Care Team Service Survey (Completed by SCRs)
Name (optional): 


  1. What type of calls do you typically transfer to ACT?
    Hourly
    Salary / Driver
    HRM


  1. How often do you reach out to the ACT extension?
    Hourly
    Daily
    Weekly


  1. Are you comfortable reaching out to ACT?
    Yes
    No
    Hesitant


  1. Please rank your common reasons for using ACT. (One is the Highest transfer reason)

          1 2 3 4 5 6 7    
      Unsure what or how to advise the caller   
      Unique fax requests   
      Next steps are unknown   
      Claim error recognized   
      Clarifying claim information   
      An issue with receipt of paid benefits   
      Leave entitlement   


  1. Other than the list of reasons identified in question 4, what other reason do you typically use ACT?


  1. Please rate the following

            1 2 3 4      
      I was greeted warmly Excellent  Poor  
      I was directed to set a diary Excellent  Poor  
      The concerns of the assoicate were resolved Excellent  Poor  
      Issues with receipt of pay was addressed Excellent  Poor  
      ACT Examiner was knowledgable Excellent  Poor  
      ACT Examiner took ownership of the call when needed Excellent  Poor  


  1. Is there someone from the ACT team you would like to recognize for great customer service skills?


  1. What additional feedback do you have regarding your experience with ACT?





Darlene Bailey