Customer Service Satisfaction Survey

INTRODUCTION

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Question 1

Your team :

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Question 2

Have you ever heard about customer relations before to work for Alainn Tours ?

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Question 3

Have you ever experienced customer relations in a previous job or training ?

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Question 4

Do you think that Alainn Tours can improve in terms of customer support management ?

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POWERPOINT PRESENTATION

Team meeting in April : introduction to customer relations

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Question 5

Do you think that the powerpoint presentation was interesting ?

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Question 6

Do you think that the powerpoint presentation was clear and easy to understand ?

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GENERAL QUESTIONS

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Question 7

Do you think that contacting a traveller after his trip is a good way to win his loyalty, encourage repeated business and to make him feel valuable ?

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Question 8

Do you think that the information provided by phone can be complementary to the customer satisfaction survey and can be useful for the agency ?

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Question 9

Do you think general and adjustable templates can be useful to address written responses to the travellers ?

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Question 10

Do you think that the weekly news sent to the whole team contributed to the internal communication and were relevant ?

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COURTESY CALLS : questions for sales agents only
For each question, please explain your answer.

Other employees : please check "non applicable"

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Question 11

How long have you been practising courtesy calls ?

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Question 12

As a sales agent, were you satisfied with the training you received to apply the courtesy calls ?

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Question 13

As a sales agent, did you think that getting a direct feedback by phone about your work and the traveller's trip was instructive and rewarding ?

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Question 14

Do you think you were provided all the tools to succeed in this mission ? (emails, tables, skype, outlook reminders...)

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Question 15

As a sales agent, do you think that the monitoring of this project was satisfying (training, mensual meetings, daily basis reviews...) ?

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Question 16

As a sales agent, did you feel pressured by the diligence required by this new exercice ?

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Question 17

As a sales agent, did you feel supported by Maud in general and were you offered assistance to complete your courtesy calls when you were busy ?

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Question 18

As a sales agent, did you instinctively request assistance when you felt overwhelmed ?

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TO CONCLUDE

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Question 19

Keeping in mind that the process will evolve and be automated as much as possible, would you like it to be inscribed in time and kept for future seasons ? Please explain your answer.

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Question 20

If you had to give a general notation to this experience, what would it be ? Please mention any idea or suggestion of improvement in the comments area below.

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