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  1. Surveys
  2. 2014
  3. September
  4. W
  5. What is Customer Satisfaction
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Hello:
You are invited to participate in my survey on receiving support from an online vendor and how you rate customer satisfaction. In this survey, approximately 50 people will be asked to complete a survey that asks questions about Customer Satisfaction. It will take approximately 2 minutes to complete the questionnaire.

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 me 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. If you have questions at any time about the survey or the procedures, you may contact Allyson Hudson at (502) 408-5483 or by email at the email address specified below.

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
Please drag and rank (1st to 4th) the following in order of importance your opinion of speaking on then phone with a Customer Service Representive:
Drag your choices here to rank them
     
     
     
    Please drag and rank(1st to 5th) the following in order of importance your opinion of the following:
    Drag your choices here to rank them
       
       
       
      Please drag and rank(1st to 5th) the following in order of importance your opinion of the 5 components of the Customer Service Representative:
      Drag your choices here to rank them
         
         
         
        If you are calling customer support for assistance
        while working with an online vendor. Would you rather: 
         
        Leave a message with a representative of the inquiry and them contact you back
         
        Possibly be on hold for an unknown amount of time to speak with a tier 2 support representative
         
         
         
        When corresponding with a Customer Service Representative which method of contact do you prefer:
         
        Email
         
        Telephone
         
         
         
        How long will you wait on hold before ending your call?
         
        Two Minutes
         
        Five Minutes
         
        Seven Minutes
         
        Ten Minutes
         
         
         
        Please select the one factor that could cause you to choose a different vendor when shopping online:
         
        Negative attitude from over the phone support
         
        Only receiving automated responses to email inquires
         
        No random communication attempts from the vendor (no personalization)
         
         
         
        In a brief description please describe the most important factor to you regarding customer service:
           
         
         
         
        Briefly describe a situation in which you or someone you know experienced GREAT customer service while dealing with an online vendor:
           
         
         
         
        Briefly describe a situation in which you or someone you know experienced HORRIBLE customer service while dealing with an online vendor:
           
         
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