Technical Support Customer Satisfaction Survey
Thank you for participating in this confidential Technical Support customer satisfaction survey. Everything that you say in responding to this survey is strictly confidential and will not be associated with your name in any way.
The following questions were designed to assess your satisfaction with the technical support that you received recently from [Company Name]. Please answer in relation to the most recent interaction that you had. Your answers should focus on your experience with the most recent (last) Technical Support Technician with whom you worked.
If you have any problems with this survey or any questions that you would like addressed, please contact the company that is administering this survey for us. You can contact them either by email [Insert Email Address] or by phone [Insert Phone Number].
How many people are employed in your IT organization?
(Click here to choose)
More than 500
How did you initiate this technical support transaction?
Phoned the Technical Support Hotline
Do you consider this issue to be resolved?
Yes, this issue has been resolved and I am satisfied with the resolution
Not sure, need time to test the solution
No, this issue has not been resolved
If you feel this issue has not been resolved, please tell us why:
How satisfied are you:
With the Tech Support Technician's ability to understand the unique nature of your problem?
With the Tech Support Technician's ability to provide clear answers to your questions?
With the Tech Support Technician's product knowledge?
With the Tech Support Technician's level of expertise and experience?
With the Tech Support Technician's ability to provide you with a solution that worked?
With the Tech Support Technician's understanding of your IT environment?
With the Tech Support Technician's timely follow-through on your issue?
That the Tech Support Technician kept any commitments that s/he made to you?
With the Tech Support Technician's overall handling of your issue?
That the Tech Support Technician was committed to solving your problem?
With the time it took to resolve your issue?
Do you feel that you got to the right person with the necessary expertise to address your issue on your initial call?
How many contacts did it take for you to resolve your issue?
(Click here to choose)
More than 5
If it took you more than one contact to resolve your issue, how satisfied were you with the consistency with which your needs were met over the course of your different contacts?
If you needed to contact Technical Support again and were given the option to speak with the same Tech Support Technician again, would you trust this person to handle another issue for you?
If you would not trust the technician to handle another issue for you, which of the following would be the most important reason or reasons why you feel the way you do? (Select all that apply)
Technician did not return calls or e-mails as promised
Poor product knowledge
Poor understanding of my IT environment
Technician did not appreciate the urgency of my need
Technician rushed me to end the contact
Technician provided an unacceptable solution
Recommended solution did not work
Language problem, accent difficult to understand
Compared with technical support services that you have received from other companies you deal with, how would you rate the quality of [Company Name's] technical support?
Much Higher Quality
About the Same
Much Lower Quality
Based on your experience with our Technical Support, how likely would you be to recommend us to a colleague or to another organization?
If you said you were "unlikely" or "very unlikely" to recommend us, which of the following aspects of our technical support causes you to feel the way you do? (Select all that apply)
My concerns are with the product(s) rather than with technical support
Poor follow-up on our technical support issues
Technicians lack product knowledge
Technicians do not understand our IT environment
Takes too long to get a response from technical support
Cost of technical support is too high
Issue took too long to be resolved
Difficult to communicate with the technicians due to language problems
My issue was not resolved to my satisfaction
What comments or suggestions can you give us that could help us to improve the quality of the technical support that we provide to you and your organization?
End of Sample Survey
Copyright 2005 GuideStar Research
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