Sample Customer Satisfaction Survey Results Q1 2017

Opening & Agenda Why we’re here What we’ll cover

Opening & Agenda Why we’re here Review customer satisfaction survey results from Q1 What we’ll cover Trends in our customer satisfaction data Issues affecting our score Suggested improvements Q&A

Customer Satisfaction Data Previous quarters Current quarter

Customer Satisfaction Data Score is based on approximately 3,000 customer respondents each quarter

Highlighted Questions & Comments Choose questions and comments that clearly demonstrate customer frustration with wait times

Highlighted Questions & Comments “I’ve never been on hold so long in my life!” “Do they only have 1 rep working the phones??” “Based on my recent experience waiting 27 minutes, I’m seriously considering switching to a competitor.” “Phone menu options very complicated and difficult to navigate.” “Unacceptable wait times.”

Problem - Current Phone System Age of system Capacity Average wait time

Problem - Current Phone System Age of System: Last upgraded 12 years ago Capacity: Up to 25 customers at a time Need ability to handle double that due to recent product launches Average Wait Time: 20+ minutes Industry standard is 5 minutes or less

Proposal What I want us to do, how much it will cost, what rollout will look like, any down time, other issues to consider

Proposal Invest in CallDoc support center phone system $7,000 investment 2-days of downtime, can be installed over a weekend to reduce customer impact Plan includes triple the capacity we currently have, gives us room as we continue to grow our product line

Q&A Time for questions and discussion

Q & A