Evaluating Client Support and Service Experience
Why did you contact us?
Problem with treatment
Problem with appointment
Pricing/money
Regarding retail products
Staff attitude
Timing
I do not know
Others (please specify:)
How did the client contact you?
Email
In Person
Live Chat
Phone
Toll-free number
Website
I do not know
Others (please specify:)
Which of our client support options are you aware of? (Tick)
Email
Live Chat
Phone
FAQs
Knowledgebase
Forum
Others (please specify:)
What was our response time, i.e. how long did you have to wait before connecting with us?
Immediately
Less than 1 minute
Between 1 to 3 minutes
Between 3 to 5 minutes
Between 5 to 10 minutes
More than 10 minutes
No idea
Others (please specify:)
How well did we understand your questions and concerns?
Extremely well
Very well
Somewhat well
Not so well
Not at all well
Others (please specify:)
Which of the following statements most accurately describes your experience when you called/phoned us? (Please choose all that apply)
I was kept waiting on hold
Didn't understand my query
Gave unclear answers. Was ambiguous
Gave me the wrong information
Not patient
Not enthusiastic
Didn't listen carefully
Unfriendly
Disorganised
Couldn't solve problems
Unresponsive
I had to explain my situation several times
Lacked the Relevant Knowledge
The representative didn't know how to handle my problem
The representative had to refer to others to solve my problem
They spokes too slowly
No Problems Experienced
Quickly identified the problem
Handle the query professionally
Help you understand the cause and how to solve the problem
Appear knowledgeable and competent about the subject
Others (please specify:)
How much time did it take us to address your questions and concerns?
Immediately
Less than 1 minute
Between 1 to 3 minutes
Between 3 to 5 minutes
Between 5 to 10 minutes
More than 10 minutes
More than 30 minutes
More than 1 hour
More than day
I do not know
Not applicable
Others (please specify:)
What is your reaction to the time did it take us to address your questions and concerns?
Much shorter than expected
Shorter than expected
About what I expected
Longer than expected
Much longer than expected
Did not receive a response
Others (please specify:)
How satisfied are you with the time it took to be contacted by a client service representative?
Extremely Satisfied
Somewhat Satisfied
Neither Satisfied nor Dissatisfied
Somewhat Dissatisfied
Extremely Dissatisfied
Who resolved your issues?
Yes, by a representative of the company
Yes, but by myself or a third party
No, the problem has not been resolved
I have not spoken to the client service department
Others (please specify:)
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