Customer Experience Survey - (copy)


A red asterisk (*) indicates required questions.

  1. What FSC do you work in?
    Columbus, OH
    Lindon, UT
    Salt Lake City, UT


  1. How well does Verizon's Be The Reason program enable you to provide outstanding customer service? *
    Extremely Well
    Very Well
    Moderately Well
    Slightly Well
    Not at all


  1. Why or why not(based on question 2)?


  1. Describe what providing "outstanding customer service" means to you.


  1. How would you rate your customer service skills?
    Poor
    Fair
    Good
    Outstanding


  1. How often does your management team emphasize outstanding customer service?
    Extremely Often
    Very Often
    Moderately Often
    Slightly Often
    Not at all


  1. How often does your management team recognize agents that provide outstanding customer service?
    Extremely Often
    Very Often
    Moderately Often
    Slightly Often
    Not at all


  1. How often does your supervisor give you coaching and feedback about your observations?
    Quarterly
    Monthly
    Weekly
    Daily
    Never


  1. What type of observation coaching and feedback do you receive?
    I receive feedback on promoter observations only
    I receive feedback on detractor observations only
    I receive feedback on passive observations only
    I receive feedback on promoter, detractor, and passive observations
    I do not receive any feedback


  1. How is the majority of your observation coaching and feedback delivered?
    Deskdrop
    E-mail
    Sametime
    Face to Face
    I do not get observation feedback


  1. Have you had the opportunity to listen to some of your recorded calls during an observation coaching and feedback session?
    Yes
    No
    My center does not record calls


  1. During your coaching and feedback sessions, are you provided with specific action items that you can take to improve customer service and overall job performance?
    Yes
    No
    I do not have coaching and feedback sessions


  1. How relevant is the coaching your supervisor provides as it relates to improving customer service and your overall job performance?
    Extremely relevant
    Very relevant
    Moderately relevant
    Slightly relevant
    Not at all relevant
    I am not coached on my observations


  1. Why or why not is it relevant(in response to question 13)?


  1. Does your supervisor ask for your input during observation coaching and feedback sessions?
    Yes
    No
    I do not receive observation coaching


  1. How well do you and your supervisor collaborate with each other on action items to improve customer service and overall job perfomance skills?
    Extremely well
    Very well
    Moderately well
    Slightly well
    Not at all


  1. What would improve the collaboration process?


  1. When utilizing action items to improve customer service and overall job performance, how often does your supervisor follow-up with you to review your progress?
    Quarterly
    Monthly
    Weekly
    Daily
    Never


  1. Are there any areas where you would like to enhance your customer service skills?


  1. What else should your management team do to help you provide outstanding customer service on every call?





TP Guyana Teleperformance
UT