Professional Documents
Culture Documents
39.72%
Address Book Respondent Report
Raw Data / Tabulation Report
Response IP Addres Timestam Duplicate Time Take Seq. NumbExternal RCustom VaCustom VaCustom Va
In thinking about your most recent experience with [COMPANY], was the quality of customer service you received:
Very Poor 76 19.14%
Somewhat Unsatisfactory 67 16.88%
About Average 119 29.97%
Very Satisfactory 95 23.93%
Superior 40 10.08%
Total 397
Mean 2.89
Standard Dev. 1.25
Variance 1.57
Mean Percentile 62.22%
Grouping / Filter Analysis
e you received:
Open Ended Text Data
Q3
If you indicated that the customer service was unsatisfactory, would you please describe what happened?
Mean 3.01
Standard Dev. 1.20
Variance 1.44
Mean Percentile 59.87%
Grouping / Filter Analysis
Open Ended Text Data
Q5
Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are you with the [PRODUCT]:
Very Poor 30 10.87%
Somewhat Unsatisfactory 30 10.87%
About Average 92 33.33%
Very Satisfactory 78 28.26%
Superior 46 16.67%
Total 276
Mean 3.29
Standard Dev. 1.19
Variance 1.41
Mean Percentile 54.20%
Grouping / Filter Analysis
th the [PRODUCT]:
Open Ended Text Data
Q7
Would you please take a few minutes to describe why you are not satisfied with the product?
Mean 2.03
Standard Dev. 1.18
Variance 1.40
Mean Percentile 79.32%
Mean 2.36
Standard Dev. 1.18
Variance 1.39
Mean Percentile 72.89%
Mean 2.34
Standard Dev. 1.17
Variance 1.38
Mean Percentile 73.21%
Grouping / Filter Analysis
entative you spoke with most recently. Please indicate whether you agree or disagree with the following statements
Open Ended Text Data
Q9
Are there any other comments about the customer service representative you would like to add?
Mean 2.22
Standard Dev. 1.25
Variance 1.57
Mean Percentile 75.65%
My phone call was quickly transferred to the person who best could answer my question
Strongly Agree 62 30.10%
Agree 68 33.01%
Neutral 49 23.79%
Disagree 9 4.37%
Strongly Disagree 18 8.74%
Total 206
Mean 2.29
Standard Dev. 1.19
Variance 1.42
Mean Percentile 74.27%
The automated phone system made the customer service experience more satisfying
Strongly Agree 62 29.81%
Agree 59 28.37%
Neutral 51 24.52%
Disagree 13 6.25%
Strongly Disagree 23 11.06%
Total 208
Mean 2.40
Standard Dev. 1.28
Variance 1.63
Mean Percentile 71.92%
Q11
??
Considering the total package offered by [COMPANY] including customer service, [PRODUCT] features and benefits, and cos
Very Satisfied 60 28.57%
Somewhat Satisfied 71 33.81%
Neutral 50 23.81%
Somewhat Dissatisfied 17 8.10%
Very Dissatisfied 12 5.71%
Total 210
Mean 2.29
Standard Dev. 1.13
Variance 1.29
Mean Percentile 74.29%
Grouping / Filter Analysis
ontract was handled. Please indicate whether you agree or disagree with the following statements.
ures and benefits, and cost; how satisfied are you with [COMPANY]?