Diamond Program Feedback - Customer Care



We have recently implemented our new Diamond Program and want to know how it's going. The feedback we receive from this survey will be used to improve the program, which will benefit us, as well as our customers!

Some questions will ask you to answer with a rating of 1-5.

For these questions, please note the below definitions:
1=You Strongly Disagree and 5=You Strongly Agree.


A red asterisk (*) indicates required questions.

  1. I have a good understanding of the value of the Diamond program.*
    1 2 3 4 5


  1. I find customers/applicants appreciate the updated status information we provide.*
    1 2 3 4 5


  1. I find customers/applicants appreciate the Adjudication Instant Response.*
    1 2 3 4 5


  1. I believe the Super Report provide important insights about a case I did not have access to previously.*
    1 2 3 4 5


  1. The new Diamond CFS template makes finding customer information easier and faster.*
    1 2 3 4 5


  1. I believe the additional Status details (ex. NCRF/P) provide customers with high quality answers.*
    1 2 3 4 5


  1. I feel more confident in talking to customers/applicants due to the additional training I've been provided.*
    1 2 3 4 5


  1. Overall, I believe Diamond customers/applicants are happy with the additional level of service.*
    1 2 3 4 5


  1. I provide the updated status information to customers/applicants.*
    Yes
    No


  1. I use the Super Report for understanding more about where the case is in its lifecycle.*
    Yes
    No


  1. I found the WOW training useful for how I interact with customers/applicants.*
    Yes
    No


  1. Do you have any recommendations for improving the Diamond Program?*