The Chrysler Group POSE Live Agent Questionnaire

Hello, my name is ____________ and I’m calling on behalf of (INSERT WORDING FOR CUSTOMER SAMPLE: (INSERT BRAND)) (INSERT WORDING FOR DEALER AND PROSPECT SAMPLE: Chrysler). May I please speak with (INSERT NAME)? Today we are conducting a brief survey about the call you placed to the (INSERT LOB NAME).
Name: 


A red asterisk (*) indicates required questions.

  1. Thinking about the agent who handled your call on (INSERT CALL DATE), overall, how satisfied were you with the interaction? 1 being not satisfied, 5 being completely satisfied.*
    1
    2
    3
    4
    5


  1. Using the same scale, how would you rate the agent on the following? 1 being not satisfied, 5 being completely satisfied. The Agents Knowledge*
    1
    2
    3
    4
    5


  1. Using the same scale, how would you rate the agent on the following? 1 being not satisfied, 5 being completely satisfied. The agent's desire to assist you*
    1
    2
    3
    4
    5


  1. Using the same scale, how would you rate the agent on the following? 1 being not satisfied, 5 being completely satisfied. The agents empathy*
    1
    2
    3
    4
    5


  1. Using the same scale, how would you rate the agent on the following? 1 being not satisfied, 5 being completely satisfied. The agent clearly communicating any final decisions or next steps*
    1
    2
    3
    4
    5


  1. What could the agent have done to improve the TREATMENT provided to you?


  1. How many times did you call the (INSERT SHORT LOB NAME) about this specific question or concern?*
    1
    2
    3
    4
    5
    6 or more times


  1. To what extent was your question answered or issue resolved?*
    Completely
    Partially
    Not at all
    Waiting on Follow up


  1. Why do you say your issue was not completely resolved?*


  1. Are you expecting the (INSERT SHORT LOB NAME) to take further action to resolve your issue?*
    Yes
    No


  1. Specifically what type of follow-up are you expecting from the (INSERT SHORT LOB NAME)?


  1. Based on your experience with the (INSERT SHORT LOB NAME), how likely are you to recommend (INSERT BRAND) TO A friend or colleague? We'll use a 0-10 scale, where 10 is definitely would recommend and 0 is definitely would not recommend. You may select any number from 0-10.
     
      1 2 3 4 5 6 7 8 9 10  
    1  10


  1. Can you explain the reason for the rating you just gave?


  1. How likely are you to acquire a new Chrysler, Dodge or Jeep vehicle in the future? Please use a 0-10 scale, where 10 is extremely likely and 0 is not at all likely. You may select any number from 0-10.
     
      1 2 3 4 5 6 7 8 9 10  
    1  10


  1. Based on your interaction with our (IF TRAINING MARKET 7 OUTBOUND SAMPLE INSERT: agent) (INBOUND/ALL OTHER LOB INSERT: call center), how confident are you in Chrysler's ability to support you? Please use a 0-10 scale, where 10 is extremely confident and 0 is Not confident at all. You may select any number from 0-10.
     
      1 2 3 4 5 6 7 8 9 10  
    1  10


  1. I am sorry to hear you were not completely satisfied with your experience. Would you like someone from (INSERT WORDING FOR CUSTOMER SAMPLE: (INSERT BRAND)) (INSERT WORDING FOR DEALER SAMPLE AND CANADIAN NEW VEHICLE PROGRAMS: Chrysler) To contact you to address these issues?
    Yes
    No


  1. To help address your needs when (INSERT WORDING FOR CUSTOMER SAMPLE: (INSERT BRAND)) (INSERT WORDING FOR DEALER SAMPLE AND CANADIAN NEW VEHICLE PROGRAMS: Chrysler), what specific issue would you like to discuss?


  1. Just to check should they contact you at this number (INSERT NUMBER)?


  1. Would you prefer to be contacted during the day or in the evening?
    Day (9am- 5pm)
    Evening (5pm-9pm)
    No Preference


  1. Lines of Business (Internal)*
    Customer Assistance US
    Customer Assistance Canada
    Service Contracts - Customer
    Service Contracts - Dealer
    Mopar Expediting
    Mopar Specifying
    Training
    Incentives, Rebates
    Canadian Programs - New vehicle information
    Canadian Programs - Training
    Canadian Programs - Incentives


  1. Customer Call Back Alert (internal)*
    Yes
    No


  1. URGENT Issue Flag (internal)*
    Yes
    No