EXAMPLE - CUSTOMER SUPPORT SURVEY
 

How long have you been using our products?

 Less than 1 year
1 to 2 years
3 to 5 years
More than 6 years
 
What were your reasons for contacting our customer support department?
Needed more information on a product
Unhappy with the service received
To obtain a product return information
To verify the shipping status of my order
Other 

How did you first contact our sales or customer support department?
Email
Telephone
Fax
Interactive online chat
Postal Mail
In person
Other 

How long did you have to wait before you were helped by customer support? (and what method was used)
1 minute 3 minutes 5 minutes 1 hour other
Phone
Online web chat
In person

How long did it take for customer support to reply to your inquiry? (and what method was used)
Less than 1 hour 1 to 3 hours 3 to 6 hours The same
business day		 Within the next 2
business days		 Other
In Person
Email
Fax
Postal Mail

Please rate the following statements according to your experience with our customer support department
Agree Disagree There were some problems
My order was processed correctly
My questions were answered thoroughly & satisfactorly
The Customer Support Representative was knowledgeable
The Customer Support Representative was helpful

Please rate the following statements according to your experience with our customer support department
Disagree Agree
When I changed my order, it was processed without any problems.
The Customer Support Representative was professional and helpful
When the Customer Support Rep. did not know an answer, they asked for assistance and got back to me quickly

Was your problem  resolved to your satisfaction?
Yes
No (explain)

How would you rate your current customer support experience compared to previous experiences?
Much better
Better
Same as before
Significantly worse
This is my first experience

Please tell us how we might have improved our service to you during your last customer support experience?

Are you likely to purchase from us again?
Yes
No

Please provide the following personal information
 Your Name 
 E-mail address 

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