To provide a common methodology for companies that want to take
part in peer-to-peer satisfaction benchmarking, the ASP has
developed a standard survey instrument that includes an e-mail
invitation and Web-based questionnaire. The ASP questionnaire may
be freely used by any organization that provides customer support;
the one restriction is that it may not be copied or distributed
by other associations or service providers without written
permission.
The Survey E-mail Invitation:
From: CompanyX Support
To: NAME OF CUSTOMER
Subject: Customer Satisfaction Survey
Dear [[CUSTOMER NAME]],
You recently contacted the NAME OF SUPPORT DEPARTMENT at NAME OF COMPANY,
and I'd like to follow up with you about the quality of the services we
provided. We've posted a short (six questions) customer satisfaction
survey on a private Web site that you can visit by clicking on the
following URL:
Your feedback about this incident will help us improve our overall
support performance and identify any areas that need improvement. We've
also provided a text box on the Web form that you can use to share more
extensive comments, and these comments will reach me directly.
Incident #: [AUTOFILL]
Date of incident: [AUTOFILL]
Dear [CUSTOMER NAME],
Thank you for offering feedback about your recent experience with our
tech support services. As I mentioned, your evaluation will help us
improve our overall support performance and identify any areas that
need improvement.
When you finish answering the questions below, simply click the
Submit button.
NAME OF MANAGER
TITLE OF MANAGER
COMPANYX
1. How would you rate the ease of access to the agent
who was primarily responsible for resolving your problem?
Poor
Not Very Good
Fair
Good
Very Good
1 - 2
3 - 4
5 - 6
7 - 8
9 - 10
2. How would you rate the total time it took us to
provide a solution for your problem?
Poor
Not Very Good
Fair
Good
Very Good
1 - 2
3 - 4
5 - 6
7 - 8
9 - 10
3. How would you rate your primary support agent's
professionalism and willingness to
listen?
Poor
Not Very Good
Fair
Good
Very Good
1 - 2
3 - 4
5 - 6
7 - 8
9 - 10
4. How would you rate your primary support agent's
technical knowledge?
Poor
Not Very Good
Fair
Good
Very Good
1 - 2
3 - 4
5 - 6
7 - 8
9 - 10
5. How would you rate the help we gave you as a satisfactory
solution to your problem?
Poor
Not Very Good
Fair
Good
Very Good
1 - 2
3 - 4
5 - 6
7 - 8
9 - 10
6. Based on this experience with our support services, what
recommendation would you make to other customers?
