JAMIS Software Corporation

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JAMIS Support Center Evaluation Form

JAMIS Software strives to provide friendly, helpful service to all customer inquiries. In order to continuously monitor and improve our phone support customer service, we would appreciate your input on how we responded to your recent inquiry.

Customer:
Contact Name:
Case Number:

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Support Center Survey Form

1. When you first contacted the Support Center, did you feel your inquiry was logged responsively and accurately into the Connect-Care system?

Outstanding Very good Satisfactory Marginal Unsatisfactory

2. Were you given a case number?

Yes No

3. How long after your inquiry was assigned a case number were you contacted by a Support Center Specialist?

Less than 1 hour 1 to 4 hours 5 to 8 hours More than 8 hours

4. In your opinion, was the callback time appropriate for the specific problem of your case?

Outstanding Very good Satisfactory Marginal Unsatisfactory

5. When you spoke with the Support Center Specialist about your case, how well do you feel that he/she understood your issue?

Outstanding Very good Satisfactory Marginal Unsatisfactory

6. Do you feel that the Support Center Specialist was knowledgeable about your issue's topic?

Outstanding Very good Satisfactory Marginal Unsatisfactory

7. Was it necessary for the Support Center Specialist to escalate your issue?

Yes No

8. If #7 was yes, do you feel that this was appropriate?

Yes No

9. Was the case responded to, resolved, and closed to your satisfaction?

Outstanding Very good Satisfactory Marginal Unsatisfactory

10. How would you rate your overall experience with the JAMIS Support Center on this specific case?

Outstanding Very good Satisfactory Marginal Unsatisfactory

11. How would you rate your overall experience when contacting the JAMIS Support Center in the past year?

Outstanding Very good Satisfactory Marginal Unsatisfactory

12. In the last year, how often have you contacted the JAMIS Support Center?

1 to 5 times 6 to 10 times 11 to 15 times 16 to 20 times More than 20 times

13. What is your preferred method to contact the JAMIS Support Center?

Phone Email Fax

14. Would you like to be contacted by the JAMIS Support Center Management?

Yes No

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