668 2014 Recreation Customer Service Survey

National Recreation Reservation Service

Call Center Questionnaire – IVR administered survey

Recreation.gov

Call Center Satisfaction Survey 2014

Introduction

Hello. Recreation.gov is conducting a short survey about our call center and would like your feedback.

This survey will only take a few minutes. The Office of Management and Budget Control Number 1090-0007, which expires March 31, 2015, authorizes this survey.

SCREENER: DID YOU RECENTLY CONTACT THE RECREATION.GOV CALL CENTER?

1. Yes (Continue to Q1)

2. No (GO TO TERMINATE INTERVIEW)

3. Don’t Know (GO TO TERMINATE INTERVIEW)

Reason for contacting the call center

Q1. What was your reason for contacting the Recreation.gov call center?

1. To make a reservation

2. To change or cancel a reservation

3. To confirm a reservation or ask a question

4. To request a refund or ask about a billing or bank card issue

5. To seek help with the Recreation.gov website

6. Another issue

Q2. Did you accomplish what you wanted?

1. Yes (Skip to Q4)

2. No (Continue to Q3)

Q3. We are sorry you did not accomplish what you wanted. Please listen to the following possible reasons and select the answer that best explains why you did not accomplish what you wanted. Press * to repeat the list.

1. The facility or activity was full, sold out or not available for reservations

2. The call center agent found what I wanted, but said I was calling too far ahead or too late to make a reservation

3. I experienced a bankcard or pricing issue

4. I wanted to change my existing reservation but was unable to do so

5. I needed more information before making a decision

6. I chose to accomplish what I wanted at a later time

7. None of the above

Q4. Did you visit the recreation.gov website before you contacted the call center?

1. Yes

2. No

Call Center

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 Recreation.gov Call Center on the following. Press '*' to repeat this question.

Q5. Convenience of Call Center hours

Q6. Ease of reaching Call Center staff

Q7. Courtesy and professionalism of Call Center staff

Q8. Call Center Communicated in a clear and understandable manner

Q9. Call Center staff knowledge

Q10. Call Center staff resolved your issue in an effective and timely manner

Q11. Call Center staff provided consistent information

Q12. Call Center staff communicated the status of your request

ACSI Benchmark Questions

Q13. Using a scale where “1” means “Very dissatisfied” and “9” means “Very satisfied,” please rate your overall satisfaction with the Recreation.gov Call Center. IVR: Press * to repeat this question.

Q14. Using a scale where “1” means “Falls short of expectations” and “9” means “Exceeds expectations,” please rate the Recreation.gov Call Center. IVR: Press * to repeat this question.

Q15. Now imagine an ideal Call 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.

Q16. (If Q3=7). Earlier you said you were unable to accomplish what you want. Please briefly describe what you wanted to accomplish. Press pound when you are done.

Closing

Thank you for taking the time to provide valuable feedback about Recreation.gov. We will use your feedback to improve our service to you.

TERMINATE INTERVIEW

Those are all of the questions I have today. Thank you.

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