Ricoh Printing Systems America, Inc

















Case Studies

Customer Services
 
Benchmarking our Technical Support
Customer


Contact Name


Support Issue Number

Equipment Manufacturer & Model

 Date


Fax

email

Serial Number

Our Ricoh Printing Systems America (RPSA) Technical Staff recently assisted your dealership with technical phone support service on the printer model and serial number above per your request.  Please assist us in improving our future service and performance by completing this customer satisfaction survey. Please answer the questions below and return to RPSA at fax number 805-578-4002.  Thank you.
Rating (5=Excellent, 4=Very Good, 3=Good, 2=Fair, 1=Poor)
1. How would you rate the overall quality of the support you received?   5 4 3 2 1
2. Please rate your ability to contact our Tech Support representative on the Dealer Support telephone line. 5 4 3 2 1
3. Courtesy and helpfulness of the representative? 5 4 3 2 1
4. How do you rate the representative's equipment knowledge? 5 4 3 2 1
5. Rate the quality of the recommended resolutions(s) that you received. 5 4 3 2 1
6. Rate the degree to which your problem was resolved. 5 4 3 2 1
7. Time it took to achieve problem resolution. 5 4 3 2 1
8. Rate the overall process involved in resolving your problem. 5 4 3 2 1
9. Rate your satisfaction concerning this particular phone support experience. 5 4 3 2 1


Other Questions to Measure our Performance
A. Would you recommend our Technical Services to a co-worker? Yes | No
B. What single thing could we do to improve your satisfaction with our telephone Technical Support services?
C. We sincerely appreciate any other comments or suggestions you have which will improve your satisfaction with our service.
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