1. Surveys
  2. 2005
  3. April
  4. F
  5. Frontier Distributing IS Customer Satisfaction Sur
0%
 

Dear Frontier Distributing Customer:


As the office manager at Frontier Distributing, I would like to thank you for giving us the opportunity to serve you. Please help us to serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.

Upon completion of this survey, we will apply a credit to your account in the amount of $____.** We hope that you will accept this as a token of our good will and thanks for your participation.


Your participation in this survey is completely voluntary. We feel it is very important for us to learn your opinions.


Your survey responses will be stricly confidential and data will be reported only to the management.


Thank you very much for your time. Please start with the survey now by clicking on the Continue button below.


Sincerely,



Deborah A. Garrick
Office Manager
Frontier Distributing, Inc.
 
 
Please answer a few questions on our customer service/inside sales department.

CUSTOMER SERVICE/INSIDE SALES
 
 
1. The following statements pertain to your experience with our customer service/inside sales reps. Please indicate your agreement or disagreement with each statement.
Strongly Agree Agree Neutral Disagree
The customer service reps are friendly, pleasant and polite when I call Frontier Distributing.
The customer service reps listen carefully and show an interest in my call.
The customer service reps are easy to deal with and are eager to help me when I call with a problem.
The customer service reps are very knowledgeable about Frontier's products and procedures.
The customer service reps give me accurate information.
 
 
 
2. In evaluating your most recent customer service experience, how was the quality of service you received:
 
Very poor
 
Somewhat unsatisfactory
 
About average
 
Very satisfactory
 
Superior
 
 
 
   
 
 
3. The Customer Service Representative...
Was very courteous,
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
Handled my call quickly,
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
Quickly transferred me to the person who could best assist me,
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
 
4. What would best describe your experience with customer service, when you called?
 
Kept me waiting on hold
 
Gave me the wrong information
 
Didn't know how to handle problem
 
Had to ask others
 
Spoke slowly
 
Seemed disorganized
 
Didn't understand the question
 
No improvement needed
 
Other (please explain)
 
 
 
5. Which of the following qualities of the service representative stood out (as being superior)?
 
Patient
 
Enthusiastic
 
Listened carefully
 
Friendly
 
Responsive
 
Other (please explain)
 
 
 
 
6. Did the customer service rep demonstrate any qualities you weren't happy with?
 
Not patient
 
Not enthusiastic
 
Didn't listen carefully
 
Unfriendly
 
Unresponsive
 
Other
 
No unpleasant qualities.
 
 
 
7. Please describe if there was any particular aspect of the service experience that stood out:
   
 
 
Please answer a few simple questions about our billing process.

BILLING
 
 
8. Please indicate agreement or disagreement with the following statements:
Strongly Agree Somewhat Agree Neutral Strongly Disagree
Frontier invoices are easy to read and understand.
The prices on my invoices are always correct.
Billing corrections or problems are handled promptly and without a hassle.
My monthly Frontier flyer is easy to read and understand.
When I order promotional items my pricing is always correct.
My monthly Frontier statement is easy to read and understand.
Any adjustments or questions about my statement are handled promptly and withouth a hassle.
 
 
 
 
   
 
 
 
Name
   
Name of Business
   
Location
   
 
 
 
11. Thank you for your feedback. We sincerely appreciate your honest opinion and your input will help us to provide better services in the future.
 
Please contact [email protected] if you have any questions regarding this survey.