Operation "Overhaul"

This surevy aims to find what are the challenges of agents based on products and tools. Once accomplished, this would help the team identify where major overhauls are needed and to fix according to importance
Name: 


A red asterisk (*) indicates required questions.

  1. Based on your calls, which of the follwing products are you having diffculty talking with customers?

    Please rank: 1 as the highest and 5 as the lowest*
        1 2 3 4 5
    Printers - connectivity, compatibilty  
    Routers - router coverage and length  
    Notebooks - functionality and specs  
    Desktops  
    Others (specify)  


  1. Feedback for others in number 1


  1. Talking about printers, what types of product convesation would give you a hard time with customers

    Please rank: 1 as the highest and 5 as the lowest
        1 2 3 4 5
    Connectivity  
    Compatibilty  
    ink, toner, and paper  
    all in one functions (Scan, fax, sending email etc.)  
    others (specify)  


  1. Feedback for others in number 3


  1. Talking about notebooks what types of product convesation would give you a hard time with customers

    Please rank: 1 as the highest and 4 as the lowest

        1 2 3 4
    Processor  
    Graphics Card  
    Available Slots (hard drive, memory, TV tuner)  
    Others (specify)  


  1. Feedback for others in number 5


  1. Talking about Desktops what types of product convesation would give you a hard time with customers

        1 2 3 4
    Connecting multiple monitors  
    Processor  
    Available Slots (hard drive, memory, TV tuner)  
    Others (specify)  


  1. Feedback for others in number 7


  1. As an agent, which of the folowing tools do you usually use while taking calls on a daily basis.

    Please be honest in answering so that we can help you
    TOMI
    YODA
    Infolab
    Onesite
    My Help (for tier 1 only)
    Google
    Wikipedia
    Hp.com
    Parts surfur
    Looking at the LCD monitor
    Others (please specify)


  1. Feedback for others in number 9


  1. Do you access yoda everyday?*
    Yes
    No


  1. If your answer is "NO" please choose the following reasons
    Cannot access YODA in your PC
    Don't know how to use YODA
    It takes long in navigating, increasing your AHT
    You rely on your TL's, Floor support, and trainers for the answers





HP HHO Program
Boise, ID