Direct Express® Cardholder Satisfaction with Customer Service Representative via IVR Survey
Script and Questions
OMB Control Number: 1530-0023
At the beginning or end of the call with a customer service representative, the cardholder will be asked if they would like to participate in a short survey. If the cardholder agrees, they will be automatically routed to the IVR with the scale and questions below.
(IVR Prompt) Using a one to seven scale with one being completely unsatisfied and seven being completely satisfied, please rate your level of satisfaction working with the Customer Service Representative in the following areas:
Your overall satisfaction with the Customer Service Representative’s understanding of your question or issue?
Your overall satisfaction with the Customer Service Representative’s ability to answer your questions or resolve your issue?
Your overall satisfaction of the Customer Service Representative’s product or feature knowledge?
Your overall satisfaction with the Customer Service Representative’s level of professionalism with his/her response or interaction?
| File Type | application/vnd.openxmlformats-officedocument.wordprocessingml.document |
| Author | Edita W. Rickard |
| File Modified | 0000-00-00 |
| File Created | 2021-01-15 |