Customer Number: * If you are not sure of your customer number then
Customer Name: *
Email Address: *
OFFICE
1. When you call on the phone, how responsive and respectful of your time are we?
A = No wait, prompt service.
B = Some wait, but not much.
C = 2-4 minutes of waiting on the phone.
D = Long holds.
F = Answering machine between the hours of 9am and 5 pm. Difficult to get a hold of us.
2. When you call on the phone, how courteous and helpful are we?
A = Kind and focused on you.
B = Helpful but rushed.
C = Satisfactory but nothing special.
D = Difficult to communicate with, a little rough and abrupt.
F = Unconcerned with your problem or rude.
SALES
3. When a customer care representative or inspector came out to evaluate your home, did the appointment fit your schedule?
A = Worked great, considerate of my time.
B = Pretty good.
C = Satisfactory.
D = Was A little pressed to make it.
F = Pushed me in to the time slot.
4. Were your concerns identified and addressed?
A = Excellent, identifed the problem and answered all of my questions and concerns.
B = Good -- had the good, happy feeling and just waited for service tech to show up and do his thing.
C = Fair.
D = Did not answer all of my concerns.
F = We did not communicate at all.
SERVICE
5. How effective is our treatment?
A = Excellent, no problems. And when a pest problem arises, I call and Grace Services, Inc. fixes it pronto.
B = Good.
C = Satisfactory.
D = Needs improvement: If so, What are you seeing?
F = Failing: Please explain below to help us understand.
6. Do you have an unresolved concern?
A = No problems. Or, I did but Grace Services, Inc. fixed it.
B = Yes, but I have not yet informed Grace Services, Inc. about my concern.
C = Yes, and Grace Services, Inc. is working on my problem to my satisfaction.
D = Yes, and I’ve informed Grace Services, Inc. but the concern is still unresolved.
F = Yes but not going to do anything about it. Just going to live with it.
7. How would you grade our overall company service in the last 4 months?
A = Impressive
B = Good
C = Satisfactory
D = Disappointing
F = Failing
8. If a friend asked you to recommend a pest control company would you recommend Grace Services, Inc.?
Yes
No
9. Is online billing a good option for you?
Yes
No
10. If there was one item that you would like to see us improve upon, what would it be?
