Community

How long have you had this problem.

On your initial call, how long was it before you actually talked to a technician or recieved a call back

ON a scale from 1 to 10
Was the Technician courteous?

Is this the first or second time you've had this problem or is this an ongoing situation?

Was the resolution to the problem acceptable or more work/complicated then necessary.

Would the problem have occurred if your dept. gave you more training.

Did the technician explain the problem and/or the resolution?

Did the technician follow up to make sure the problem didn't re-appear?

Comments:..................................

5 minutes is WAY too long. Just ask:
Is the problem fixed ?
If not , did the technician advise you of the next step ?
How long did you wait for a call-back ?
Are you satisfied with the service ?
Suggestions/Comments ?

We use a SAS Postcard with the following...
Staff Couteousness Exc Good Poor
Staff Knowledge
Speed of Service
Overall Satisfaction
Will you contact us for next service needs?
Y N Maybe
and then a couple lines for comments.

What information are you looking for? What is the purpose of the survey?

Surveys are a good way to verify suspected ideas about your users. They are not very good for soliciting general information.

If you want to do the latter, do personal interviews rather than a survey. Select about 10 users. Go out to them and talk to them for about an hour concerning their experiences. Listen to what they say. Don't try to justify or explain things, just listen. Take written notes. Also, pay a lot of attention to what the users say when you get ready to leave their office. People will tend to relax when they feel the inverview is 'over' and tell you what is really on their minds, especially if you have been really listening to them.
Surveys are best at verifying suspected information. General information gathering is best done using direct face to face contact. Use the tool that best fits your situation.

Q1: How long did it take to reach a service professional? Immediate, 1-5 min, in an hour, within 1 day, never.

Q2: Before contacting the Help Desk, what percent confidence did you have that your problem could be resolved adequately? 0-100%

Q3:Was the issue resolved to your satisfaction? If not, why?

Q4: Did your Service Professional seem knowledeable about your problem and able to address it. (Very much, somewhat, not at all)

Q5: Did the Service Professional respond courteously, patiently and with sincere interest in helping you? If not, how should the response been improved?

Q6: Have you contacted the Help Desk before, or was this the first time?

Q7: Given the amount of time it took to address your issue, was it worth the time and effort or did it take too long?

You should then cross reference answers to these questions and segment them into meaningful groups. For example, was there a correlation between expectation before hand and satisfaction afterward. Do first time users differ