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In evaluating your most recent customer service experience, was the quality of service you received:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
 
The process of getting your problem resolved was:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
Customer Service Representative
The customer service representative as very courteous.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
Which of the following qualities of the service representative stood out (as being superior)?
 
Patient
 
Enthusiastic
 
Listened carefully
 
Friendly
 
Responsive
 
Other
 
 
What qualities of the customer service representative irked you?
 
Not patient
 
Not enthusiastic
 
Didn't listen carefully
 
Unfriendly
 
Unresponsive
 
Other
 
No qualities irked me
 
 
The customer service representative handled my call quickly.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
What would best describe your experience, when you called?
 
Kept me waiting on hold
 
Had to explain several times
 
Didn't know how to handle problem
 
Had to ask others
 
Spoke slowly
 
Other
 
No improvement needed
 
 
 
The customer service representative was very knowledgeable.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
The customer service:
 
Gave me the wrong information
 
Didn't understand the question
 
Gave unclear answers
 
Couldn't solve problem
 
Disorganized
 
Other
 
No improvement needed
 
 
 
The waiting time for having my question addressed was satisfactory.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
My phone call was quickly transferred to the person who could best assist me:
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
Over the next 12 months, how likely are you to replace your (product) with another (product or brand)?
 
Certain
 
High chance
 
Equal chance
 
Low chance
 
Never
 
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