1.  Tracking software is used to monitor response and resolution times. In addition, the company surveys customers who request support using the following scale:

0 – did not exceed expectations

1- Marginally met expectations

2- Met expectations

3- Exceeded expectations

4- Greatly exceeded expectations

The questions are as follows:

Q1: Did the support representative explain the process for resolving your problem?

Q2: Did the support representative keep you informed about the status of progress in resolving your problem?

Q3: Was the support representative courteous and professional?

Q4: Was your problem resolved?

Q5: Was your problem resolved in an acceptable amount of time?

Q6: Overall, how did you find the service provided by our technical support department?

A final question asks the customer to rate the overall quality of the product using this scale:

0- Very poor

1- Poor

2- Good

3- Very good

4- Excellent