[ISP] Quality Service
Thank you for contacting [ISP] help desk. We truly want to deliver an excellent service. Please help us to improve our service to you by completing the following questionnaire:
Q1.
Overall, how do you feel about your experience with [ISP] as your Internet Service Provider?
Excellent
Very Good
Good
Fair
Poor
Q2.
How do you rate your [ISP] quality of connection (including reliability, speed, unavailability, sudden disconnects, etc)?
Excellent
Very Good
Good
Fair
Poor
Q3.
How would you rate [ISP] software for ease of installation and use?
Excellent
Very Good
Good
Fair
Poor
Q4.
Approximately how long were you on hold before being helped by our support department?
Less than a minute
1-5 minutes
5-10 minutes
10 minutes or more
Don't remember
Q5.
For which operating system did you place your call to support?
Win 3.x
Win 95/98/NT/2000/XP
Mac 7.x
Mac 8.x or higher
Unix
Other
In speaking with our support representative, how would you rate the following?
Q6.
Friendliness
Friendly
Fairly friendly
Neutral
Fairly Unfriendly
Unfriendly
Q7.
Professionalism
Professional
Fairly professional
Neutral
Fairly unprofessional
Unprofessional
Q8.
Interest in solving your problem
Interested
Fairly interested
Neutral
Fairly uninterested
Uninterested
Q9.
When solving your problem, how would you rate the information provided?
Well presented and understandable
Sufficient to solve the problem
Difficult to understand
Extremely difficult to understand
Failed to solve the problem
Q10.
Our understanding of your problem:
Very satisfied that my problem was understood
Somewhat satisfied that my problem was understood
Unsure that my problem was understood
My problem was not understood
You did not have the ability to solve my problem
Q11.
Was your problem solved on this call?
Yes
No
Do not remember
Q12.
If your answer to the previous question was no, please state your reasons why?
The problem was caused by a piece of software other than [ISP] software.
The problem was due to a network or server outage.
The problem was with my system or phone lines.
I got transferred to someone who could fix my problem
I got frustrated and decided it was not worth fixing my problem.
The representative lacked the knowledge to resolve my [ISP] software or connection problem correctly.
Q13.
If you need to contact [ISP's] technical support again and were given the option to speak with this representative, would you?
Yes
No
Undecided
Q14.
If no, please state the your reasons here:
Q15.
Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is:
Much better than other companies' technical support.
Better than other companies' technical support.
About the same quality as other companies' technical support.
Worse than other companies' technical support.
Much worse than other companies' technical support.
I have never contacted another company for technical support.
Thank you for taking the time to complete this questionnaire and helping us improve our service


This survey was created byKeyPoint