DEEOIC Phone Survey Redesign 2-2-2022

DEEOIC Script/Prompt Language – January 2022 

 

Prior to connecting to a Resource Center Employee:  

 

Your feedback is important to us. Please press 1 to complete a customer experience survey following this call. 

  

Survey Introduction:  

 

“Thank you for agreeing to take our survey! Most questions are based on a 1-5 scale. 1 is strongly agree, 2 is agree, 3 is neutral, 4 is disagree, 5 is strongly disagree. Please do not respond on the basis of your satisfaction with the outcome of a claim, but rather the customer service you received today. The OMB control number for this collection is 1218-0276 and expires on June 30, 2024. According to the Paperwork Reduction Act of 1995, no person is required to respond to a collection of information unless such collection displays a valid OMB control number. Collection of this information is authorized by OMB. The obligation to respond to this collection is voluntary. We estimate it takes about 4 minutes to complete. 

  

 Energy Program  

 

1. If your call was regarding medical billing or benefits, press 1. For all other, press 2. 
 

·        Medical billing or benefits (1) 

 

·       All other (2)  

 

 

2. I am satisfied with the service I received from DEEOIC.  

 

·        Strongly agree (1)  

 

·        Agree (2)  

 

·        Neutral (3)  

 

·        Disagree (4)  

 

·        Strongly disagree (5)  

 

3.   This interaction increased my trust in DEEOIC.  

 

·       Strongly agree (1)  

 

·        Agree (2)  

 

·        Neutral (3)  

 

·        Disagree (4)  

 

·        Strongly disagree (5)  

 

4.    My need was addressed.  

 

·        Strongly agree (1)  

 

·        Agree (2)  

 

·        Neutral (3)  

 

·        Disagree (4)  

 

·        Strongly disagree (5)  

 

5.    It was easy to get my questions answered or my needs met.  

 

·        Strongly agree (1)  

 

·        Agree (2)  

 

·        Neutral (3)  

 

·        Disagree (4)  

 

·        Strongly disagree (5)  

  

6.    This call took a reasonable amount of time to complete.  

 

·        Strongly agree (1)  

 

·        Agree (2)  

 

·        Neutral (3)  

 

·        Disagree (4)  

 

·        Strongly disagree (5)  

 

7.    I was treated fairly.  

 

·        Strongly agree (1)  

 

·        Agree (2)  

 

·        Neutral (3)  

 

·        Disagree (4)  

 

·        Strongly disagree (5)  

 

8.   The representative was committed to solving my problem.  

 

·        Strongly agree (1)  

 

·        Agree (2)  

 

·        Neutral (3)  

 

·        Disagree (4)  

 

·        Strongly disagree (5)