Customer Satisfaction With Technical Support Survey

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Customer Satisfaction With Technical Support Survey

Customer Satisfaction with a product or service is one thing, customer satisfaction with technical support quite another. For companies offering technical support services, obtaining feedback from customers with regard to promptness and helpfulness of advice, attitude and behavior of the technical support staff, quality and effectiveness of the technical support process, etc. is crucial.

Customer Satisfaction With Technical Support Surveys are an ideal way to obtain such feedback and identify areas that need improvement, to achieve complete customer satisfaction.

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Obtaining Feedback on Technical Support

For your convenience and ease of reference, we have created a template of Customer Satisfaction With Technical Support Survey. You can use this template as such or modify it to suit your needs. Alternatively, you can design your own survey from scratch.

Question: Did the customer support representative listen to you patiently and respond immediately, when you contacted him?

Yes
No

Any other,please specify

Question: What kind of problems and queries did you take to our technical support representative?

Query regarding products and services offered by the company
Query regarding delivery and installation of an equipment
Issue regarding the maintenance of the equipment
Problem arising in the eqipment(s) and the repairs required
Query regarding technical assistance required in handling the equipment

Any other, please specify.

Question: How prompt was the customer service representative in taking your call?

Very prompt
Quite prompt
Not sure
Slow
Very Slow

Question: What kind of behavior did the technical support representative demonstrate on your interaction with him/her?

Very friendly
Friendly
Not sure
Somewhat friendly
Not at all friendly

Question: Was the technical support representative able to solve your problem?

Yes
No

Any other, please specify.

Question: How satisfied are you with the service provided by the technical support representative?

Very satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Very dissatisfied

Question: How would you rate your satisfaction with the way our technical support representative conducted himself/herself in the following areas?

	Very satisfied	Somewhat satisfied	Neither satisfied nor dissatisfied	Somewhat dissatisfied	Very dissatisfied
Handling and reolving customer problems
Professional attitude
Promptness in solving the problem
Understanding customers' needs and requirements
Quality of advice

Question: Why do you feel that way?

Question: Please mention name and/or email id of the technical support representative who handled your query or complaint.

Question: On the basis of your previous interaction with our customer support representatives, how will you rate their performance?

Excellent
Good
Average
Unsatisfactory
Poor

Question: Please give your suggestions on how we can further improve our technical support service.

Question: How many times in the last one year have you contacted our customer support representative?

Question: Did you find him/her competent enough to handle your problem?

Yes
No
Can't say