ISP Service Evaluation Survey Template

ISP Service Evaluation Survey Template includes questions about service evaluation and customer feedback for an Internet Service Provider. QuestionPro questionnaire sample consists of more than 15 examples of questions that will help a survey creator in gathering the most detailed feedback. For example, this sample can be edited according to the extent of information required for analysis and improvement.



   
 
Thank you for contacting our help desk. Please help us better serve you by completing the following questionnaire:
 
   
 
Overall, how do you feel about your experience with [ISP] as your Internet service provider?
 
Excellent
 
Very Good
 
Good
 
Fair
 
Poor
 
   
 
How do you rate your [ISP] connection (including reliability, speed, busy-signals, disconnects, etc.)?
 
Excellent
 
Very Good
 
Good
 
Fair
 
Poor
 
   
 
How would you rate [ISP] software for ease of installation and use?
 
Excellent
 
Very Good
 
Adequate
 
Poor
 
Very Poor
 
   
 
For which operating system did you place your call to support?
 
Win 3.x
 
Win 95/98/NT/2000
 
Mac 7.x
 
Mac 8.x or higher
 
Called via telephone
 
Other (operating system)
 
 
   
 
In speaking with your support representative, how would you rate the following?
 
   
 
Friendliness
 
As friendly as I expected
 
Friendly
 
Neither friendly nor unfriendly
 
Less friendly than I expected
 
Unfriendly
 
   
 
Professionalism
 
As professional as I expected
 
Professional
 
Neither professional nor unprofessional
 
Less professional than I expected
 
Unprofessional
 
   
 
Interest in solving your problem
 
As interested as I expected
 
Very interested
 
Interested
 
Neither interested nor uninterested
 
Uninterested
 
   
 
When solving your problem, how would you rate the information provided?
 
Extremely well presented and understandable
 
Well presented and understandable
 
Sufficient to solve the problem
 
Difficult to understand
 
Extremely difficult to understand
 
   
 
Understanding of the problem
 
Very satisfied that my problem was understood
 
Somewhat satisfied that my problem was understood
 
Unsure that my problem was understood
 
My problem was not understood
 
Did not have the ability to solve my problem
 
   
 
Was your problem solved on this call?
 
Yes
 
No
 
Do not remember
 
Not sure
 
   
 
If your answer to the previous question was no, why?
 
The problem was caused by a piece of software other than [ISP] software.
 
The problem was due to a network or server outage.
 
The problem was with my system or phone lines.
 
I got transferred to someone who could fix my problem.
 
I got frustrated and decided it was not worth fixing my problem.
 
The rep lacked the knowledge to resolve my [ISP] software or connection problem correctly.
 
Other
 
 
   
 
If you needed to contact [ISP] 's technical support again and were given the option to speak with this particular representative, would you?
 
Yes
 
No
 
Undecided
 
   
 
If no, why not?
   
 
   
 
Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is
 
much better than other companies' technical support.
 
better than other companies' technical support.
 
about the same quality as other companies' technical support.
 
worse than other companies' technical support.
 
much worse than other companies' technical support.
 
I have never contacted another company for technical support.
 
   
 
Thank you for helping us improve our service to you. If you require further assistance, please send a separate e-mail to test@test.com. This will ensure a timely response. We can also be reached at 1-800-XXX-XXXX.
 

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