New logo march 09


Overall Survey Results:


PC Doctor Ltd Customer Experience Survey


1Required How many times have you used our service?
 
 1 = Once , 2 = Twice , 3 = Three times , 4 = Four times , 5 = Five times +
12345
Number of
  Responses		Rating
Score*
   
486 1.8
*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.
2Required How did you originally find out about us?
 
Answer
0%100%
Number of
Responses		Response
Ratio
Yellow Pages
   
214 44.0%
Thomson Local
   
197 40.5%
Website
   
17 3.4%
Recommended by family or friend
   
38 7.8%
Advertising on company vehicle
   
2 <1%
Yell.com
 
0 0.0%
Other
   
18 3.7%
No Responses
 
00.0%
 Totals486100%

3What made you choose our advert over others?
 
 Number of
Responses
  394
4Required How would you rate your overall level of satisfaction with us?
 
Answer
0%100%
Number of
Responses		Response
Ratio
Highly satisfied
   
417 85.8%
Somewhat satisfied
   
47 9.6%
Neutral
   
8 1.6%
Somewhat dissatisfied
   
6 1.2%
Highly dissatisfied
   
7 1.4%
No Responses
   
1<1%
 Totals486100%

5Required Please rate your engineer and add his name (if you know it) and any comments that you think will be useful. This information will be passed on to staff for training purposes.
 
 1 = Excellent , 2 = Good , 3 = Average , 4 = Below Average
1234
Number of
  Responses		Rating
Score*
   
487 1.2
*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.


6Required How do we rate on the following attributes?
 
 1 = Well Below Average , 2 = Below Average , 3 = Average , 4 = Above Average , 5 = Well Above Average
Answer
12345
Number of
  Responses		Rating
Score*
Customer service experience
   
486 4.3
On-time delivery of service
   
486 4.3
Engineer's level of expertise
   
486 4.5
Value for money
   
486 3.9
Overall quality of service
   
486 4.3
Professionalism
   
486 4.4
*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.


7Required How do you rate us out of 10? (10 being the highest score and 1 being the lowest)
 
Answer
0%100%
Number of
Responses		Response
Ratio
10
   
222 45.6%
9
   
149 30.6%
8
   
73 15.0%
7
   
23 4.7%
6
   
3 <1%
5
   
1 <1%
4
   
3 <1%
3
   
3 <1%
2
   
3 <1%
1
   
5 1.0%
No Responses
   
1<1%
 Totals486100%

8How likely are you to continue using our services?
 
Answer
0%100%
Number of
Responses		Response
Ratio
Very likely
   
398 81.8%
Somewhat likely
   
54 11.1%
Neutral
   
15 3.0%
Somewhat unlikely
   
2 <1%
Very unlikely
   
12 2.4%
No Responses
   
51.0%
 Totals486100%
9Required Would you recommended us to others?
 
Answer
0%100%
Number of
Responses		Response
Ratio
No, I would not recommend you
   
15 3.0%
Yes I would recommended you
   
379 77.9%
I have recommended you already!
   
82 16.8%
Other
   
10 2.0%
No Responses
 
00.0%
 Totals486100%

10Required Did you receive a white copy invoice with a 15% next visit discount?
 
Answer
0%100%
Number of
Responses		Response
Ratio
Yes thanks
   
312 64.1%
No I didn't, please send me a discount card.
   
149 30.6%
Other
   
30 6.1%
No Responses
 
00.0%
 Totals486100%

11Do you have any suggestions for improvement?
 
 Number of
Responses
  155
12Would you be willing to write a 'Testimonial' for our web page? If so, please use the space below for your comments. You may wish to add your name (or just your initials), your post code or just your general location, i.e NW London.
 
 Number of
Responses
  183
13Required Please enter the information indicated.
 
AnswerNumber of
Responses
First Name 487
Last Name 487
Email Address 487

   
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