This free survey is powered by
  1. Surveys
  2. 2016
  3. January
  4. F
  5. Feasibility Survey
0%
Exit Survey
 
 
Hi:

We would like to offer you opportunity to help shape the future of support at TOPS. We are asking our existing client base to a 9 question survey in order to gather data that will help us decide what new technologies we can implement to serve you better

Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential.

Thank you very much for your time and support. Please start with the survey now by clicking on the Next button below.
 
 
 
* Do you feel the average time it takes you or your representative to reach a support technician acceptable?
 
Yes
 
No
 
 
 
Please estimate the average time (in minutes) it takes you or your representative to reach a support technician?
   
 
 
 
* In most cases, issues are resolved on the first call with a support technician.
 
True
 
False
 
 
 
* Do you feel the average time it takes a support technician to resolve your issue once they start working is acceptable?
 
Yes
 
No
 
 
 
Please estimate the average time (in minutes) of actual work, it takes a technician to resolve your issue.
   
 
 
 
* It usually takes more than one call with the same technician to resolve an issue.
 
True
 
False
 
 
 
* Please rank (1-4) the following in order of which aspect of support is more important to you (1 is most important, 4 is least important).
Faster overall problem resolution
Shorter wait times to work with a technician
Ability to speak to a technician via phone
Faster initial contact with a technician
 
 
 
* If TOPS could provide faster initial contact with a technician and faster overall issue resolution by moving to new technology would you be interested in a different method of contacting support?
 
Yes
 
No
 
 
 
* What level of improvement (shorten the average time to reach a technician and to get resolution), as a percentage, would feel is necessary in order for you to support implementation of new technology that requires you to contact support via chat room queues (no phone in support)?
 
0%
 
10%
 
20%
 
30%
 
Not interested