Form 0920-1050 National DDP Customer Service Center -- Surveys Along th

National DPP Customer Service Center

Surveys Along the Customer Journey

 

Survey Structure

 

Survey Structure

 

Surveys

 

Survey: Asking for Help (Technical Assistance/User Support)

Please agree or disagree with the following statements:	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
My issue has been fully resolved.
The person I interacted with at the customer service center was knowledgeable. (Note: if you interacted with more than one staff member, please rate the last person who contacted you.)
My inquiry was resolved in a timely manner.
I will use the customer service center again in the future.

How satisfied are you with your experience using the Support Helpdesk?
1	2	3	4	5	6	7	8	9	10

Do you have any recommendations to improve our service?

 

Survey: Asking for Help (Technical Assistance Referral Outside of CSC)

Please agree or disagree with the following statements:	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
My issue has been fully resolved.
The customer service center Support Helpdesk made a meaningful connection to an outside resource.
My inquiry was resolved in a timely manner.
I will use the customer service center again in the future.

How satisfied are you with the referral process?
1	2	3	4	5	6	7	8	9	10

Do you have any recommendations to improve our process?

 

Survey: Annual Feedback

Please agree or disagree with the following statements:	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
The customer service center is designed in a user-friendly way.
Through the customer service center, I am able to access resources I would not have otherwise known about.
The customer service center has helped answer all of my National DPP questions.

Do you have any recommendations to improve our service?

	Once per year	Daily	Weekly	Monthly	Every 2-3 months	2-3 times per year	Never
How often do you use the customer service center?

	Yes	No
Have you ever contacted the Support Helpdesk?

 

Survey: General Feedback

Please agree or disagree with the following statements:	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
The customer service center is designed in a user-friendly way.
Through the customer service center, I am able to access resources I would not have otherwise known about.
The customer service center has helped answer all of my National DPP questions.

	Once per year	Daily	Weekly	Monthly	Every 2-3 months	2-3 times per year	Never
How often do you use the customer service center?

	Yes	No
Have you ever contacted the Support Helpdesk?

 

Survey: Attending a Webinar

Please agree or disagree with the following statements:	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
The topics covered were what I signed up for.
I learned new information by attending this webinar.
The webinar technology was easy to use.

Do you have any thoughts on how we could improve for the next webinar?

	Too Long	Too Short	Just Right
The length of the webinar was:

 

Survey: Downloading Resources

Please agree or disagree with the following statements:	Strongly Disagree	Disagree	Neutral	Agree	Strongly Agree
The resource is easy to find within the customer service center.
The resource is informative.
The resource encouraged me to take action in some way.

What other resources would you like to see in the Customer Service Center?

 

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