Complaint Resolution Follow Up Survey - (6/3/10)


  1. Please choose the rating that best matches your experiences for each. (1 = Strongly Disagree, 2 = Disagree, 3 = Agree, 4 = Strongly Agree)

            1 2 3 4      
      I would recommend the program to others. Strongly Disagree Strongly Agree  
      This training was a worthwhile investment for my job. Strongly Disagree Strongly Agree  
      The program was a good use of my time. Strongly Disagree Strongly Agree  
      The program was relevant to my job's responsibilities. Strongly Disagree Strongly Agree  
      I learned new skills/knowledge from this program. Strongly Disagree Strongly Agree  


  1. How often do you apply the skills and knowledge learned during the Complaint Resolution Training? (1 = Seldom - 2 = Sometimes - 3 = Often)
     
      1 2 3  
    Seldom  Often


  1. Rate your level of improvement in skills and knowledge derived from the program content. Zero percent is no improvement and 100 percent is significant improvement. Check only 1 box for each skill set. (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)

            1 2 3 4 5 6      
      Diffusing Customers 0% 100%  
      Understanding Irate Customers 0% 100%  
      Active Listening 0% 100%  
      Communicating Effectively With Others 0% 100%  


  1. What percentage of your calls require the skills and knowledge presented in the Complaint Resolution Training? (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)
     
      1 2 3 4 5 6  
    0%  100%


  1. Please indicate your level of confidence (%) in the estimate given in response to question number 4. For example: 30 would indicate that I am somewhat (30%) confident that my estimate in question 4 is accurate. 70 would indicate that I am very (70%) confident that my estimate is accurate.


  1. What impact does applying the content of this program have on your job's success? (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)
     
      1 2 3 4 5 6  
    0%  100%


  1. Please indicate your level of confidence (%) in the estimate that you gave in response to question number 6. For example: 50 would indicate that I am 50% confident that my estimate in question 6 is accurate.


  1. Did you encounter any barriers when applying the skills/knowledge you learned in this program?
    Yes
    No


  1. If you answered Yes to question 8, which of the following deterred you from applying the skills/knowledge learned in the program? (Check all that apply)
    No opportunity to apply the skills
    Lack of management support
    Lack of support from colleagues and peers
    Insufficient knowledge and understanding
    Lack of confidence to apply skills/knowledge
    Systems and processes within Vonage will not support the application of skills knowledge
    Other


  1. If you selected “Other” in question 9, please describe here.


  1. How well are you able to apply the skill/knowledge learned from Complaint Resolution Training? (1 = Poor, 2 = Fair, 3 = Moderate, 4 = Good, 5 = Excellent)

     
      1 2 3 4 5  
    Poor  Excellent


  1. Which of the following helped you in applying skills/knowledge learned in the program? (Check all that apply)
    Opportunity to use the skills
    Management/Supervisor support
    Support from colleagues and peers
    Sufficient knowledge and understanding
    Confidence to apply skills/knowledge
    Systems and processes within the organization that will support application of skills/knowledge
    Other


  1. If you selected "Other" please describe here.


  1. To what extent did this program positively influence the following measures? (1 = 0%, 2 = 20%, 3 = 40%, 4 = 60%, 5 = 80%, 6 = 100%)

            1 2 3 4 5 6      
      Dealing with Difficult Customers 0% 100%  
      Efficiency 0% 100%  
      Escalations 0% 100%  
      Customer Satisfaction 0% 100%  


  1. What other measure (if any) was positively influenced by this program?





Training
Vonage University
Holmdel, NJ