Customer Satisfaction Survey

Instructions

Please take a moment to fill this out.  Your opinion is very important for us to check the current status of our customer service readiness and provide you with better service in the future.  This survey consists of basic questions and four major sections regarding product and service provided by the manufacturers and our service.  You do not have to fill out all the questions.  Answer only those you can.  Sometimes you may want to drop a few sections and fill out only the sections that we want to address.  Required entries are shown with *.  

* Your Name   i.e., Phil Lewis
* Your Email address   i.e., phillewis@email.university.edu

* Your home phone number

   i.e., 405-323-3217.  
When were you registered as a customer?   i.e., August 20, 1999 (If you cannot remember the exact date, simply write approximate date or month, e.g., Aug, 1999
Approximately how much of calling cards have your bought from us until now?   i.e., $500

Section A.  Evaluation of Product provided by the manufacturer

Following are questions regarding on the product provided by the manufacturer which is responsible for your card and customer support for you.   Please note that Callcarefree.com (True Telecom) do not make the product.  Nor do we provide network service; we simply buy and sell the cards to you.  In other words, we are reseller.  
1. Calling card name (Please write only one card, for which you want to answer the following questions)   i.e., EAST card (We assume that you have used a card before.  If you have never used it before, please skip all the questions about calling card.
2. Approximately how much have your bought this card you mentioned above?   i.e., $300
3. How satisfied are you with the price of the card compared with other card you have used before? If this was your first time using the phone card, you can compare it with that of long distance carriers
4. How satisfied are you with the voice quality (clearness) of the card compared with other card you have used before? If this was your first time using the phone card, you can compare it with that of long distance carriers
5. How often have you had busy signals while you attempt to access toll-free access number of the card?
6. After you enter PIN and destination number, how often have you had sudden disconnection before you are connected to the other party?
7. After you are connected to the other party, how often have you had sudden disconnection in the middle of conversation?
8. Suppose that you do not have any sudden disconnection problem.  On average, how long do you talk using this card?
9. How often have you discovered that you are actually charged more than than you should (overcharging problem)?
10. In general, how would you rate the calling card (without considering customer service) provided by the manufacturer of your card compared with that of other calling card company?
11. How likely are you to recommend this card to your friend based on the evaluations on the product itself?

Section B.  Evaluation of Customer Support provided by the manufacturer

Following are questions regarding on Customer support provided by the manufacturer that made your card.  Please recall the last time you spoke with the customer service representative of that company when you answer the questions.  If you have never contacted them before, you may skip this series of questions.
1. How often do you feel you have contacted the customer service of the manufacturer who made your card?

2. For what reason, did you contact the customer service last time?

 i.e., I lost my connection fee due to disconnection without getting throug

3. When did you contact the customer service? (Approximate day and time)

 i.e., 3:00 PM CST Monday

4. On average how long have you waited before you are able to speak with the customer service representative?

 i.e., 3 minutes

5. How courteous was the service representative?

6. How fast is he/she in solving the problem?
7. How satisfied are you with the customer service result you got after you speak with him/her?
8. In general, how would you rate the customer service provided by the manufacturer of your card compared with your expectation?
9. In general, how would you rate the customer service provided by the manufacturer of your card compared with that of other calling card company?
10. How likely are you to recommend this card to your friend based on the evaluations on the customer service provided by the manufacturer of your card compared with that of other calling card company?

Section C.  Evaluation of both Product & Customer Support provided by the manufacturer

Following are questions regarding on both the product and service provided by the manufacturer which makes and provide network service for you.   Answer the following questions only if you answered both the Product and the service part of the survey above.  Please note that Callcarefree.com (True Telecom) do not make the product.  Nor do we provide network service; we simply buy and sell the cards to you.  In other words, we are reseller.  In this section you do not evaluate Callcarefree.com (True Telecom), but the manufacturer who is responsible for both the product and the service.
1. In general, how would you rate both the product and customer service provided by the manufacturer of your card compared with those of other calling card company?
2. How likely are you to recommend this card to your friend based on the evaluations on both the product and the customer service provided by the manufacturer of your card compared with that of other calling card company?
 

Section D.  Evaluation of Our Service

Following are questions regarding on Service provided by Callcarefree.com (True Telecom), which redistribute (resell) the cards made by the manufacturers.  Please note that we are not providing network service; we simply buy and sell the cards to you.  In other words, we are reseller.

1. How satisfied are you with the delivery time within which you received your order from us?  
2. How satisfied are you with the variety of choices offered to you in the Product Options page?
3. How adequate do you think customer service information posted on the web is?  

4. How often do you take Referral Reward Discount?
5. How satisfied are you with Referral Reward Discount program?

6. How satisfied are you with Everyday Low Price Discount (10%) program?

7. What do you like the most about our service? (write one or two things that come to your mind right away)

8. What do you not like the most about our service? (write one or two things that come to your mind right away)
9. How likely are you to recommend our web site (Callcarefaree.com / True Telecom) to your friend based on the evaluations of the service provided by us?

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