Customer Satisfaction Research has two primary purposes: 1) Measure and track your effectiveness in managing customer satisfaction. 2) Provide insights for improving customer satifaction.

1. Customer Service Satisfaction Research 3Q’09 September, 2009 Company Logo SAMPLE

5. Key Performance Indicators

17. Service Impact to Brand Q 31

21. Call System Performance Q 9,10 “ Phone disconnected because I had been on hold for so long.” “ Billing question put on hold disconnected.”

22. Wait Time Q 11,12

24. Call Transfer Q 13,14 “ I always have difficulty being sent to the right person. I know you guys are just using an external answering service so please know that they are brutal at providing service and it is frustrating because they cannot answer any questions. I don't want to have to write all of this out but feel free to call and I will describe it to you.” “ It wasn't particularly bad, but I kept getting transferred to the wrong people. Once I had the right person everything was fine.” “ Sometimes I get connected directly to the rep and sometimes the operator just takes a message.”

28. E-mail Acknowledgement & Response Q 20,21

29. Email Response Time Q 22,23

31. E-mail Resolution Q 24, 25 “ Been more knowledgeable re: the nature of my yyyyy problem and how XXXXX would be most effective. It was not effective in her situation so it ended up being a waste of money and I still have the same problem and have emailed my zzz as to what to do next.” “ In two recent dealings with customer service the response was initially prompt but they didn't address my problem. Resolving the actual issue took attempts on my part to re-contact.”

42. Survey Data Raw data and cross tab pivot tables XXXXX Sat data - FINAL 7-07b.xls Report out of answers to each question SurveySummary_07052009.xls