Telco- Overall NPS Survey

Overall, how do you feel about your experience with Telco as your service provider, 1 being very poor and 10 being excellent ?

How would you rate Telco equipment for ease of understanding and use?

How do you rate your Telco connection for speed ?

How do you rate your Telco connection for reliability, 1 being very poor and 10 being excellent ?

Ability to “go through” on the help desk phones or be attended to in person throughout the day or at night, on a scale of 1 to 10, 1 being very poorer and 10 being excellent

Speed of answering phones when you do go through, 1 being very poorer and 10 being excellent.

Knowledge,expertise and interest displayed in understanding and resolving your problem, 1 being very poor and 10 being excellent

Friendliness, 1 being unfriendly and 10 being as friendly as I expected

Professionalism, 1 being unprofessional and 10 being as professional as I expected

When solving your problem, how would you rate the information provided, 1 being extremely difficult to understand and 10 being extremely well presented and understandable

When we you have called- have your problems been solved on the call?

Yes

Do not remember

Not sure

If other, please specify:

If you needed to contact Telco's technical support again and were given the option to speak with this particular representative, would you?

Yes

Undecided

If other, please specify:

When you have made requests outside the normal has Telco been forthcoming with a solution, 1 is not all and 10 is very forthcoming

If no, why not?

Telco was just not interested in finding a solution to my problem

Telco lacked the skill and ingenuity to find a solution

My problem was beyond the Telco system capability

If other, please specify:

If your answer to the previous question was no, why?

The problem was caused by something outside of Telco.

The problem was due to a network or server outage.

The problem was with my system or connections

I got transferred to someone who could fix my problem.

I got frustrated and decided it was not worth fixing my problem.

The rep lacked the knowledge to resolve my network & connectivity problem Other

If other, please specify:

How do you rate the accuracy and timeliness of our invoices and billings on a scale of 1 for very poorer and 10 for excellent

Friendliness, 1 being unfriendly and 10 being as friendly as I expected

Professionalism,expertise, speed in resolving your billing issues, 1 being very poor and 10 being excellent

Technical support compared to that provided by other companies, would you say that, overall, Telco's technical support i

much better than other companies' technical support.

better than other companies' technical support.

about the same quality as other companies' technical support.

worse than other companies' technical support.

much worse than other companies' technical support.

I have never contacted another company for technical support.

If other, please specify:

Telco- Overall NPS Survey

Thank you for choosing Telco as your broadband and internet provider. Please help us better serve you by completing the following questionnaire:

Overall, how do you feel about your experience with Telco as your service provider, 1 being very poor and 10 being excellent ?

How would you rate Telco equipment for ease of understanding and use?

How do you rate your Telco connection for speed ?

How do you rate your Telco connection for reliability, 1 being very poor and 10 being excellent ?

In speaking with your support representative, how would you rate the following?

Ability to “go through” on the help desk phones or be attended to in person throughout the day or at night, on a scale of 1 to 10, 1 being very poorer and 10 being excellent

Speed of answering phones when you do go through, 1 being very poorer and 10 being excellent.

Knowledge,expertise and interest displayed in understanding and resolving your problem, 1 being very poor and 10 being excellent

Friendliness, 1 being unfriendly and 10 being as friendly as I expected

Professionalism, 1 being unprofessional and 10 being as professional as I expected

When solving your problem, how would you rate the information provided, 1 being extremely difficult to understand and 10 being extremely well presented and understandable

When we you have called- have your problems been solved on the call?

If you needed to contact Telco's technical support again and were given the option to speak with this particular representative, would you?

When you have made requests outside the normal has Telco been forthcoming with a solution, 1 is not all and 10 is very forthcoming

If no, why not?

If your answer to the previous question was no, why?

When dealing with the Telco billing staff, how would you rate their

How do you rate the accuracy and timeliness of our invoices and billings on a scale of 1 for very poorer and 10 for excellent

Friendliness, 1 being unfriendly and 10 being as friendly as I expected

Professionalism,expertise, speed in resolving your billing issues, 1 being very poor and 10 being excellent

Overall comparing Telco's performance against other providers in the marketplace how would you compare

Technical support compared to that provided by other companies, would you say that, overall, Telco's technical support i