Client Satisfaction Surveys

2009 Clie nt Satisfactio n S urveys Clie nt Satisfac tion Sur ve ys Table of Contents Executive Summary .............................................................................................................................. 2 Methodology ......................................................................................................................................... 2 Demographics ....................................................................................................................................... 3 Overall Satisfaction .............................................................................................................................. 4 The Survey ............................................................................................................................................ 5 The Survey Results ............................................................................................................................... 7 Clie nt Satisfac tion Sur ve ys Executive Summary Consumers were asked to par take in an anonymous Client Satisfaction Survey to help the Company’s Customer Service Department evaluate the effectiveness of their services. The questionnaire contained questions about the client’s most recent experience. It asked questions about their interaction with staff, staff response times; and whether their issue was resolved. The survey also asked the respondent to give an overall summary of their experience. A total of 325 responses were received from surveys mailed to 1000 customers. The individual questions on the survey were worded as positive statements. The survey question asked for responses to:     Overall communication response time The Customer Service Representative’s level of knowledge The characteristics of the Customer Service Representative Whether the problem had actually been resolved Methodology In June, 2009, Client Satisfaction Surveys were administered to a total of 1000 customers who were asked to complete the survey and mail it back to the survey administrator in the prepaid postage envelope by July 15, 2009. The Customer Satisfaction Survey asked the respondents about their level of satisfaction during their most recent contact with the company’s customer service dep