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Overall Survey Results:


EPMS Service and Support Survey


1How satisfied were you with the level of support provided for your recentĀ support request?
 
Answer
0%100%
Number of
Responses
Response
Ratio
Very satisfied
   
16 94.1%
Somewhat satisfied
 
0 0.0%
Neutral
 
0 0.0%
Somewhat dissatisfied
 
0 0.0%
Very dissatisfied
   
1 5.8%
Other
 
0 0.0%
No Responses
 
00.0%
 Totals17100%
2Please provide specific incident number for review!
 
 Number of
Responses
  13
3How satisfied were you with how the support staff resolved your problem?
 
Answer
0%100%
Number of
Responses
Response
Ratio
Very satisfied
   
16 94.1%
Somewhat satisfied
 
0 0.0%
Neutral
 
0 0.0%
Somewhat dissatisfied
 
0 0.0%
Very dissatisfied
   
1 5.8%
Other
 
0 0.0%
No Responses
 
00.0%
 Totals17100%
4Please rate our customer service representative on the following attributes.
 
 1 = Very Poor , 2 = Poor , 3 = Fair , 4 = Good , 5 = Very Good
Answer
12345
Number of
  Responses
Rating
Score*
Responsiveness
   
17 4.6
Professionalism
   
16 4.7
Politeness
   
16 4.7
Knowledge of the problem
   
16 4.6
Efficiency in solving the problem
   
16 4.6
Manner of handling follow-up questions
   
16 4.6
*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.
5How long did you have to wait before the customer support representative responded to your incident?Please take support hours of operation into consideration!
 
Answer
0%100%
Number of
Responses
Response
Ratio
Less than 30 minutes
   
7 41.1%
1 to less than 3 hours
   
5 29.4%
3 to less than 5 hours
   
2 11.7%
5 to less than 10 hours
   
1 5.8%
10 hours or over
   
1 5.8%
No Responses
   
15.8%
 Totals17100%

6How long did it take for customer support to resolve your problem once cause was discovered?
 
Answer
0%100%
Number of
Responses
Response
Ratio
Less than 30 minutes
   
5 29.4%
30 minutes to less than 1 hour
   
6 35.2%
1 hour to less than 4 hours
   
1 5.8%
4 hours to less than 8 hours
   
1 5.8%
Next day
   
2 11.7%
More than a day
 
0 0.0%
Problem did not get resolved
   
1 5.8%
No Responses
   
15.8%
 Totals17100%

7How many times did you contact customer support before your problem was resolved?
 
Answer
0%100%
Number of
Responses
Response
Ratio
Once
   
10 58.8%
Twice
   
3 17.6%
Three times
   
1 5.8%
More than three times
   
1 5.8%
Problem is still unresolved
   
1 5.8%
No Responses
   
15.8%
 Totals17100%
8Required How do you rate EPMS Service Support overall?
 
 1 = Poor , 2 = Fair , 3 = Good , 4 = Very Good , 5 = Excellent
12345
Number of
  Responses
Rating
Score*
   
17 4.6
*The Rating Score is the weighted average calculated by dividing the sum of all weighted ratings by the number of total responses.


9Do you have any suggestions for improvement?
 
 Number of
Responses
  6
10Please enter the information indicated below.
 
AnswerNumber of
Responses
First Name 15
Last Name 15
Job Title 14
Company Name 15
Work Phone 15
Email Address 14
Address 1 11
Address 2 4
City 11
State/Province
(US/Canada)
14
Postal Code 13

   
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