Do You Voice Your Opinion?

Page One

There was an error on your page. Please correct any required fields and submit again. Go to the first error

Any information you share will be kept strictly confidential, and we hope you can open yourself up to explain more about how you handle things when you have a complaint.

We understand some questions may be uncomfortable, but we want you to know that we are not here to judge, we are only here to better understand how customers think and feel in relation to customer service.

1. When you have a complaint about a store/restaurant/company etc., how do you prefer to deliver it: *This question is required.

I verbally voice my complaint on the spot
I call them when I get home
I wait and write them a letter
I send them an e-mail
I keep my complaint to myself and do nothing

When you voice your complaint on the spot, who do you voice it to? *This question is required.

First Level Employee (waiter/cashier/receptionist/sales person etc.)
Manager
Both, because first I deal with a first level employee who can’t handle the complaint, then I ask for a manager, or they recommend one

Why don’t you voice your complaint on the spot?

Why do you prefer to wait and call them when you get home? (please be as open as you can be)

Why do you prefer to send them an e-mail?

Why do you prefer to wait and write them a letter?

What sized companies do you prefer dealing with? *This question is required.

I prefer dealing with larger corporations
I prefer dealing with small companies
Either, it doesn’t matter to me one way or another

If you don’t mind dealing with small companies, how do you find they generally handle complaints?

If you call the head office of a large company, does your complaint usually get resolved by the first customer service rep (CSR)? *This question is required.

When calling the head office of a large company, how far up the ladder do you usually have to go? *This question is required.

To the manager of the CSR
To the manager of the manager of the CSR
To the office of the president or the escalations department
Other Please enter an ‘other’ value for this selection.

How many times in the last year have you felt like even after you got to the top of the company, no one helped to resolve your problem and made you feel like you mattered? *This question is required.

Once
Twice
3-5 times
6-10 times
11+

Do you ever give up trying to get a particular problem or complaint resolved? *This question is required.

Usually how far up do you go before you give up? *This question is required.

To the manager of CSR
To the manager of the manager of the CSR
Even all the way up to the office of the president or the escalations department
Other Please enter an ‘other’ value for this selection.

Do You Voice Your Opinion?

Leave a Comment