5 question survey on Customer Service

[mlibra...@gmail.com]

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Customer Point of Contact Survey

A few questions about how your POW deals with customer communication. Thank you in advance for filling this out.

How many different ways do your customers contact you? Check all that apply

• Phone
• Email
• Chat
• Online Form
• Social Web (Facebook, Twitter, etc)
• Face to Face
• Other:

How answers these text based communications? Text based being email, chat, online forms, etc.

• One person
• Multiple people taking turns (not assigned)
• Multiple people taking turns but are assigned shifts/days
• Different people answer different avenues of communication (i.e. someone does chat, another does email, etc.)
• Questions are answered by corresponding dept. (e.g. Circulation, PR, Reference, etc.)
• Other:

Who monitors the communication?

• One person
• Corresponding dept. heads (e.g. Circ. Supervisor answers Circ questions)
• Only Information staff
• Only public relations staff
• No one
• Other:

Do you keep statistics on your customer communication?

• Yes, on all of them
• Yes, but only our Social Web communications
• Yes, but only the email and online forms communication
• Yes, but only the email communications
• Yes, but only the phone calls
• No
• Other:

Do you follow up with a customer after a problem has been resolved?

• Yes every time
• Yes some of the time
• Yes once in awhile
• Yes when I think about it
• No never
• Other:

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