Customer Services within COOP Travel

Which of the following information was given at the start of the call? Tick all that apply

Salutation (good morning/afternoon)

Name of contact given

Name of company given

Invite to enquire (how may i help/ what can i do for you)

I was very courteous and polite.

Please add any additional comments you feel are relevant:

The ability i had to deal with the enquiry was:

Please add any additional comments you feel are relevant:

Whilst dealing with the enquiry I believe I was

However, briefly i was:

I was able to handle the call quickly:

Whilst dealing with the enquiry, I:

Kept the customer 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

Whilst assisting the customer I was knowledgeable on the subject being discussed:

Whilst dealing with the customer, I:

Gave me the wrong information

Didn't understand the question

Gave unclear answers

Couldn't solve problem

Disorganized

Other

No improvement needed

The process of getting the problem resolved was:

Over the next 12 months, how likely is the customer to purchase another holiday package with COOP Travel?

Please provide additonal comments if you feel they are relevant:

Considering the overall value of the holiday package you quoted for, was it

An exceptional value, worth more than you quoted for it

A good value, worth about what you quoted for it

A poor value, worth less than you quoted for it

Not sure

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

Thank you for completing our survey. If you have any other comments for COOP Travel please enter them below.

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