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Surveys
2008
March
H
HES Customer Support Experience Survey
HES Customer Support Experience Survey
Q1. What was the primary reason for your most recent call to HES support?
Needed product order and/or pricing information
Needed technical information on a product
Needed to request a return on a product
Other
Q1a. What was the reason for requesting a return on the product?
Order error
Product defect
Other
Q2. Which of the following best describes your role or organization?
Distributor
Locksmith/Installer
Systems Integrator
Security Consultant
Facilities Manager
DSS/ISS Representative
EMG Representative
International group
Other
Q3. As a distributor, which of the following best describes your organization?
Locksmith distributor
Alarm distributor
General distributor
Contract door and hardware distributor
Other
Q4. What is the name of your organization?
When answering the following questions, please base your responses on your most recent experience with HES support. If you were transferred at any time during your call, please base your responses on the representative you interacted with the most.
On a scale of 1 to 10, where 1 is completely dissatisfied and 10 is delighted, how would you rate the following:
1
2
3
4
5
6
7
8
9
10
Don't Know
Q5. The representative’s ability to resolve or address your issue or question?
Q6. What is the reason for giving this rating on the representative’s ability to resolve or address your issue or question?
On a scale of 1 to 10, where 1 is completely dissatisfied and 10 is delighted, how would you rate the following:
1
2
3
4
5
6
7
8
9
10
Don't Know
Q7. The courtesy of the representative?
Q8. What is the reason for giving this rating on the courtesy of the representative?
On a scale of 1 to 10, where 1 is completely dissatisfied and 10 is delighted, how would you rate the following:
1
2
3
4
5
6
7
8
9
10
Don't Know
Q9. The professionalism of the representative?
Q10. What is the reason for giving this rating on the professionalism of the representative?
On a scale of 1 to 10, where 1 is completely dissatisfied and 10 is delighted, how would you rate:
1
2
3
4
5
6
7
8
9
10
Don't Know
Q11. Your overall satisfaction with this most recent HES support experience?
Q12. How frequently do you contact HES support?
More than once per week
Once per week
Twice per month
Once per month
Once every two months
Once every six months
Once per year
This is the first time I have called HES support
Refused
Q13. And finally, if you could change one thing in order to improve your experience with HES in general, what would it be?
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