Customer service is generally a very sensitive issue with respect to an Internet Service Provider (ISP). There are a significant number of cases where customers switch ISPs frequently due to dissatisfaction and the general mediocrity in the ISP business. Consumers can get in touch with an ISP anytime - anywhere, due to which customer satisfaction becomes easily controllable for ISPs around the globe. Real-time and efficient customer service along with best-in-class technical support are two factors which control customer satisfaction.
It has been proven over the last decade that those ISPs who prioritize customer service definitely have an edge over the others in the market. It is advisable to send across this survey template to all your customers to know them better so that you can serve them better and retain them in this ever-growing and overcrowded ISP market. This questionnaire offers questions to obtain insights into ISP connection quality, installation process, the operating system used to contact customer service, customer service rating etc.
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Thank you for contacting our help desk. Please help us better serve you by completing the following questionnaire: Overall, how do you feel about your experience with [ISP] as your Internet service provider? How do you rate your [ISP] connection (including reliability, speed, busy-signals, disconnects, etc.)? How would you rate [ISP] software for ease of installation and use? For which operating system did you place your call to support? In speaking with your support representative, how would you rate the following? Friendliness Professionalism Interest in solving your problem When solving your problem, how would you rate the information provided? Understanding of the problem Was your problem solved on this call? If your answer to the previous question was no, why? If you needed to contact [ISP] 's technical support again and were given the option to speak with this particular representative, would you? If no, why not? Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is Thank you for helping us improve our service to you. If you require further assistance, please send a separate e-mail to [email protected]. This will ensure a timely response. We can also be reached at 1-800-XXX-XXXX. |