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Customer Service Survey
1. Default Section
Thank you for participating in this Customer Service Center satisfaction survey for COLA. Your participation will ensure that COLA will continue to provide you with the products, services and support you need and expect.
1
. Which of the following best describes your primary reason for contacting COLA? (Pick one)
Which of the following best describes your primary reason for contacting COLA? (Pick one)
Enrollment
COLAcentral
COLA Criteria
PT related questions
Scheduling a survey
Contact regarding a surveyor
Determine survey results/PRI
Discuss COLA educational products
Other (please specify)
2
. Were there additional reasons for contacting COLA? (Pick as many that apply)
Were there additional reasons for contacting COLA? (Pick as many that apply)
Enrollment
COLAcentral
COLA criteria
PT related questions
Scheduling a survey
Contact regarding a surveyor
Determine survey results/PRI
Discuss COLA educational products
Other (please specify)
3
. Was your questions addressed by the first representative you spoke with or did you need to be transferred?
Was your questions addressed by the first representative you spoke with or did you need to be transferred?
Answered by first representative
Needed to be transfered
4
. Please rate COLA and the representative who provided service to you on the following attributes using a five point scale with five indicating you are very satisfied and one meaning you are not at all satisfied. If you have no experience or have not used a particular service, please check never used.
Very Satisfied (5)
(4)
(3)
(2)
Not At All Satisfied (1)
Never Used/NA (0)
a. Hold time before you reached a representative
*
Please rate COLA and the representative who provided service to you on the following attributes using a five point scale with five indicating you are very satisfied and one meaning you are not at all satisfied. If you have no experience or have not used a particular service, please check never used. a. Hold time before you reached a representative Very Satisfied (5)
a. Hold time before you reached a representative (4)
a. Hold time before you reached a representative (3)
a. Hold time before you reached a representative (2)
a. Hold time before you reached a representative Not At All Satisfied (1)
a. Hold time before you reached a representative Never Used/NA (0)
b. Courtesy and friendliness
b. Courtesy and friendliness Very Satisfied (5)
b. Courtesy and friendliness (4)
b. Courtesy and friendliness (3)
b. Courtesy and friendliness (2)
b. Courtesy and friendliness Not At All Satisfied (1)
b. Courtesy and friendliness Never Used/NA (0)
c. Knowledgeable on COLA processes and products
c. Knowledgeable on COLA processes and products Very Satisfied (5)
c. Knowledgeable on COLA processes and products (4)
c. Knowledgeable on COLA processes and products (3)
c. Knowledgeable on COLA processes and products (2)
c. Knowledgeable on COLA processes and products Not At All Satisfied (1)
c. Knowledgeable on COLA processes and products Never Used/NA (0)
d. Ability to answer your questions completely
d. Ability to answer your questions completely Very Satisfied (5)
d. Ability to answer your questions completely (4)
d. Ability to answer your questions completely (3)
d. Ability to answer your questions completely (2)
d. Ability to answer your questions completely Not At All Satisfied (1)
d. Ability to answer your questions completely Never Used/NA (0)
e. Overall experience with the COLA representative
e. Overall experience with the COLA representative Very Satisfied (5)
e. Overall experience with the COLA representative (4)
e. Overall experience with the COLA representative (3)
e. Overall experience with the COLA representative (2)
e. Overall experience with the COLA representative Not At All Satisfied (1)
e. Overall experience with the COLA representative Never Used/NA (0)
5
. Using an 11 point scale, where 10 is extremely likely and 0 is not at all likely, How likely would you be to recommend COLA to friends and colleagues?
Extremely Likely (10)
(9)
(8)
(7)
(6)
(5)
(4)
(3)
(2)
(1)
Not At All Likely (0)
N/A Don't Know
11-point rating
*
Using an 11 point scale, where 10 is extremely likely and 0 is not at all likely, How likely would you be to recommend COLA to friends and colleagues? 11-point rating Extremely Likely (10)
11-point rating (9)
11-point rating (8)
11-point rating (7)
11-point rating (6)
11-point rating (5)
11-point rating (4)
11-point rating (3)
11-point rating (2)
11-point rating (1)
11-point rating Not At All Likely (0)
11-point rating N/A Don't Know
6
. What suggestions do you have for COLA to improve its products and services? (If you have no suggestions please leave blank)
What suggestions do you have for COLA to improve its products and services? (If you have no suggestions please leave blank)
7
. If you received excellent service from your representative, please provide their name so we can let them know.
If you received excellent service from your representative, please provide their name so we can let them know.
OPTIONAL
COLA surveys are confidential and your response is not released with your name without your permission. If you would like to release this information with your name or wish to be contacted by COLA to discuss an issue, please provide the following information
8
. Please provide your COLA ID.
Please provide your COLA ID.
9
. Please provide your name and preferred means of contact (email address or telephone number) if you would like to be contacted regarding your experience.
Please provide your name and preferred means of contact (email address or telephone number) if you would like to be contacted regarding your experience.
Name:
Telephone Number:
Email Address:
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