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GUIDESTAR RESEARCH WHITE PAPER
GUIDESTAR RESEARCH -
WHITE PAPER - DECEMBER 2005 3
Please rate ABC's customer service overall.
Please rate ABC's customer support overall.
Please rate ABC's technical product training courses overall.
Please rate ABC's documentation overall.
Overall, how satisfied are you with ABC's customer service?
Overall, how satisfied are you with ABC's customer support?
Overall, how satisfied are you with ABC's customer technical product training courses?
Overall, how satisfied are you with ABC's documentation?
In addition, reference and retention questions may be added.
Examples
How likely would you be to recommend ABC's customer service to a friend (or colleague)?
How likely would you be to buy or use ABC's customer service again?
Open-end questions in section 1 allow respondents to elaborate on their overall ratings.
Comment Question Examples
What did you like (like best) about ABC's customer service (support, technical product training
courses, documentation)?
What did you dislike (dislike most) about ABC's customer service (support, technical product
training courses, documentation)?
How could ABC improve their customer service (support, technical product training courses,
documentation)?