Service Coaching Form

Considering everything about the incident, how satisfied do you think the user was with the overall quality of the service and answer he/she received on that incident?

o Very satisfied

o Somewhat satisfied

o Somewhat dissatisfied

o Very dissatisfied

o N/A (that is, waiting to receive a callback)

Considering everything you know about the user, how satisfied would you say the user is overall with the help desk? Would you say the user is:

o Very satisfied

o Somewhat satisfied

o Somewhat dissatisfied

o Very dissatisfied

For each of the following statements, how much do you agree that the statement describes your user’s experience, using a scale from 1 to 9 where a 1 indicates you do not agree at all and a 9 indicates you agree completely?

A) The SUPPORT ENGINEER had a polite and helpful attitude.

1 2 3 4 5 6 7 8 9

B) The SUPPORT ENGINEER provided accurate answers to the customer’s questions.

1 2 3 4 5 6 7 8 9

C) The SUPPORT ENGINEER communicated at the customer’s level.

1 2 3 4 5 6 7 8 9

D) The SUPPORT ENGINEER took the time to understand the problem.

1 2 3 4 5 6 7 8 9

E) The USER received a resolution to the problem within a reasonable amount of time.

1 2 3 4 5 6 7 8 9