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  1. Surveys
  2. 2009
  3. April
  4. G
  5. General Support Survey
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Dear HTI Customer

Please assist us to improve our general level of support in the future by answering these few questions. We value your opinions and we require feedback in order to improve and develop our support centre.

Your participation in this questionnaire is completely voluntary. If you feel uncomfortable answering any questions, you may withdraw from the survey at any point.


Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. If you have questions at any time about the survey or the procedures, you may contact Rory Montgomery at 011 803 2208 or by email at the email address specified below.
[email protected]

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
On average, how long do you wait after contacting HTI before speaking to a support consultant?
 
Usually taken care of immediately
 
Within 15 minutes
 
Within an hour
 
More than an hour
 
Other
 
 
 
 
Generally, do the support consultants: (Select all that apply)
 
Quickly identify the problem
 
Request additional information or files from you
 
Appear knowledgeable and confident
 
Manage the issues courteously and professionally
 
Keep you updated on progress with respect to your query
 
Explain the cause and/ or solution of the problem
 
Resolve the issue quickly and efficiently

 
 
 
On average, how long does it take for support to resolve you query?
 
Immediately (during the initial contact)
 
Within a few hours
 
Before the end of the business day
 
Within two days
 
Within the business week
 
More than a week
 
 
 
On average, how often do you have to follow up with support before the query is resolved?
 
Never, they always come back to me
 
Once or twice
 
A few times
 
Too many times
 
 
 
In general, how do you regard the after-hours support service?
 
We never use it
 
Fine
 
Difficult to get through to a consultant
 
Other
 
 
 
 
Is there a particular consultant that you find more efficient than others?
 
Alet Zietsman
 
Bryn Barcza
 
Clinton Milne
 
Danny van den Heever
 
David Swanepoel
 
Jeanine Fourie
 
Johan du Preez
 
Juan Mallett
 
Kevin O'Donnell
 
Marc Lurie
 
Maritza Vorster
 
Mark van der Heever
 
Stanton Francis
 
Other
 

 
 
 
Generally speaking, how would you rate HTI Product Support?
 
Excellent
 
Good
 
Average
 
Poor
 
 
 
Is there anything you would like to add with respect to HTI's support service?
   
 
Please contact [email protected] if you have any questions regarding this survey.
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