical Support Team. (Optional)
   
 
Once again, thank you for taking the time to complete this survey.
Survey Software Powered by QuestionPro Survey Software