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Phone Calls Survey Results

How would you rate your overall satisfaction of the service you received during your recent phone call?
3% No Answer (66)
1% Very Unsatisfied (29)
1% Unsatisfied (16)
2% Neutral (50)
11% Satisfied (219)
81% Very Satisfied (1649)


Please rate your satisfaction with the benefit counselor you spoke to in each of the following areas.
Professional
1% No Answer (20)
1% Very Unsatisfied (16)
0% Unsatisfied (5)
2% Neutral (31)
11% Satisfied (230)
85% Very Satisfied (1727)
Friendliness
1% No Answer (28)
1% Very Unsatisfied (15)
0% Unsatisfied (7)
2% Neutral (36)
11% Satisfied (218)
85% Very Satisfied (1725)
Understanding of your needs
1% No Answer (28)
1% Very Unsatisfied (18)
1% Unsatisfied (15)
2% Neutral (33)
11% Satisfied (214)
85% Very Satisfied (1721)
Knowledgeable
1% No Answer (28)
1% Very Unsatisfied (15)
1% Unsatisfied (11)
2% Neutral (40)
10% Satisfied (199)
86% Very Satisfied (1736)
Explained information in a manner that was easy to understand
1% No Answer (29)
1% Very Unsatisfied (18)
1% Unsatisfied (14)
2% Neutral (49)
10% Satisfied (197)
85% Very Satisfied (1722)
Answered questions thoroughly
1% No Answer (28)
1% Very Unsatisfied (19)
1% Unsatisfied (16)
2% Neutral (41)
10% Satisfied (204)
85% Very Satisfied (1721)
Provided follow-up information as promised
8% No Answer (163)
1% Very Unsatisfied (20)
1% Unsatisfied (13)
2% Neutral (49)
9% Satisfied (180)
79% Very Satisfied (1604)


How would you rate the menu system you navigated through before you reached somebody who could help you?
5% No Answer (107)
1% Very Unsatisfied (24)
2% Unsatisfied (50)
14% Neutral (277)
31% Satisfied (624)
47% Very Satisfied (947)


How would you rate the amount of time it took to get through to someone who could answer your questions?
4% No Answer (80)
1% Very Unsatisfied (17)
1% Unsatisfied (24)
8% Neutral (160)
26% Satisfied (521)
60% Very Satisfied (1227)


What was the nature of your call?
3% No Answer (70)
35% Retirement process (708)
18% Benefit estimate (371)
12% Bank or address change (235)
7% Beneficiary change (151)
5% Service purchase/transfer (95)
7% Life Insurance (143)
2% Long-term disability (46)
23% Other (468)


When you first called in, did any of the following things happen?
Difficulty finding our phone number
11% No Answer (215)
5% Yes (95)
85% No (1719)
Repeated busy signals
11% No Answer (227)
3% Yes (59)
86% No (1743)
Transferred to voicemail
11% No Answer (233)
6% Yes (117)
83% No (1679)
Returned to receptionist
12% No Answer (253)
4% Yes (82)
83% No (1694)
Transferred more than once
11% No Answer (228)
4% Yes (84)
85% No (1717)
Disconnected without help
12% No Answer (248)
2% Yes (32)
86% No (1749)

Total Count: 2029
Last Modified: 6/13/2008 3:05:56 PM