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  1. Surveys
  2. 2005
  3. April
  4. C
  5. CVS
0%
 
 
In your most recent customer service experience, how did you contact the representative?

 
In Person
 
By Telephone
 
Internet
 
Through a Dealer/Retailer/Broker
 
Other
 
 
 

Strongly Agree Agree Neutral Disagree Strongly Disagree
Sufficient information was available on the internet to solve my problem.
 
 
 
About how long did you have to wait before speaking to a representative?
 
I was taken care of immediately
 
Within 3 minutes
 
3-5 minutes
 
5-10 minutes
 
More than 10 minutes
 
 
 
Did our representative... (Select all that apply)



 
Quickly identify the problem
 
Appear knowledgeable and competent
 
Help you understand the cause and the solution to the problem
 
Handle issues with courtesy and professionalism

 
 
 
About how long did it take to get this problem resolved?
 
Immediate Resolution
 
Less than a day
 
Between 2 and 3 days
 
Between 3 and 5 days
 
More than a week
 
The problem is still not resolved
 
 
 
How many times did you have to contact customer service before the problem was corrected?
 
Once
 
Twice
 
Three Times
 
More than Three times
 
 

Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied
Overall, how satisfied are you with the customer service experience?
 
 
 
If you were less than totally satisfied, what could have been done to serve you better?
   
 
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