1. Service quality

Please indicate your level of agreement. Your responses should be based on your own experience. If you have no opinion, do not know enough about the item to respond, or feel the item is not applicable to you, select Don't Know/Not Applicable(DK/NA).

Before getting started, please fill out this information:

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* 1. Before getting started, please fill out this information:

Overall, I am satisfied with the reliability of iCore's service.

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* 2. Overall, I am satisfied with the reliability of iCore's service.

I am satisfied with the voice quality.

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* 3. I am satisfied with the voice quality.

I am satisfied with the quality of my data/internet connection.

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* 4. I am satisfied with the quality of my data/internet connection.

iCore's telephones are easy to use.

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* 5. iCore's telephones are easy to use.

iCore's end user features are easy to configure.

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* 6. iCore's end user features are easy to configure.

Overall, I am satisfied with the services that iCore provides.

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* 7. Overall, I am satisfied with the services that iCore provides.

Please choose the option that best describes the voice quality on your telephone calls.

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* 8. Please choose the option that best describes the voice quality on your telephone calls.

Please indicate what you like best about iCore's service. (choose your top three)

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* 9. Please indicate what you like best about iCore's service. (choose your top three)

Please tell us if there is a new feature you would like us to offer.

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* 10. Please tell us if there is a new feature you would like us to offer.

If you have experienced a problem with any of the following service areas,please rate the severity of the problem. If you do not know enough about the item to respond, or feel the item is not applicable to you, select Don't Know/Not Applicable (DK/NA)

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* 11. If you have experienced a problem with any of the following service areas,please rate the severity of the problem. If you do not know enough about the item to respond, or feel the item is not applicable to you, select Don't Know/Not Applicable (DK/NA)

  Extreme Severe Moderate Minor No Problem DK/NA
Installation
Service outage
Call quality
Phone operations
Adds, moves, and changes
Soft Phone (PC phone functions)
Web portal (phone.icore.com)
Billing
I feel iCore is addressing service concerns raised by its customers.

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* 12. I feel iCore is addressing service concerns raised by its customers.

If you have experienced multiple problems, please indicate the area in which your most serious problem occurred.

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* 13. If you have experienced multiple problems, please indicate the area in which your most serious problem occurred.

Which method do you use most frequently in order to contact customer support? [choose one]

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* 14. Which method do you use most frequently in order to contact customer support? [choose one]

Please indicate your level of agreement with each of the following statements. Your responses should be based on your own experience. If you have no opinion, do not know enough about the item to respond, or feel the item is not applicable to you, select Don't Know/Not Applicable(DK/NA).

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* 15. Please indicate your level of agreement with each of the following statements. Your responses should be based on your own experience. If you have no opinion, do not know enough about the item to respond, or feel the item is not applicable to you, select Don't Know/Not Applicable(DK/NA).

  Strongly Agree Agree Partly Agree/ Partly Disagree Disagree Strongly Disagree DK/NA
Customer support is easy to reach.
The customer support staff is courteous.
The customer support staff is professional.
The customer support staff is knowledgeable.
Solutions are provided in a timely manner.
It is easy for me to submit support requests and check support status using iCore's online site.
Customer support takes responsibility for proactively informing me of service problems.
Customer support provides me with progress updates when resolving service problems.
Customer support follows through on addressing customer issues.
Overall, I am satisfied with the level of customer support provided by iCore.

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