* 1. How long was your wait on hold before speaking with our customer service representative?

* 2. How well did you feel our customer service representative understood what you were saying?

* 3. How eager to help you were the customer service representatives at our company?

* 4. Would you say that our customer service representative solved your problem or answered your question quickly, slowly, or neither?

* 5. How knowledgeable did our customer service representative seem to you?

* 6. How clear was the information that our customer service representative provided to you?

* 7. How many of your questions/problems did the customer service representative at our company resolve?

* 8. How helpful was our customer service representative?

* 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?

* 10. Overall, are you satisfied with the customer service you received, dissatisfied with our customer service, or neither satisfied nor dissatisfied?

* 11. How likely is it that you would recommend this company to a friend or colleague?

Not at all likely
Extremely likely