Finance Department Customer Services Division Survey

1. How did you contact the Customer Services Division? By telephone
   In Person
   Internet  
   
   
2. Approximately how long did you have to wait before speaking to a representative? Less than 5 minutes
   5-10 minutes
   More than 10 minutes  
   
   
3. What was your reason for contacting the Customer Services Division? New service sign up or termination of service
   Billing question
   Payment/payment arrangements
   Service Maintenance
   Other  
   
   
4. Did the Customer Services Representative….. (Select all that apply) Quickly identify the problem
   Appear knowledgeable and capable
   Help you understand the cause and the solution to your inquiry
   Handle issues with courtesy and professionalism
   
   
5. How long did it take to get your issue resolved? Immediate resolution
   Less than a day
   Between 2 and 5 days
   More than a week
   Problem still not resolved  
   
   
6. How many times did you have to contact the Customer Services Division before the issue was corrected? Initial contact
   Twice
   Three times
   More than three times  
   
   
7. What was your overall experience with the Customer Services Division? Excellent
   Good
   Needs improvement  
   
   
8. Thank you for your feedback. Do you have any suggestions for us?
   
   
   

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