1

In thinking about your most recent experience with (Company Name), was the quality of customer service you received:

2

If your answer to Question 1 was unsatisfactory, would you please take a few minutes to describe what happened?

3

If your answer to Question 1 was excellent, would you please take a few minutes to describe what it was about the service experience which stands out as being excellent?

4

Now please think about the features and benefits of (Company Product) itself. Would you say the value re-provided by (Company product) is :

5

If your answer to Question 4 was, unsatisfactory, would you please take a few minutes to describe what happened?

6

If your answer to Question 4 was, excellent, would you please take a few minutes to describe what it was about the process of getting your question resolved that stands out as being excellent?

7

Was the process for getting your question resolved:

8

If your answer to Question 7 was unsatisfactory, would you please take a few minutes to describe your reasons why?

9

If your answer to Question 7 was excellent, would you please take a few minutes to describe what it was about the service experience that stands out as being excellent?