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* 1. How long did you have to wait before a customer service representative at MET began to help you?

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* 2. How important is it for you to talk to a live MET staff person rather than an interactive telephone system?

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* 3. Why did you contact MET Customer Services?

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* 4. How knowledgeable was the customer service representative at MET?

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* 5. How clear was the information the customer service representative at MET gave you?

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* 6. How many of your questions did the customer service representative at MET resolve?

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* 7. How helpful were the customer service representatives at MET?

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* 8. Was your experience with customer service at MET better than you expected it to be, worse than you expected it to be, or about what you expected it to be?

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* 9. Overall, how satisfied were you after calling MET?

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* 10. Is there anything else you would like to share concerning your experience with MET Customer Services?

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* 11. Are you a contract purchaser, potential purchaser, beneficiary, or appointee?

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