Ricoh Printing Systems America, Inc
















Case Studies

Customer Services
 

 

ON-SITE SERVICE REPAIR SURVEY

Customer: Date:
ex: MM, DD, YYYY
Contact Name: Fax:
RPSA Work Order No: Email:
Equipment Manufacturer & Model Serial No.:
RPSA recently performed on-site service on the copier/printer model and serial number above per your request. Please assist us in improving our future service delivery and performance by completing this customer satisfaction survey by answering the questions below and submit the form or return it to RPSA at either fax number 805-578-4002. Thank You.

Rating (1=Low, 5=High)
Mark only one score per question

1 2 3 4 5
 
I. PLACING A SERVICE CALL
A. Ease of placing a call to request service
B. Call directed to right place?
II. REMOTE TECHNICIAN SUPPORT
A. Effectiveness with which problem was diagnosed remotely
B. Specialists technical ability to diagnose an resolve problem
C. Technician exhibited professional and courteous manner
III. ON-SITE SERVICE
A. Responsiveness to call (time from call to arrival of service rep)
B. Meeting promised expected time of arrival (ETA)
C. Ability to resolve problem on first visit
D. Availability of parts when needed
IV. FIELD SERVICE REPRESENTATIVE
A. Ability to accurately diagnose problem and resolve problem
B. Appearance, manner and professional courtesy
C. Communication timely and met needs
V. CUSTOMER RELATIONS AND ADMINISTRATION
A. Problems can be escalated when necessary
B. Accurate records about equipment and service contracts
C. Billing invoices are timely, accurate and easy to reconcile
VI. GENERAL
A. RPSA overall service performance on this service call
B. Would you recommend our service to others?

  Thank You
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