Surveys 2013 April W Walk-Through Audit for Costa Insurance Agency

Walk-Through Audit for Costa Insurance Agency Gilbert J. Costa Insurance Agency

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Exit Survey

Hello: You are invited to participate in our [Customer Satisfaction] survey. It will take approximately [5-10] 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. Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Thank you very much for your time and support. Please answer the following questions.       What type of insurance brought you here today? [Check all that apply]   Auto Insurance   Home Insurance   Business Owners Insurance   Flood Insurance   Commercial Auto Insurance   Watercraft Insurance   Other         How did you hear about our business?:[Check all that apply]   Newspaper   Radio   Television   Internet   Friends or relatives   Passing by   Other       Pre-Arrival Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied Agent phone courtesy Agent helpfulness Agent’s ability to listening to your concerns Expertise of the agent Agent’s explanation of procedures and fees Convenience of the company’s store hours     Arrival Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied Building was clearly labeled and accessible Parking is available Quickness of greetings upon client’s arrival Seating available in waiting room Reading/entertainment available in reception area     Session Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied Delay prior to meeting with agent Clarity of agent’s explanation of service procedures and fees Agent’s ability to listen to client’s questions or concerns Agent’s attitude Helpfulness of agent Privacy level provided during the meeting Professionalism of the agent     Facilities Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied Cleanliness of the office Air conditioning/heat Automated doors Lighting in the office Drinking water/coffee available Rest Rooms were available Wheelchair Accessible Wireless Internet available     Overall Experience Very Satisfied Satisfied Neutral Unsatisfied Very Unsatisfied Overall waiting time Overall atmosphere of the insurance office Overall attitude of the agents Overall knowledge/competence level of the agents Insurance agents acted in my best interest The service met my needs I am likely to continue using this service I would recommend this company to a friend Overall quality of the service provided       Comments/Concerns/Suggestions:       Thank you for your feedback! We will work our hardest to continue to improve our overall service!