ED PUB's Customer Satisfaction Survey

ED PUBS
EXTERNAL CUSTOMER SATISFACTION SURVEY
You recently contacted our ED PUB's customer service department and we want to be sure that you're
satisfied with the outcome of your order. Please complete this short survey.
Your feedback will be used to improve our service.
RESPONSE TIME
1	During your most recent order with ED PUB's, how did you place your order?
		Phone
		Email
		Mail
		Fax
2	If your order was made by phone, about how long did you have to wait before
	speaking to a representative?
		My call was answered immediately
		within 3 minutes
		5-10 minutes
		more than 10 minutes
3	The customer service representative handled my call quickly.
		Strongly Agree
		Agree
		Disagree
		Strongly Disagree
4	How would you best describe the ordering process over the phone?
		Quickly processed my order without problems
		Kept me waiting on hold at one period during the call
		The representative had to ask someone for assistance with my order
		Other
KNOWLEDGE OF YOUR SERVICE REPRESENTATIVE
5	The customer service representative was very knowledgeable of the product(s) I needed
		Strongly Agree
		Agree
		Disagree
		Strongly Disagree
6	How did the customer service representative handle any questions or concerns
	regarding your order?
		A good solution was provided
		I was given incorrect information
		The customer service representative did not understand my question
		The customer service representative could not solve my problem
CHARACTERISTICS OF YOUR CUSTOMER SERVICE REPRESENTATIVE
7		How well do each of the following words describe your customer service
		representative?
					Very Well		Well	Not at All
		Patient
		Enthusiastic
		Listened Carefully
		Friendly
		Responsive
		Courteous
8		My overall ordering experience was:
		Excellent
		Good
		Fair
		Poor
Public Burden Statement According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. Public reporting burden for this collection of information is estimated to average 5 minutes per response, including time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and completing and reviewing the collection of information. The obligation to respond to this collection is voluntary. Send comments regarding the burden estimate or any other aspect of this collection of information, including suggestions for reducing this burden, to the U.S. Department of Education, 400 Maryland Ave., SW, Washington, DC 20202-4536 or email ICDocketMgr@ed.gov and reference the OMB Control Number 1800-0011. Note: Please do not return the completed ED PUB’s Customer Satisfaction Survey to this address.