This free survey is powered by QUESTIONPRO.COM
  1. Surveys
  2. 2010
  3. November
  4. O
  5. Opal Customer Satisfaction Monitor

Opal Customer Satisfaction Monitor

WIN £100 OF AMAZON VOUCHERS IN RETURN FOR YOUR FEEDBACK
0%
Exit Survey »
 
 
Opal would like to know what you think of their service. Your feedback will help them to provide a service that meets your needs now and in the future.

We would be very grateful if you would spend a minute to take this short survey. As a thank you, we will enter you into a prize draw to win £100 of Amazon vouchers which could come in handy for Christmas.

Please note that your name will not be attributed to any of your responses nor will it be passed on to anyone. If you have any questions about the research, or have any problems completing the questionnaire, please see our privacy policy, or email [email protected].
 
 
 
First of all, can we check how long you have been an Opal customer. We understand that you have been a customer for or thereabouts. Is this correct as far as you are aware?
 
Yes
 
No
 
I am no longer a customer
 
 
 
How long do you believe you have been a customer of Opal?
 
1 month or less
 
Over 1 month but less than 3
 
Over 3 months but less than 6
 
Over 6 months but less than a year
 
1 to 2 years
 
2 to 3 years
 
3 to 4 years
 
4 to 5 years
 
More than 5 years
 
Don’t know
 
 
 
Which of the following do you have with Opal?
 
Broadband
 
Telephone
 
Broadband and Telephone
 
Other products
 
Don’t know
 
 
 
Thinking about your AWARENESS of Opal before you became a customer, which of the following applies to you?
 
Was already aware of Opal before coming across them for this recent purchase
 
Was already aware of Opal’s connection to TalkTalk
 
Was already aware that Opal has its own “21 Century - Next Generation Network” covering 89% of the UK population. Meaning greater enhanced coverage than any other provider, and more speed and reliability to you.

 
 
 
These next questions focus on your experience of the SALES PROCESS.
 
 
Below are listed various aspects of the SALES PROCESS. For each, please select your answer on a scale of 1 to 10 where 10 means you felt you had an excellent service, and 1 means you felt you had an extremely poor service.
1: Extremely Dissatisfied 2 3 4 5 6 7 8 9 10: Extremely Satisfied Can't Say
Clearly explaining in advance what would happen during the sales process and how you would be connected to Opal
Showing that they understood the needs of your business
Clearly explaining the terms of your new contract with Opal
The quality of information sent to you by post or email
An explanation of termination fees and charges relating to your Opal contract was straightforward and easy to understand
 
 
 
Any other comments you might have about the SALES PROCESS...
   
 
 
 
These next questions focus on your experience of the CONNECTION PROCESS.
 
 
 
Is your connection set-up and running yet?
 
Yes, I am connected
 
No, I am not yet connected
 
Don’t know
 
 
And how would you rate them for the following aspects of the CONNECTION PROCESS...
1: Extremely Dissatisfied 2 3 4 5 6 7 8 9 10: Extremely Satisfied Can't Say
Being proactive in contacting you during the connection period
Contacting you using your preferred method (e.g. telephone, email etc.)
Being in contact with you enough during this period and keeping you up to date about the process to connection
Dealing with any issues or concerns you have raised during the connection process
Hardware with your order (e.g. delivery and documentation )
Offering services that are relevant to your business
Dealing with any issues or concerns you have raised since connection
 
 
 
Any other comments you might have about the connection process…
   
 
 
 
So, which of the following best describes your experience of the CONNECTION PROCESS?
 
No problems, everything went smoothly
 
Some minor issues, but nothing serious
 
There was a problem setting up the connection
 
Don’t know / can’t say
 
 
Now thinking about the RELIABILITY OF SERVICE you have received from Opal since the time of your connection, how would you rate the following aspects?
1: Extremely Dissatisfied 2 3 4 5 6 7 8 9 10: Extremely Satisfied Can't Say / Don't have
TELEPHONE: Reliability of the telephone service
TELEPHONE: Quality of the telephone service
BROADBAND: Download speed of your broadband connection (i.e. receiving information)
BROADBAND: Upload speed of your broadband connection (i.e. sending information)
BROADBAND: Reliability of your broadband connection, in terms of continuous service
BROADBAND: The quality of the hardware (e.g. router, cables, splitter etc)
 
 
 
Any other comments you might have about the RELIABILITY OF SERVICE since connection…
   
 
 
 
Have you called Opal CUSTOMER SERVICES since becoming a customer?
 
