In thinking about your most recent experience with [COMPANY], was the quality of customer

service you received:

  Very Poor
  Somewhat Unsatisfactory
  About Average
  Very Satisfactory
  Superior

The process for getting your concerns resolved was:

  Very Poor
  Somewhat Unsatisfactory
  About Average
  Very Satisfactory
  Superior

Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are
you with the [PRODUCT]:
 
Very Poor
 
Somewhat Unsatisfactory
 
About Average
 
Very Satisfactory
 
Superior

Customer Service Representative

The following questions pertain to the customer service representative you spoke with most
recently. Please indicate whether you agree or disagree with the following statements
Strongly Agree Neutral Disagree Strongly
Agree Disagree
The customer service
representative was very
courteous
The customer service
representative handled my
call quickly
The customer service
representative was very
knowledgeable

The Process

The following questions pertain to the process by which your most recent service contract was
handled. Please indicate whether you agree or disagree with the following statements.
Strongly Agree Neutral Disagree Strongly
Agree Disagree
The waiting time for having
my questions addressed was
satisfactory
My phone call was quickly
transferred to the person
who best could answer my
question
The automated phone system
made the customer service
experience more satisfying

Very Somewhat Neutral Somewhat Very

Satisfied Satisfied DissatisfiedDissatisfied
Considering the total
package offered by including
customer service,
[PRODUCT] features and COMPANY
benefits, and cost; how
satisfied are you with
[COMPANY]?