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| In thinking about your most recent experience with [COMPANY], how satisfied are you with the customer service you received: |
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| If you were not totally satisfied with the customer service, will you please describe the reason(s) for your dissatisfaction? | | |
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| Will you please describe the aspects of the service that you were completely satisfied with? | | |
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| How satisfied are you with the process of getting your question resolved. |
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| If you were not totally satisfied with the process of getting your question resolved, will you please take a few minutes and describe the reason(s) for your dissatisfaction? | | |
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| If you were satisfied with the process of getting your question resolved, will you please take a few minutes and describe the reason(s) for your satisfaction? | | |
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| How would you rate the [PRODUCT]'s value for money: |
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| What aspects of [PRODUCT] were of no benifite to you? | | |
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| What aspects of [PRODUCT] were most beneficial for you? | | |
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| Please choose an option that closely represents your opinion about the customer service representative that you spoke to recently. |
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| The customer service representative was very courteous. |
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| The customer service representative handled my call quickly. |
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| The customer service representative was very knowledgeable. |
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| Please choose an option that closely represents your opinion about the process with which your most recent service contract was handled. |
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| The waiting time for having my questions addressed was satisfactory. |
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| My phone call was quickly transferred to the person who best could answer my question. |
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| The automated phone system made the customer service experience more satisfying. |
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| Consider if you would the total package i.e. [COMPANY] customer service, [PRODUCT] features and benefits, and cost. How satisfied are you with the [COMPANY]? |
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| If the [PRODUCT] were no longer manufactured by [COMPANY], what would you replace it with? |
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| All things considered, over the next 12 months how likely are you to replace [COMPANY_PRODUCT] with [COMPETITOR_PRODUCT]? |
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| What are some of the reasons that you are looking to replace [COMPANY_PRODUCT] some time this year? | | |
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