Report: SSDI Customer Satisfaction Feedback
Activity
|
|
185
Views
|
161
Responses
|
155
Complete
|
6
Incomplete
|
|
Responses
|
1.
Why did you choose our service over others?
(select all that apply)
|
Quality
|
25.9% |
|
41 |
|
Price
|
14.6% |
|
23 |
|
Expertise
|
39.9% |
|
63 |
|
Customer support
|
24.1% |
|
38 |
|
Could not find another company offering similar services
|
8.9% |
|
14 |
|
All the above
|
29.1% |
|
46 |
|
Other, please specify
|
17.7% |
|
28 |
| Total respondents |
158
|
| Respondents who skipped this question |
1 |
2.
How would you rate our efficiency in handling your initial inquiry?
|
Very fast (5)
|
88.7% |
|
141 |
|
Fast (4)
|
10.1% |
|
16 |
|
Average (3)
|
0.6% |
|
1 |
|
Slow (2)
|
0% |
|
0 |
|
Very slow (1)
|
0% |
|
0 |
|
No initial enquiry (NA)
|
0.6% |
|
1 |
| Total respondents |
159
|
| Respondents who skipped this question |
0 |
3.
How did we handle your technical questions?
|
Every question was answered expertly to my full satisfaction (5)
|
67.9% |
|
108 |
|
The answers were clearly communicated (4)
|
24.5% |
|
39 |
|
I was helped just enough to understand my order (3)
|
1.3% |
|
2 |
|
I was disappointed in the level of technical assistance (2)
|
0% |
|
0 |
|
My technical questions were not answered (1)
|
0% |
|
0 |
|
I did not require technical help (NA)
|
6.3% |
|
10 |
| Total respondents |
159
|
| Respondents who skipped this question |
0 |
4.
How would you rate the speed in which you received your test results?
|
Very fast (5)
|
87.4% |
|
139 |
|
Fast (4)
|
11.9% |
|
19 |
|
Average (3)
|
0.6% |
|
1 |
|
Slow (2)
|
0% |
|
0 |
|
Very slow (1)
|
0% |
|
0 |
| Total respondents |
159
|
| Respondents who skipped this question |
0 |
5.
How would you rate the clarity of the reporting results?
|
Excellent (5)
|
70.4% |
|
112 |
|
Very Clear (4)
|
25.8% |
|
41 |
|
Average (3)
|
3.1% |
|
5 |
|
Difficult to understand (2)
|
0.6% |
|
1 |
|
Terrible (1)
|
0% |
|
0 |
| Total respondents |
159
|
| Respondents who skipped this question |
0 |
6.
How would you rate the usefulness of information on our website?
|
Excellent (5)
|
52.5% |
|
83 |
|
Very informative (4)
|
40.5% |
|
64 |
|
Average (3)
|
5.1% |
|
8 |
|
Too complicated (2)
|
0% |
|
0 |
|
Useless (1)
|
0% |
|
0 |
|
Did not use website (NA)
|
1.9% |
|
3 |
| Total respondents |
158
|
| Respondents who skipped this question |
1 |
7.
How would you compare our service to other services of this nature?
|
Much better (5)
|
28.5% |
|
45 |
|
Somewhat better (4)
|
4.4% |
|
7 |
|
About the same (3)
|
0.6% |
|
1 |
|
Somewhat worse (2)
|
0% |
|
0 |
|
Much worse (1)
|
0% |
|
0 |
|
Don’t have any previous experience with any other company (NA)
|
66.5% |
|
105 |
| Total respondents |
158
|
| Respondents who skipped this question |
1 |
8.
What is your overall satisfaction with our service?
|
Very satisfied (5)
|
81.1% |
|
129 |
|
Satisfied (4)
|
16.4% |
|
26 |
|
Neutral (3)
|
2.5% |
|
4 |
|
Dissatisfied (2)
|
0% |
|
0 |
|
Very dissatisfied (1)
|
0% |
|
0 |
| Total respondents |
159
|
| Respondents who skipped this question |
0 |
9.
Would you recommend our service to a friend or colleague?
|
Definitely (5)
|
84.3% |
|
134 |
|
Probably (4)
|
12.6% |
|
20 |
|
Not sure (3)
|
3.1% |
|
5 |
|
Probably not (2)
|
0% |
|
0 |
|
Definitely not (1)
|
0% |
|
0 |
| Total respondents |
159
|
| Respondents who skipped this question |
0 |
10.
Comments, Questions, Improvements, Complaints?
| Total respondents |
68 |
| Respondents who skipped this question |
91 |
