Customer Service Department Evaluation

You recently contacted our customer service department and we want to be sure that you're satisfied with the outcome. Please complete this short survey. Your feedback will be used to improve our service.

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

--- Response Time ---

About how long did you have to wait before speaking to a representative?
  I was taken care of immediately
  Within 3 minutes
  3-5 minutes
  5-10 minutes
  More than 10 minutes

Do you agree or disagree? The customer service representative handled my call quickly.
  Strongly Agree
  Agree
  Neutral
  Disagree
  Strongly Disagree

What would best describe what happened?
  Quickly solved the problem
  Kept me waiting on hold
  Had to explain several times
  Didn't know how to handle problem
  Had to ask others
  Other    

--- Knowledge of Your Service Representative ---

Do you agree or disagree? The customer service representative was very knowledgeable.
  Strongly Agree
  Agree
  Neutral
  Disagree
  Strongly Disagree

What would best describe what happened?
  Gave me a good solution
  Gave me the wrong information
  They didn't understand the question
  Gave unclear answers
  Couldn't solve problem
  Disorganized
  Other    

--- Characteristics of Your Service Representative ---

How well do each of the following words describe your customer service representative?
  Very Well   Not At All
  1 2 3 4 5
Patient
Enthusiastic
Listened carefully
Friendly
Responsive
Courteous
Other word or phrase    

Overall, was the process for getting your problem resolved:
  Very poor
  Poor
  Average
  Good
  Very Good

--- If You Still Have a Problem ---

If you still have a problem, please consider giving us another chance to fix it. Complete the following information and a customer service manager will contact you.
  Name:   
  Phone:  
  Email:   

Thank you for completing this survey!


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