Water Customer Service Satisfaction Survey

Dear Customer,

The City of Amarillo Utility Billing department would like to thank you for giving us the opportunity to serve you. Please help us by taking a couple of minutes to tell us about your most recent experience. We appreciate your business and want to make sure we meet your expectations.

Sincerely,

Utility Billing Staff

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* 1. In your most recent customer service experience, how did you contact your representative?

In Person

By Telephone

Internet

Other

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* 2. How long did you have to wait before speaking to a representative?

I was taken care of immediately

Within 3 minutes

3-5 minutes

5-10 minutes

More than 10 minutes

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* 3. Did our representative ...? (please select all that apply)

Quickly identify the problem

Appear knowledgeable and competent

Help you understand the cause and solution to the problem

Handle the issue with courtesy and professionalism

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* 4. How many times did you have to contact the Utility Billing department before the problem was resolved?

Once

Twice

Three times

More than three times

The problem is still not resolved

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* 5. Overall, how satisfied are you with your recent experience?

Very Satisfied

Somewhat Satisfied

Neutral

Somewhat Dissatisfied

Very Dissatisfied

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* 1. In your most recent customer service experience, how did you contact your representative?

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* 2. How long did you have to wait before speaking to a representative?

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* 3. Did our representative ...? (please select all that apply)

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* 4. How many times did you have to contact the Utility Billing department before the problem was resolved?

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* 5. Overall, how satisfied are you with your recent experience?

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* 6. If you were less than totally satisfied, please explain what could have been done to serve you better.