Escalation Survey – Customer Support MSC

Note: It is imperative that we drive a customer-centric and escalation-friendly culture and the basis of this survey is to find out how we deal with our customers from their standpoint. Please be as open and as honest as possible in answering the questions below. Your answers will be kept absolutely anonymous.


A red asterisk (*) indicates required questions.

  1. How many calls do you escalate to your team lead in a week?*
    More than 15 calls
    About 10 to 15 calls
    About 5 to 9 calls
    About 1 to 4 calls
    Less than one on the average


  1. Select the possible reasons wherein you need to escalate immediately. *
    The customer requested for a supervisor the second time.
    Customer threatened or mentioned that he/she will report this matter to the Ombudsman/TIO/CEO.
    Customer has called 3 or more times regarding the same issue.
    Customer is dissatisfied with the resolution.
    Customer seems to be irate, angry, or unhappy with the resolution.
    There is no known resolution from your end.


  1. Has your supervisor ever refused to accept an escalation from you? *
    Yes
    No


  1. If your answer to number 3 is yes, from the list of escalations, which is most likely to be refused by your supervisor?
    The customer requested for a supervisor the second time.
    Customer threatened or mentioned that he/she will report this matter to the Ombudsman/TIO/CEO.
    Customer has called 3 or more times regarding the same issue.
    Customer is dissatisfied with the resolution.
    Customer seems to be irate, angry, or unhappy with the resolution.
    There is no known resolution from your end.
    Other


  1. If you selected OTHER as your choice or as one of your choices for Question #4, please expound.





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