Online Canadian Pharmacy Customer satisfraction Survey

Customer Satisfaction Survey

Please help us serve you and others better by completing our Web Site Customer Satisfaction Survey. We are committed to providing you with exceptional service and your opinions are important to us. Your participation is completely voluntary and will help us determine what we can do to serve you better. The information you provide will be used only by ABC Online Pharmacy employees, strictly for the purposes mentioned above.

1. How did you hear about ABC Online Pharmacy?

Friend or colleague (word of mouth)
Search Engine (Yahoo, AOL, Google, Lycos, etc)
Link from another site
Magazine/Newspaper
Television or radio
Other:

2) For which of the following reasons have you visited the ABC Online website? (Check all that apply)

Looking for Product Information
Placing an Order
Price Comparisons
Company Information
Company Contact
Other:

3) How often do you visit our website?

This is my first visit
Daily
Weekly
Monthly
Occasionally

4) Please rate the overall content of our website.

Excellent
Good
Average
Poor
Very Poor

5) Please rate the ease of navigation of our website.

Excellent
Good
Average
Poor
Very Poor

6) Did you find the information you were looking for on our website?

Yes
No

7) What information were you not able to find on our website?

PLEASE TELL US HOW MUCH YOU AGREE OR DISAGREE WITH THE FOLLOWING STATEMENTS:

8) It was easy to find what I was looking for.

Strongly Disagree
Disagree
Undecided
Agree
Strongly Agree

9) The information on the website is clearly written and easy to understand.
Strongly Disagree
Disagree
Undecided
Agree
Strongly Agree

10) The layout of the website is well-organized and clear.

Strongly Disagree
Disagree
Undecided
Agree
Strongly Agree

11) Overall, how does our website compare to similar websites you have visited?
Excellent
Very Good
Good
Poor
Very Poor
Don't Know

12) Please tell us of any suggestions you have for improving our website.

CUSTOMER SERVICE

13) How many times have you contacted a Customer Service Representative @ ABC Online Pharmacy?

1
2
3
More than 3 times

14) What method did you use to contact customer service?

Telephone
Live Chat
E-mail
Fax
Other:

15) Have you ever received a busy signal when phoning ABC Online Pharmacy?

Yes
No

16) If you left a message for a customer service representative, how quickly did a CSR contact you?

Within 24 hours
Over 24 hours later

PLEASE INDICATE HOW MUCH YOU AGREE OR DISAGREE WITH THE FOLLOWING STATEMENTS:

17) The customer service representative was knowledgeable and easy to understand.

Strongly Disagree
Disagree
Undecided
Agree
Strongly Agree

18) The customer service representative was able to handle my problem quickly and to my satisfaction.

Strongly Disagree
Disagree
Undecided
Agree
Strongly Agree

19) Overall, how satisfied were you with your contact with customer service?

Very Dissatisfied
Dissatisfied
Neither Dissatisfied or Satisfied
Satisfied
Very Satisfied

20) The customer service representative was courteous and professional.

Strongly Disagree
Disagree
Undecided
Agree
Strongly Agree

21) Please elaborate on question 20:

22) Have ever placed an order with us?

Yes
No.

23) How long did it take for you to receive your order after it had been placed?

3-5 days
5-8 days
8-11 days
More than 11 days

24) How would you rate the condition of your package when you received it?

Excellent
Good
Fair
Poor

25) Have you ever made a complaint?

Yes
No

26) Was your problem or concern resolved to your satisfaction?

Yes
No

27) Overall, how satisfied are you with the service you have received from ABC Online Pharmacy?

Very Dissatisfied
Dissatisfied
Neither Dissatisfied or Satisfied
Satisfied
Very Satisfied

28) Would you recommend us to your friends and family?

Yes
No

29) Please select the age group which pertains to you:

Under 20
20-30
30-45
45-65
Over 65

Thank-you for your time. If you would like to comment on something that was not addressed in this survey, please email or call us at any time.