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Customer Service Surveys

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Customer Service Survey for Dealers / Resellers / Distributors
Please rate the items on a scale of 1 (poor) to 5 (excellent)
 
Customer Service Poor       Excellent  
  Access to staff 1 2 3 4 5 NA
  Level of knowledge 1 2 3 4 5 NA
  Communications are friendly and professional 1 2 3 4 5 NA
  Responds in a timely manner 1 2 3 4 5 NA
  Provides accurate inventory/stock status 1 2 3 4 5 NA
  Demonstrates good problem solving ability and offers solutions 1 2 3 4 5 NA
  Does the right thing if mistakes are made 1 2 3 4 5 NA

Comments:

            
Fulfillment, Invoicing and Inventory/Stock            
  Ships / dispatches orders promptly 1 2 3 4 5 NA
  Ships / dispatches orders accurately 1 2 3 4 5 NA
  Provides shipment tracking information 1 2 3 4 5 NA
  Provides clear and accurate invoices 1 2 3 4 5 NA
  Handles backorders/late orders in a timely manner 1 2 3 4 5 NA
  Resolves problems satisfactorily 1 2 3 4 5 NA
  Stocks the right products 1 2 3 4 5 NA
  Has adequate inventory/stock to meet needs 1 2 3 4 5 NA

Comments:

            
Technical Support / Service            
  Access to staff 1 2 3 4 5 NA
  Level of technical / product knowledge 1 2 3 4 5 NA
  Responds in a timely manner 1 2 3 4 5 NA
  Demonstrates good problem solving ability and offers solutions 1 2 3 4 5 NA
  Provides training 1 2 3 4 5 NA
  Completes repairs in a timely manner 1 2 3 4 5 NA
  Provides repair status reports 1 2 3 4 5 NA

Comments:

            
Website            
  Ease of navigation 1 2 3 4 5 NA
  Speed 1 2 3 4 5 NA
  Product information (including technical data) 1 2 3 4 5 NA
  Contact information 1 2 3 4 5 NA
  Location information - maps / directions 1 2 3 4 5 NA
  Response to web queries 1 2 3 4 5 NA

Comments:

            
Quotations / Project Management            
  Access to staff 1 2 3 4 5 NA
  Level of knowledge 1 2 3 4 5 NA
  Responds in a timely manner 1 2 3 4 5 NA
  Provides complete and accurate quotations 1 2 3 4 5 NA
  Provides clear and useful submittals/drawings 1 2 3 4 5 NA
  Meets project deadlines 1 2 3 4 5 NA
  Does the right thing if mistakes are made 1 2 3 4 5 NA
  Willingness to attend site meetings 1 2 3 4 5 NA

Comments:

            
Would you recommend this company?            

Comments:

            
What do you feel is the single most important area in which this company needs to improve?
What do they do that you like most?

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