| Intro | 1 | 2 | 3 | 4 | 5 | 6 |
|---|---|---|---|---|---|---|
| Overall how satisfied are you with your dealings with Opal? (Add comment) | ||||||
| Overall how satisfied are you with your dealings with the TSC? | ||||||
| Overall how satisfied are you with the support provided by Opal? | ||||||
| General | Yes | No | ||||
| Did the agent who took your call provide their name? | ||||||
| Were there any commitments made and what were they? | ||||||
| Did they get back to you within the committed time? | ||||||
| If the agent needed to call you back did they provide a time? | ||||||
| Did they call at the time given? | ||||||
| Technical | Yes | No | ||||
| Was your issue resolved with the first call to Technical Support? | ||||||
| Is this call a repeat fault? | ||||||
| 1 | 2 | 3 | 4 | 5 | 6 | |
| How satisfied are you with the technical understanding/knowledge of technical support? | ||||||
| How satisfied are you with the solution provided to your call? | ||||||
| Yes | No | |||||
| Were you passed on to other levels of support? | ||||||
| 1 | 2 | 3 | 4 | 5 | 6 | |
| How satisfied are you with the service provided at these levels? | ||||||
| When passed on who provided you with updates | ||||||
| 1 | 2 | 3 | 4 | 5 | 6 | |
| Do you know which second level team dealt with this request? | ||||||
| Closure | 1 | 2 | 3 | 4 | 5 | 6 |
| Considering the nature of the assistance provided, how satisfied are you with the time to resolve the issue? | ||||||
| How satisfied are you with the responsiveness the agent provided to your issue? | ||||||
How could our support centre in this instance have served you better? |
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