Customer Satisfaction Survey

Dear Customer,

Thank you for responding to this questionnaire. It will take you no more than 1 minute and will help us improve the quality of our service.

Please rate your most recent telephone interaction by putting an X in the appropriate grey boxes.

Your completed survey will automatically email itself to us when you close the file. All responses are entirely confidential.

The Customer Service skills demonstrated by the Customer Service Representative:

1. First Impression 2. Ability to Listen 3. Questioning Skills

N/A N/A N/A

1 - Very Unsatisfied 1 - Very Unsatisfied 1 - Very Unsatisfied
2 - Unsatisfied 2 - Unsatisfied 2 - Unsatisfied
3 - Satisfied 3 - Satisfied 3 - Satisfied
4 - Very Satisfied 4 - Very Satisfied 4 - Very Satisfied

4. Professionalism 5. Helpful Caring attitude

N/A N/A
1 - Very Unsatisfied 1 - Very Unsatisfied
2 - Unsatisfied 2 - Unsatisfied
3 - Satisfied 3 - Satisfied
4 - Very Satisfied 4 - Very Satisfied

How was your issue dealt with by the Customer Service Representative?

6. Provision of relevant information 7. Willingness to take ownership 8. Ability to resolve a problem

N/A N/A N/A

1 - Very Unsatisfied 1 - Very Unsatisfied 1 - Very Unsatisfied
2 - Unsatisfied 2 - Unsatisfied 2 - Unsatisfied
3 - Satisfied 3 - Satisfied 3 - Satisfied
4 - Very Satisfied 4 - Very Satisfied 4 - Very Satisfied

The Knowledge and Skills demonstrated by the Customer Service Representative:

9. Offer to provide additional help 10. Product knowledge 11. Provision of information on OOCL's e-Services

N/A N/A N/A

1 - Very Unsatisfied 1 - Very Unsatisfied 1 - Very Unsatisfied
2 - Unsatisfied 2 - Unsatisfied 2 - Unsatisfied
3 - Satisfied 3 - Satisfied 3 - Satisfied
4 - Very Satisfied 4 - Very Satisfied 4 - Very Satisfied

Overall rating:

12. Overall rating 13. Comments e.g. areas for improvement

N/A
1 - Very Unsatisfied
2 - Unsatisfied
3 - Satisfied
4 - Very Satisfied