Customer Service Survey
In order to optimize your free consultation, please complete this survey. The better we understand your business challenge, the more effective and efficient we can be in our conversation.
1. Does your company monitor its customer service levels?
Choose one: Yes No (Go to question #3)
2. If yes, how do they monitor the service levels provided to your customers?
Choose all that apply: Surveys sent to customers Random monitoring of inbound customer service calls Other
3. How does the service you provide to your customers compare to the service provided by your competitors?
Choose one: Superior to competitors About the same as competitors Inferior to competitors
4. What action does your company take to ensure customer service quality?
Choose one: No action Sets quotas for customer waiting time, call length and number of inbound calls taken by each employee Distributes educational materials/reference guides to employees Offers employee incentives Surveys customers Other
5. Does your company measure customer loyalty (defined as a customer's resistance to defecting to your competitor if a better deal is offered in the short term)?
Choose one: Yes No
6. Which of the following do you feel are the most important ways to ensure customer loyalty?
Choose all that apply: Unique product/service Quality product/service Professionalism of sales personnel Quality of customer service support Competitive pricing Other
The following is a list of recognizable brand names. Please indicate your attitude toward this brand by marking the box that best describes your feeling about this brand.
7. Lexus:
Choose one: Would avoid this product/service at any price Would use if price was less than competition Would use if price was equal to competition Would pay a premium for this product/service Would pay substantial premium for this product/service
8. Gap:
9. AOL:
10. Hewlett-Packard:
11. MCI:
12. Do you feel there is a correlation between the morale of customer service employees and the level of service provided to your customers?
13. Do you measure employee attitudes and morale in the customer service department?
14. On a scale of 1 to 5, 1 signifying a very low impact and 5 a significant impact, to what extent do you think the level of service provided to your customers affects your company's sales revenue?
Choose one: 1 2 3 4 5
15. What do you feel is the most important leverage point for improving your company's customer service levels?
Choose one: Hiring more qualified employees Reducing workload Improved employee training Improved supervisor training Development of incentive programs Improved employee morale Improved product/service quality Other
16. How would you like an AdGap Research Consultant to contact you for your free consultation?
Choose one: I do not want to be contacted at this time.
In order for us to reach you for your free consultation, please list your contact information in the boxes below.
17. Name:
18. Company:
19. E-mail:
20. Phone:
21. Address:
22. Additional Information:
Thank you for participating in this survey.
