5 Replies Latest reply on Mar 8, 2018 7:37 AM by jamesatloop1

    Satisfaction Surveys

    kjette

      Am interested in what people are asking on their satisfaction surveys?  Do you send one?  If so, what questions do you ask?

        • Re: Satisfaction Surveys

          They normally ask questions about the tech who worked on their problem, satisfactory resolution or product support satisfaction, that kind of stuff.

          • Re: Satisfaction Surveys
            divinus

            How satisfied were you with how the support staff resolved your most recent problem?

            How long did it take for the Support Specialist to resolve your problem?

            How many times did you call before your problem was resolved?

            If your problem was not resolved, did the Support Specialist offer to follow-up after the call?

            Do you have any suggestions for improvement?

            • Re: Satisfaction Surveys

              Sounds great, i would throw in there stuff like:

               

              Did the agent explain in a concise manner the resolution to your problem?

               

              Overall how would you rate your experience?

              • Re: Satisfaction Surveys
                lsimpson

                Overall, I am satisfied with the service I received from IT whilst dealing with my call - Strongly agree, somewhat agree, neutral , somewhat disagree, strongly disagree

                IT responded to/resolved my call quickly and efficiently; And I was kept up to date throughout - Strongly agree, somewhat agree, neutral , somewhat disagree, strongly disagree

                IT had a good understanding of my call and I feel it was prioritised correctly - Strongly agree, somewhat agree, neutral , somewhat disagree, strongly disagree

                What areas do you feel we can improve on for next time?

                • Re: Satisfaction Surveys

                  I think you have hit the nail on the head there to be fair.