Customer Service Representative Evaluation - COPIE

In evaluating your most recent customer service experience, was the quality of service you received:

Was the process for getting your problem resolved:

The customer service representative as very courteous.

Was there anything about the courteousness of the service that stands out as being superior?

What about the customer service could be improved? Was the representative:

The customer service representative handled my call quickly.

What would best describe what happened:

Kept me waiting on hold

Had to explain several times

Didn't know how to handle problem

Had to ask others

Spoke slowly

Other

No improvement needed

The customer service representative was very knowledgeable.

What would best describe what happened:

Gave me the wrong information

They didn't understand the question

Gave unclear answers

Couldn't solve problem

Disorganized

Other

No improvement needed

The waiting time for having my question addressed was satisfactory.

My phone call was quickly transferred to the person who best could answer my question.

All things considred, over the next 12 months, how likely are you to replace your (product) with another (product or brand)?