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Hello:

You are invited to participate in our survey [Project Description Here]. In this survey, approximately [Approximate Respondents] people will be asked to complete a survey that asks questions about [General Survey Process]. It will take approximately [Approximate Time] minutes to complete the questionnaire.


Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.


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In speaking with a Technical Support representative how would your rate the following
Very Friendly Friendly Somewhat Friendly Average Somewhat Unfriendly Unfriendly Very Unfriendly Other  
 
 

Would you say the Technical Representative was
Very Professional Professional Somewhat Professional Average Somewhat unprofessional Unprofessional Very Unprofessional
 
 

How interested did you find the find the Technical Support representative in resolving your problem
Very Interested Interested Some what Interested Average Some what uninterested Uninterested Very uninterested
 
 

When solving your problem, how would you rate the information provided
Extremely well presented and understandable Well presented and understandable Sufficient to solve the problem Difficult to understand Extremely difficult to understand
 
 

How would you rate the Technical Support representative ability to understand your problem
Very Satisfied that my problem was understood Somewhat satisfied that my problem was understood Unsure that my problem was understood My problem was not understood Technical Support Representative did not have the ability to solve my problem
 
 

Was your problem resolved the first time you contact Technical Support?
Yes No
 
 

In speaking with a Technical Support representative, how would you rate the following
As Friendly as I expected Friendly Average Unfriendly Other  
 
 
 
Additional Comments/Suggestions for improvement
   
 
 

About how long did you have to wait before speaking to a representative
 
My problem was addressed immediately
 
Within 3 minutes
 
3 - 5 minutes
 
5 -10 minutes
 
More than 10 minutes

 
 

How long did it take to get this problem resolved?
 
Immediate resolution
 
Less than one day
 
Between 1 and 3 days
 
Between 3 - 5 days
 
More than a week
 
The problem is still unresolved

 
 

How many times did you have to contact customer service before the problem was corrected?
 
Once
 
Twice
 
Three times
 
More than three times
 
The problem is still not resolved

 
 

The Office of Information Technology fully understands and supports the IT needs of my organization
Strongly Agree Agree Neutral Disagree Strongly Disagree Note sure
 
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