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Voice of Customer - External (addressed to 3rd Party Vendors serviced by Avon EMEA FSC)

Striving for improving the quality of our Customer Service, we would like to know your opinion about the service you have received so far.

Help us to meet all your expectations by answering the following questions.

CUSTOMER SERVICE QUALITY - ASSESSMENT

1. Do you have all necessary information to reach AVON FSSC in case of your queries?

Yes

No

3. Are you satisfied with current communication flow?

Yes

No

4. For processing of your queries, addressed to AVON FSSC, the service in your native language is:

a must

nice to have

not necessary

5. Are you satisfied with language skills of Call Centre operator?

very satisfied

satisfied

neutral

dissatisfied

6. Are you familiar with standard Avon procedures and requirements regarding your payments processing?

Yes

No

7. What are the most frequent reasons for your queries?

status of outstanding invoice

balance confirmation

incorrect booking/ payment

payment confirmation

bank details change

other

if other, please specify:

8. Would you like to receive the confirmation of your query resolution via e-mail?

Yes

No

9. Do you feel satisfactorily supported by AVON FSSC in terms of issue handling?

very satisfied

satisfied

neutral

dissatisfied

10. What enhancements, in your opinion, could improve Customer Service quality?

COMMUNICATION CHANNEL EFFECTIVENESS - ASSESSMENT

- PHONE -

11. How long do you accept to stay on line until your call is connected to the Customer Service agent?

up to 1 minute

1 to 2 minutes

2 minutes and more

12. Do you find the answers provided by Call Centre operators reliable and sufficient?

always

very often

quite often

rarely

13. Are you satisfied with the time of query resolution? (contact by phone)

14. How long do you accept to wait for your queries raised by e-mail to be actioned?

up to 24 hours

24 hours – 3 days

3 days and more

15. Are you satisfied with the answers provided to your queries raised by