PCE Survey Audit (CRT ECT only)

for Voice and ECT LOB


A red asterisk (*) indicates required questions.

  1. LOB*
    Chat
    Email


  1. Team Lead*
    Mangubat-Gerolaga, Vanessa
    Cui, Martem
    Olan-olan, Janice
    Toledo, Jan Elliot Christopher
    Bacol, Christine
    Salvacion, Analee
    Training


  1. Agent Name
    (First Name, Last Name)*


  1. Survey Type*
    Customer Service
    Pre-Sales/Sales


  1. Customer Experience ID*


  1. Q1 Survey Result*
    Promoter (8-9)
    Passive (6-7)
    Detractor (0-5)


  1. Main Reason for Call*
    Check on an order that I previously placed
    Return a product that I have received
    Get technical support
    Request cancellation of an order
    Inquire about the website
    Sales Call
    Product Inquiry
    Price/Charges Inquiry
    Supervisor
    Delivery
    Follow-up on Lost/Stolen/Damaged
    Payment Query / Decline
    Compliment or Complaint
    Other Support
    Request change of an order


  1. Main Reason Drill Down*
    I needed to confirm the status of my order
    I needed to confirm the status of my order I found the same product for less somewhere else
    I received an email from HP about my credit card or PayPal account
    I received an email from HP requesting that I call about a shipping issue
    My order was not received when promised
    A promised call from Technical Support had not been received
    I had a communication issue with the Tech Support agent
    I had a difficult time finding someone to help me with my issue and called this center for help
    The solution given to me by Tech Support did not solve my problem
    I received an error message
    I was unable to find the right product on the website
    I was unable to login
    I changed my mind about buying the product
    I found the same product for less somewhere else
    The product did not meet my computing needs
    The product did not work as I expected
    The product was lost/damaged during shipping
    Sales Call
    The product is misconfigured/missing parts/product key
    I was over/incorrectly charged for the product/tax/shipping
    The discount/promo item is not added in the order


  1. Product*
    Supplies (Ink and Toner)
    Notebook
    Desktop
    Printer
    Accessories (including scanners, handhelds, Palm phones, and calculators)
    HP PC Setup and Installation - Advanced
    ESP
    TV
    Software
    Server


  1. VOC Category*
    Agent
    Policy/Process
    Product
    Promotion
    Website
    Competition


  1. VOC Sub Category*
    Performance
    Features
    Design
    Size
    Availability
    Format
    Order Processing
    Account Setup
    Complaint-service (CEBU)
    Complaint-service (BOISE)
    Complaint-service (TECH SUPPORT)
    Complaint-service (other HP dept)
    Returns
    Cancel/Change
    Delivery/Shipping
    Email Non-receipt
    IVR
    Parts Repl or Shipping Esc or CMR
    Payment/Decline
    Price Match/Protection/Price
    Technical Support
    Parts
    SMB
    Other Retail
    Office Depot
    Office Max
    Staples
    CompUSA
    Circuit City
    Best Buy
    WalMart
    Tech Depot
    Amazon
    Coupon
    Pricing Tier discount
    Promo item


  1. Reason for Customer Dissatisfaction


  1. Comments about the agent


  1. Agent Gap/Opportunity*
    Product Knowledge
    Process Knowledge
    HHO web familiarity
    Promotions Knowledge
    Tools Utilization
    Communications - conversation flow
    Communications - tone
    Communications - comprehension


  1. WE*





HP HHO Program
Boise, ID