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Question 1.   In your view, did you feel our customer service agent understood what you were saying? Extremely well Quite well Moderately well Slightly well Not at all well

Question 2.   How long was your wait on hold before speaking with our customer service representative? Extremely long Quite long Moderately long Slightly long Not at all long

Question 3.   How eager to help you were the customer service representatives at our company? Extremely eager Very eager Moderately eager Slightly eager Not at all eager

Question 4.   Would you say that our customer service representative solved your problem or answered your question quickly, slowly, or neither? Extremely quickly Quite quickly Quickly Neither quickly nor slowly Somewhat slowly Quite slowly Extremely slowly

Question 5.   How clear was the information that our customer service representative provided to you? Extremely clear Quite clear Moderately clear Slightly clear Not at all clear

Question 6.   How knowledgeable did our customer service representative seem to you? Extremely knowledgeable Quite knowledgeable Moderately knowledgeable Slightly knowledgeable Not at all knowledgeable

Question 7.   How many of your questions/problems did the customer service representative at our company resolve? All of them Most of them About half of them Some of them None of them

Question 8.   How helpful was our customer service representative? Extremely helpful Quite helpful Moderately helpful Slightly helpful Not at all helpful

Question 9.   Was your experience with customer service at our company better than you expected it to be, worse than you expected it to be, or about what you expected it to be? A great deal better Quite a bit better Somewhat better About what was expected Somewhat worse Quite a bit worse A great deal worse Don't know

Question 10.   Overall, are you satisfied with the customer service you received, dissatisfied with our customer service, or neither satisfied nor dissatisfied? Extremely satisfied Quite satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Quite dissatisfied Extremely dissatisfied

Question 11.   How likely is it that you would recommend this company to a friend or colleague? Definitely not Probably not Possibly Probably yes Definitely yes