ISP Service Evaluation Survey Template

Customer service is generally a very sensitive issue with respect to an Internet Service Provider (ISP). There are a significant number of cases where customers switch ISPs frequently due to dissatisfaction and the general mediocrity in the ISP business. Consumers can get in touch with an ISP anytime - anywhere, due to which customer satisfaction becomes easily controllable for ISPs around the globe. Real-time and efficient customer service along with best-in-class technical support are two factors which control customer satisfaction.
It has been proven over the last decade that those ISPs who prioritize customer service definitely have an edge over the others in the market. It is advisable to send across this survey template to all your customers to know them better so that you can serve them better and retain them in this ever-growing and overcrowded ISP market. This questionnaire offers questions to obtain insights into ISP connection quality, installation process, the operating system used to contact customer service, customer service rating etc.



   
 
Thank you for contacting our help desk. Please help us better serve you by completing the following questionnaire:
 
   
 
Overall, how do you feel about your experience with [ISP] as your Internet service provider?
 
Excellent
 
Very Good
 
Good
 
Fair
 
Poor
 
   
 
How do you rate your [ISP] connection (including reliability, speed, busy-signals, disconnects, etc.)?
 
Excellent
 
Very Good
 
Good
 
Fair
 
Poor
 
   
 
How would you rate [ISP] software for ease of installation and use?
 
Excellent
 
Very Good
 
Adequate
 
Poor
 
Very Poor
 
   
 
For which operating system did you place your call to support?
 
Win 3.x
 
Win 95/98/NT/2000
 
Mac 7.x
 
Mac 8.x or higher
 
Called via telephone
 
Other (operating system)
 
 
   
 
In speaking with your support representative, how would you rate the following?
 
   
 
Friendliness
 
As friendly as I expected
 
Friendly
 
Neither friendly nor unfriendly
 
Less friendly than I expected
 
Unfriendly
 
   
 
Professionalism
 
As professional as I expected
 
Professional
 
Neither professional nor unprofessional
 
Less professional than I expected
 
Unprofessional
 
   
 
Interest in solving your problem
 
As interested as I expected
 
Very interested
 
Interested
 
Neither interested nor uninterested
 
Uninterested
 
   
 
When solving your problem, how would you rate the information provided?
 
Extremely well presented and understandable
 
Well presented and understandable
 
Sufficient to solve the problem
 
Difficult to understand
 
Extremely difficult to understand
 
   
 
Understanding of the problem
 
Very satisfied that my problem was understood
 
Somewhat satisfied that my problem was understood
 
Unsure that my problem was understood
 
My problem was not understood
 
Did not have the ability to solve my problem
 
   
 
Was your problem solved on this call?
 
Yes
 
No
 
Do not remember
 
Not sure
 
   
 
If your answer to the previous question was no, why?
 
The problem was caused by a piece of software other than [ISP] software.
 
The problem was due to a network or server outage.
 
The problem was with my system or phone lines.
 
I got transferred to someone who could fix my problem.
 
I got frustrated and decided it was not worth fixing my problem.
 
The rep lacked the knowledge to resolve my [ISP] software or connection problem correctly.
 
Other
 
 
   
 
If you needed to contact [ISP] 's technical support again and were given the option to speak with this particular representative, would you?
 
Yes
 
No
 
Undecided
 
   
 
If no, why not?
   
 
   
 
Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is
 
much better than other companies' technical support.
 
better than other companies' technical support.
 
about the same quality as other companies' technical support.
 
worse than other companies' technical support.
 
much worse than other companies' technical support.
 
I have never contacted another company for technical support.
 
   
 
Thank you for helping us improve our service to you. If you require further assistance, please send a separate e-mail to test@test.com. This will ensure a timely response. We can also be reached at 1-800-XXX-XXXX.
 

Why conduct an ISP Service Evaluation Survey?

In a market as volatile as the ISP market, you must consider the importance of customer satisfaction and loyalty. With more than 50 ISPs catering to residential locations as well as businesses, customers have a lot of options to choose from and this makes it harder for each one of these ISPs to survive in this market. Customers choose those brands who value their time and money and put in efforts to make sure customer complaints are resolved in time.

  • An ISP service evaluation survey is the most effective medium for customers to vent out their dissatisfaction levels and also suggest areas for improvement. Building an intangible relationship with customers is what is needed for an ISP to succeed.
  • Customers can share their feelings about their experience with your company as an ISP, provide inputs about ease of installation and use and also rate the connection quality. For you to be able to provide best-in-class ISP services, you need to analyze responses received for all these aspects.
  • The foundation of a good ISP is flawless customer service and for it to be flawless, you need to ask the right questions about the executives to the customers. This survey template has a separate section for customer care executive ratings which include factors such as friendliness, professionalism, problem-solving skills, mode of problem-solving etc. Answers to these questions can be used to improve the service offered by your customer service team.
  • As discussed earlier, it is necessary for each and every ISP to provide something that the others in the market are not able to provide. Inputs about services offered by competitors can also be analyzed by sending out this questionnaire.

Best Uses of ISP Service Evaluation Survey

  • Build a sustainable relationship with customers over a course of time by including questions about their complaints and also customer services.
  • Analyze competitor services to improve your services based on those inputs.
  • Ask 15+ questions to solve those factors which are consistently proving to be a bottleneck for your customer service.

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