Course Questionnaire

Please take a moment to share your thoughts on this training programme. Your views are valuable in helping us develop better courses and user experiences in the future.

This questionnaire is completely anonymous, and your answers will not be linked to your training records in any way. We would, however, like to ask some background information about you, to help us better understand the results.

Please do not use this form to ask questions or anything else that requires a response. Contact us instead via our website.

(All questions marked * are required.)

Which of the various subjects covered in this course were the most RELEVANT to you? (Please rate the subject on each row with the option that best describes its relevance.)*

	0 - Not at all relevant	1 - Slightly relevant	2 - Relevant	3 - Extremely relevant
Symptoms of bad service
Attitude versus behaviour
Cost of bad service
W.I.I.F.M
Excellent service behaviour
Excellent service systems/processes
Four types of service
Six Golden Rules
The customer journey
Time/process/behaviour touchpoints

Which of the various subjects covered in this course were the most IMPORTANT in helping you improve your own performance as a service provider? (Please rate the subject on each row with the option that best describes its importance.)*

	0 - Not at all important	1 - Slightly important	2 - Important	3 - Extremely important
Focus on my behaviour
Focus on my systems/processes
Saying things right
Buying time to be with my customers
Maximum times
Applying the Six Golden Rules
Customer journey mapping
Understanding customer expectations

How did you find 'Module 1 - Bad Service' overall (in terms of its timing, quality of content, activities, etc.)?*

0

1

2

3

0 is Very poor, 3 is Very good

Any comments? [MODULE 1]

How did you find 'Module 2 - Excellent Service' overall (in terms of its timing, quality of content, activities, etc.)?*

0

1

2

3

0 is Very poor, 3 is Very good

Any comments? [MODULE 2]

Have you already used the post-course Implementation Guide?

YesNo

How did you find the Implementation Guide?

0

1

2

3

0 is Not at all useful, 3 is Very useful

Any comments? [IMPLEMENTATION GUIDE]

How did you find the course narrator, in terms of helping you reach the course's learning objectives?*

0

1

2

3

0 is Very poor, 3 is Very good

Any comments? [NARRATOR]

How did you find the user interface (look and feel, navigation, playback controls, activities, user dashboard, etc.)?*

0

1

2

3

0 is Very poor, 3 is Very good

Any comments? [INTERFACE]

What additional training do you think customer service professionals (either in general, or you in particular) would benefit from, in their efforts to deliver excellent service? (Please list as many topics or types of training as you can think of.)

Do you have any SUGGESTIONS for how we could further improve this course, or any other feedback you would like to share? All comments will be very much appreciated!

How would you rate this course OVERALL, on a scale from 'very poor' to 'very good'?*

0

1

2

3

0 is Very poor, 3 is Very good

What was the main reason for your overall rating (in the previous question)?

Finally, how likely are you to RECOMMEND this course to other customer service professionals like you?*

0

1

2

3

0 is Not at all likely, 3 is Extremely likely

What was the main reason for your likelihood to recommend (in the previous question?)

Your AGE?*

Your GENDER?*

FemaleMaleTrans, non-binary, fluid, or otherPrefer not to say

Approximately HOW LONG have you worked in a customer service role, in total?*

Less than 1 year1-5 years5-10 years10+ years

Which of these best describes your current POSITION (or most recent one, if not currently working)? (Choose only one.)*

	Operational role	Supervisory role	Outlet/unit management role	Non-outlet (eg. HQ, area, country, etc.) management role	Specialist non-management role
Customer-facing (in constant customer contact)
Non-customer-facing (no, or only occasional, customer contact)

What is your highest level of formal EDUCATION to date?*

No formal educationPrimary educationSecondary education (high school certificate or similar)University studies (up to first degree or similar)Postgraduate or professional studiesPrefer not to say

How would you describe your English-language skills in relation to the requirements of this course?*

0

1

2

3

0 is I found it very DIFFICULT to complete this course in English, 3 is I found it very EASY to complete this course in English

Any comments? [ABOUT YOU]

Using what type of DEVICE did you complete this course? (Select all that apply.)*

Computer — with keyboard (laptop or desktop)Computer — without keyboardMobile device — phone, phablet or smaller tablet (under 9")Mobile device — larger tablet (9" or more)Other

Using what type of INTERNET CONNECTION did you complete this course? (Select all that apply.)*

Mobile internet — 3G or slowerMobile internet — 4G or fasterHome/office internet — slow (dial-up, etc.)Home/office internet — moderate (basic broadband, etc.)Home/office internet — very fast (fiberoptic, etc.)Other

Any comments? [EQUIPMENT]

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