Form CFI 150 CFI 150 USDA NRRS Customer Supoprt

National Recreation Reservation Service Final

Call Center Questionnaire

National Recreation Reservation Service

Customer Satisfaction Survey 2007

Introduction

The National Recreation Reservation Service or NRRS would like to hear your feedback about the Customer Support it provides you. This survey will only take a few moments of your time and is authorized under Office of Management and Budget Control Number 1505-0191.

Reason for contacting customer service

Q1. Apart from making an on-line reservation or speaking to a reservation agent, our records indicate you contacted NRRS customer service either by calling 1-888-448-1474 or through our help page on recreation.gov. What was your reason for contacting customer service?

1. To request a refund

2. To change a reservation

3. To or ask a question

4. To ask about a billing or bank card issue

5. To document a complaint

6. About another issue

7. Did not contact NRRS Customer Service after making reservation

Customer service

Please answer the following questions that ask about your experience with NRRS customer service.

IVR: Using the numbers on your telephone keypad for a scale from “1” to “9”, where “1” means “poor” and “9” means “excellent” please rate the Customer Service department on the following. Press * to repeat this question.

E-mail: Please rate the following items on a scale from “1” to “9”, where “1” means “poor” and “9” means “excellent”

Q2. Convenience of customer service hours

Q3. Ease of reaching customer service staff

Q4. Courtesy and professionalism of customer service staff

Q5. Communicating in a clear and understandable manner

Q6. Knowledge of customer service staff

Q7. Resolving your issue in an effective and timely manner

Q8. Consistency of information provided

Q9. Communicating status of your request

ACSI Benchmark Questions

Q10. Using a scale where “1” means “Very dissatisfied” and “9” means “Very satisfied,” please rate your overall satisfaction with NRRS Customer Service. IVR: Press * to repeat this question.

Q11. Using a scale where “1” means “Falls short of expectations” and “9” means “Exceeds expectations,” please rate NRRS Customer Service. IVR: Press * to repeat this question.

Q12. Now imagine an ideal Customer Service Center. How well did your experience compare with that ideal? “1” means “Not very close to the ideal,” and “9”, means “Very close to the ideal.” IVR: Press * to repeat this question.

Closing

Thank you for taking the time to participate in this survey. NRRS values your feedback and will use it to improve its service to its customers.

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