 id the employee answer the phone within 2-3 rings?

 Did the employee thank you for calling?

 Did the employee answer in a friendly voice?
 Did the employee supply his/her name and name of the location?
 If you were placed on hold, were you asked to hold?
 When the person you were transferred to answered your call, were you thanked for holding?
 Did the employee confirm your request?
 Were you provided with information relevant to the product or service you asked about?

 Did the employee ask questions to determine your needs?

 Did the employee respond with information relevant to your needs?
 Did the employee invite you to come in to discuss the product in more detail?
 Did the employee ask for your business?

recorded call - for quality

mystery call - to prepare draft survey
performance - how they monitor call / un-call
report - what they produced

Dear xxxxxx

Recently you contacted xxxxxx.

We are currently running a review of our business practices and systems and are
hoping you can help us improve our performance by answering a few quick questions.

Please answer the following questions on a scale of 1-5:

1
2 5
Very 3 4
Un- Very
Un- Neutral Satisfied
satisfied Satisfied
satisfied
Q1) Were you happy
with the way your call
was answered?
Q2) Were you happy
with the speed your call
was answered?
Q3) Was the agent able
to answer your query?
Q4) Was the
information accurate?
Q5) How would you
rate the overall call?
Please answer the following questions with a Yes/ No

Yes No
Q6) Was this the first time you have
contacted us? Y/N
Q7) If you have contacted us before,
on how many occasions?
Q8) Which other communications
channels would you use?
i) email
ii) Interactive voice
iii) Web chat
iv) SMS
Q9) If you requested literature did it
arrive as promised? Y/N
Q10) Would you recommend us to
others? Y/N