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pdfCustomer Satisfaction Survey: Vaccine Order Management Contact Center
Form Approved
OMB No: 09201026
Exp. Date: 07/31/2017
Public reporting burden of this collection of information is estimated to average 60 minutes per response, including the
time for reviewing instructions, searching existing data sources, gathering and maintaining the data needed, and
completing and reviewing the collection of information. An agency may not conduct or sponsor, and a person is not
required to respond to a collection of information unless it displays a currently valid OMB control number. Send
comments regarding this burden estimate or any other aspect of this collection of information, including suggestions for
reducing this burden to CDC/ATSDR Reports Clearance Officer; 1600 Clifton Road NE, MS D74, Atlanta, Georgia 30333;
ATTN: PRA (09200735)
CDC’s National Center for Immunization and Respiratory Diseases (NCIRD) has issued this customer satisfaction survey of the Vaccine Order
Management Contact Center (referred to hereafter as the Contact Center) to measure your satisfaction with the service and support provided by the
Contact Center Customer Service Representatives.
We appreciate your feedback and request that each awardee organization submit one response on behalf of all awardee office staff members who
use the Contact Center, based on your communication with the Contact Center over the past year. Your responses will help us better understand
what you need so we can continue to enhance services and support available to you through the Contact Center.
We suggest that you schedule a brief meeting with staff members who use the Contact Center so you can work together to compile answers for
submission. To facilitate a group discussion with all staff members in your office who use the Contact Center, we are including a PDF version of the
data collection instrument for your reference. Once your office has decided the answers to all questions, please complete and submit the survey
online using the Survey Monkey link. We ask that you submit your responses no later than 5 p.m. ET on Friday, September 26, 2014.
If you have any questions about this survey, please contact Julie Orta, Public Health Analyst, at [email protected] or 4046398217.
Thank you for your participation.
1. The responses we have received from the Contact Center in the past year show that the
Customer Service Representatives:
j Clearly understood our needs
k
l
m
n
j Somewhat understood our needs
k
l
m
n
j Did not understand our needs very well
k
l
m
n
j Did not understand our needs at all
k
l
m
n
j N/A
k
l
m
n
2. Please explain your response to the question above.
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Customer Satisfaction Survey: Vaccine Order Management Contact Center
3. Responses from the Contact Center have been thorough and clearly communicated to
us.
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n
j Neither Agree nor Disagree
k
l
m
n
j Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
j N/A
k
l
m
n
4. Please explain your response to the question above.
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6
5. Customer Service Representatives at the Contact Center have provided accurate
information to solve the issue(s) we raise.
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n
j Neither Agree nor Disagree
k
l
m
n
j Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
j N/A
k
l
m
n
6. Please explain your response to the question above.
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6
7. In general, when we have received advice on an issue from the Contact Center, we have
needed to reopen the issue or send followup questions:
j Never
k
l
m
n
j Rarely
k
l
m
n
j Sometimes
k
l
m
n
j Often
k
l
m
n
j Almost always
k
l
m
n
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Customer Satisfaction Survey: Vaccine Order Management Contact Center
8. Please explain your response to the question above.
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9. Customer Service Representatives at the Contact Center have been very
knowledgeable about VTrckS and have been uptodate with current changes to the
VTrckS system.
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n
j Neither Agree nor Disagree
k
l
m
n
j Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
j N/A
k
l
m
n
10. Please explain your response to the question above.
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6
11. Customer Service Representatives have provided us with regular status updates when
we have had lessroutine issues requiring time to get resolved.
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n
j Neither Agree nor Disagree
k
l
m
n
j Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
j N/A
k
l
m
n
12. Please explain your response to the question above.
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Customer Satisfaction Survey: Vaccine Order Management Contact Center
13. Customer Service Representatives have treated us in a professional manner.
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n
j Neither Agree nor Disagree
k
l
m
n
j Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
j N/A
k
l
m
n
14. Please explain your response to the question above.
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15. Customer Service Representatives have responded to our requests for assistance in a
timely manner.
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n
j Neither Agree nor Disagree
k
l
m
n
j Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
j N/A
k
l
m
n
16. Please explain your response to the question above.
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6
17. We have received the same level of service from every Customer Service
Representative.
j Strongly Agree
k
l
m
n
j Agree
k
l
m
n
j Neither Agree nor Disagree
k
l
m
n
j Disagree
k
l
m
n
j Strongly Disagree
k
l
m
n
j N/A
k
l
m
n
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Customer Satisfaction Survey: Vaccine Order Management Contact Center
18. Please explain your response to the question above.
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19. If you have ever participated in Live Meeting session(s) with the Contact Center and
members of the CDC Technical Team, how helpful have those sessions been to help in the
use of the VTrckS system?
j Very Helpful
k
l
m
n
j Helpful
k
l
m
n
j Neither Helpful nor Not Helpful
k
l
m
n
j Not Helpful
k
l
m
n
j Not Helpful at all
k
l
m
n
j N/A
k
l
m
n
20. In general, how do you prefer to communicate with the Contact Center?
j Email
k
l
m
n
j Telephone
k
l
m
n
j Depends on the nature of the inquiry
k
l
m
n
j No preference
k
l
m
n
j N/A
k
l
m
n
21. Please explain why you prefer to reach out to the Contact Center the way you
answered above.
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22. Have you worked with certain Customer Service Representative(s) who you feel is/are
particularly helpful?
j Yes
k
l
m
n
j No
k
l
m
n
j N/A
k
l
m
n
23. If you answered “Yes,” could you please share the Customer Service Representative
(s)’s name(s)?
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Customer Satisfaction Survey: Vaccine Order Management Contact Center
24. In summary, how satisfied have you been with the information provided by Contact
Center Customer Service Representatives when they have answered your questions?
j Very satisfied
k
l
m
n
j More satisfied than dissatisfied
k
l
m
n
j More dissatisfied than satisfied
k
l
m
n
j Very dissatisfied
k
l
m
n
j N/A
k
l
m
n
25. Please explain your response to the question above.
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26. Please share any additional information/comments about your experience with the
Contact Center.
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| File Type | application/pdf |
| File Modified | 2014-08-11 |
| File Created | 2014-08-11 |