Customer Satisfaction Research has two primary purposes:
1) Measure and track your effectiveness in managing customer satisfaction.
2) Provide insights for improving customer satifaction.
24. Call Transfer Q 13,14 “ I always have difficulty being sent to the right person. I know you guys are just using an external answering service so please know that they are brutal at providing service and it is frustrating because they cannot answer any questions. I don't want to have to write all of this out but feel free to call and I will describe it to you.” “ It wasn't particularly bad, but I kept getting transferred to the wrong people. Once I had the right person everything was fine.” “ Sometimes I get connected directly to the rep and sometimes the operator just takes a message.”
31. E-mail Resolution Q 24, 25 “ Been more knowledgeable re: the nature of my yyyyy problem and how XXXXX would be most effective. It was not effective in her situation so it ended up being a waste of money and I still have the same problem and have emailed my zzz as to what to do next.” “ In two recent dealings with customer service the response was initially prompt but they didn't address my problem. Resolving the actual issue took attempts on my part to re-contact.”
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42. Survey Data Raw data and cross tab pivot tables XXXXX Sat data - FINAL 7-07b.xls Report out of answers to each question SurveySummary_07052009.xls