2013 Customer Service Satisfaction Survey - Record Center

Annual Satisfaction Survey

Name (optional): 


  1. Successful File Retrieval Rate %:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Speed of delivery service for normal requests:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Speed of delivery service for stat requests:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Speed of availability of scanned images for normal requests (If applicable):
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Speed of availability of scanned images for stat requests (If applicable):
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Quality of scanned images (If applicable):
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Responsiveness to e-mails:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Responsiveness to phone calls:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Overall Professionalism of staff at record storage center:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Overall Professionalism of staff at facilities during purges and deliveries:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Overall Satisfaction of purge scheduling:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Communication from Record Center staff when files are not located:
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Staff inquiry of files to be returned to Record Center (local deliveries only, N/A for out of town facilities):
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. Overall purge satisfaction (completed on time, correctly performed, etc…):
    (1 = Completely Dissatisfied, 2 = Somewhat Dissatisified, 3 = Neutral, 4 = Somewhat Satisfied, 5 = Completely Satisfied)
    1 2 3 4 5


  1. The representative knowledgeable about my issue:
    (1 = Completely Dissagree, 2 = Somewhat Dissagree, 3 = Neutral, 4 = Somewhat Agree, 5 = Completely Agree)
    1 2 3 4 5


  1. The representative responded to my concerns professionally:(
    1 = Completely Dissagree, 2 = Somewhat Dissagree, 3 = Neutral, 4 = Somewhat Agree, 5 = Completely Agree)
    1 2 3 4 5


  1. The representative was courteous:
    (1 = Completely Dissagree, 2 = Somewhat Dissagree, 3 = Neutral, 4 = Somewhat Agree, 5 = Completely Agree)
    1 2 3 4 5


  1. The representative let me know my issue was resolved:
    (1 = Completely Dissagree, 2 = Somewhat Dissagree, 3 = Neutral, 4 = Somewhat Agree, 5 = Completely Agree)
    1 2 3 4 5


  1. I am familiar with the person who is servicing my facilities record request:
    (1 = Completely Dissagree, 2 = Somewhat Dissagree, 3 = Neutral, 4 = Somewhat Agree, 5 = Completely Agree)
    1 2 3 4 5


  1. My representative reached out to me to follow up on my outstanding requests:
    (1 = Completely Dissagree, 2 = Somewhat Dissagree, 3 = Neutral, 4 = Somewhat Agree, 5 = Completely Agree)
    1 2 3 4 5


  1. Finally, is there anything we can do to provide better, faster or more efficient service?