General Evaluation Template 2 - Free Download
This is a customer evaluation survey of Commerce Benefits Group.
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Customer Evaluation Survey
1. Exceeds Expectations 4. Occasionally Meets Expectations
2. Exceeds In Some Areas 5. Expectations Are Not Being Met
3. Meets Expectations 6. Does Not Apply
1. Is the telephone system user friendly
2. Were your calls to our Customer Service Specialists answered promptly
3. Were the Customer Service Specialists knowledgeable and professional
4. Were the Customer Service Specialists courteous and friendly
5. Did the Customer Service Specialist listen to your concerns and/or understand
your specific service needs
6. Did the Customer Service Specialist treat you in a manner that made you feel
7. Were your questions or issues resolved in one call
8. Did the Customer Service Specialist respond promptly to your e-mail inquiry
9. Did the Customer Service Specialist show a sense of urgency to fulfill
your request promptly
10. How would you compare our customer service with other companies
11. Did you find the on-line Web eXchange system to be user friendly
12. Were the pre-enrollment materials easy to understand
13. Were the post-enrollment materials easy to understand
14. How would you rate the quality and delivery of the ID cards
15. How was the accuracy of the ID cards
16. Please rate the quality and delivery of the Summary Plan Description.
17. Please rate the ease of understanding the Summary Plan Description.
18. If you spoke with an Eligibility Representative, was s/he knowledgeable,
courteous and professional
19. Were your claims processed in a timely manner
20. Were your claims processed accurately
21. Are the Explanation of Benefits clear and understandable
22. If you had additional concerns, were they handled appropriately