Effort Survey 103
Name: 


A red asterisk (*) indicates required questions.

  1. Agent Sterling User ID: *


  1. Agent LOB:*
    CSR
    Returns
    Sales
    Canada
    CSA
    ECT
    SMB Voice


  1. ANI:*


  1. We're trying to learn more about how our customers prefer to resolve questions or issues. Before contacting us, did you try to resolve this online?*
    Yes
    No


  1. If Yes, did you go to our website or mobile site?*
    Website
    Mobile
    Both
    N/A


  1. If No, Please tell me more about why you may not have checked online.*
    Just preferred to call
    Unable to find in the past
    Unable to find today
    Chatted first, told to call
    Just preferred to chat


  1. I'm sorry our site didn't resolve your issue. To help us improve, can you share where you navigated and the results? (Where navigated)*


  1. From question # 7 about navigation, whats the result?*
    Technical problem
    Insufficient information
    Navigation failure/couldn't find easily
    Search: no results
    Functionality not available online


  1. HP.com may expand our site to include this functionality. Would you be comfortable doing this online?*
    Yes
    No


  1. For customers who like online service, we do have information about this on our website. Were you aware this functionality was available online?*
    Yes
    No


  1. What department are you trying to reach?


  1. ALL CALLERS: Finally, what number did you call today?*


  1. ALL CALLERS: What options did you select?*


  1. Any other input/feedback the customer may share with you.*


  1. About why the customer chatted or called, what do you think the customer needed/was needing to do





HP HHO Program
Boise, ID