posted on April 18, 2001 09:54:22 PM
Hi, I hope it's ok for me to post this here.
I need to write a paper analyzing results of a survey and *cough* the paper's due tomorrow *cough*.
The survey's really lame since I just through it together quickly, so if you would be willing to help me out, would you please email me? I'm sort of embarrassed to even post it. *blush*
I believe it should take 15 minutes max to fill it out.
OK, I guess I need to lurk here a little more, I'm totally not understanding everything.
Um, forget about being embarrassed, I don't have time for that. So here's the survey if you don't mind doing it. As I said, it shouldn't take more than 15 minutes. My best friend did it in 10.
Gender ::
Age ::
Occupation ::
Please answer the following questions as completely as possible.
1. How would you define customer service?
Please choose the answer which best reflects your experience.
2a. How often do you have to deal with customer service?
Never
Rarely
Sometimes
Often
Always
2b. If you answered Rarely, Sometimes, Often, or Always, why have you had to go to customer service?
Problem with product
Unsatisfied
Other
3. How much does the outcome of your dealings with customer service affect whether or not you will deal with them again?
Not important at all
Somewhat important
Neutral
Important
Very important
4. If you’ve had a bad experience with a company’s customer service, would you continue to go to that company?
Yes
Maybe
No
4b. Why?
Please rate the following based on your experience with their customer service reps (places were chosen at random).
1 being the worst, 5 being the best, if you have not had any experience with them, put NA
Amazon.com
Gap
Old Navy
Banana Republic
Land’s End
Nieman Marcus
Nordstrom
Sears
JCPenny
Voicestream / Sprint / AT&T / Verizon (choose the applicable service)
Tower Records
Sam Goody / Musicland
Victoria’s Secret
posted on April 19, 2001 01:08:41 AM
Forgot one more thing, you can post the answers here cos I'll be up awhile, or you can email them to me, [email protected].
posted on April 19, 2001 09:49:16 AM
Female 40 - Business Owner
1. Customer service is there to assure customer satisfaction with your product or service. The department should listen to the customer and then assist them with whatever they need. It should be based on keeping the customers coming back.
2a. Sometimes.
2b. Problem with product.
3. Very important.
4. No
4b. I used to shop at KMart alot. Then I bought $200 worth of curtains there. They were the wrong size so I had to return them. They were in the original packages, with the KMart price stickers on them. They did not have any damage to them at all. The return department is at the very front of the store - the curtain department was in the very back of the store. I forgot the receipt at home but decided to return the curtains anyway because the store is at least 20 minutes away from my home and I needed to get other curtains. The clerk took my driver's license and informed me that since I did not have my receipt this time I could not ever again return an item without a receipt. That was in 1992. Since then I have purchased items in KMart twice. Before that I shopped at KMart at least once a week.
Sears - 5, JC Penney - 1, Verizon - 4, All others NA