Yes
 
No
 
 
 
Thinking about your most recent call, which of the following issues have you called about?
 
A fault
 
A service enquiry
 
To make a bill payment
 
To make a bill query
 
To change account information
 
To enquire about additional services
 
Other
 

 
 
 
Did you have to report any issue more than once?
 
Yes
 
No
 
Don’t know/Can’t remember
 
 
 
And once you had reported the issue, was it resolved first time?
 
Yes
 
No
 
Don’t know/Can’t remember
 
 
So, thinking about Opal’s CUSTOMER SERVICE HELPLINE, how would you rate the following aspects?
1: Extremely Dissatisfied 2 3 4 5 6 7 8 9 10: Extremely Satisfied Can't Say
Ease of finding the right contact number
Speed of answer after you had dialled
Being routed to the right department or person
Staff understanding your issue
Staff being knowledgeable about the solution
Politeness of the Opal staff making the call
Resolving your issue during the call
Keeping you up-to-date with progress on the issue you reported
Proactive in managing your issue
Resolution to problem being easy to understand
Showing that they understood the needs of your business
 
 
 
Any other comments you might have about the CUSTOMER SERVICE HELPLINE…
   
 
 
 
Were you promised a call back by Opal?
 
Yes
 
No
 
Don’t know/can’t remember
 
 
 
Did this call back occur?
 
Yes
 
No
 
 
 
And did this call back occur…
 
...at the time that was promised
 
...later than promised
 
 
 
We would now like to focus on the PRICE that you pay, and your CONTRACT with Opal
 
 
How would you rate the following aspects?
1: Extremely Dissatisfied 2 3 4 5 6 7 8 9 10: Extremely Satisfied Can't Say
The monthly price you are paying
The extent to which the service from Opal helps you to do business
The range of service options to suit your needs
The range of additional services that you can buy from Opal
Opal’s sales approach
Opal’s focus on the business market
 
 
 
Any other comments you might have about Opal’s PRICING or CONTRACT...
   
 
 
Now please rate the BILLS that you get from Opal on the following areas...
1: Extremely Dissatisfied 2 3 4 5 6 7 8 9 10: Extremely Satisfied Can't Say
The bill is in an easily understandable format
The accuracy of the bill
Your bill reflects the package that you signed up for when becoming a customer
If you had any queries relating to the bill, staff were available to discuss your bill with you
 
 
 
Any other comments you might have about Opal’s BILLING...
   
 
 
 
Thank you for your time so far. You are near the end now, just a few final questions.
 
 
Please rate your OVERALL SATISFACTION with Opal...
1: Not at all satisfied 2 3 4 5 6 7 8 9 10: Completely satisfied Can't say
Overall satisfaction
 
 
And how well has Opal MET YOUR EXPECTATIONS...
1: Not met expecations 2 3 4 5 6 7 8 9 10: Exceeded expectations Can't say
Meeting expectations
 
 
And now thinking about the ‘ideal business telecom provider’. How does Opal COMPARE TO THAT IDEAL?
1: Very far from the ideal 2 3 4 5 6 7 8 9 10: Very close to the ideal Can't say
Comparison to the ideal
 
 
Based on your experience, how likely are you to...
1: Very unlikely 2 3 4 5 6 7 8 9 10: Extremely likely Can't say
Buy from Opal again in the future
Recommend Opal to another business
Remain a customer when your contract comes to an end
 
 
 
Any final comments...
   
 
Conducted by SmartSat Consulting Ltd. on behalf of Opal - Privacy Policy
Survey Software Powered by QuestionPro Survey Software