Customer Satisfaction Survey Results

July 2009
In July of 2009 Dependable Service Plumbing hired our company, SKIPCORN&ASSOCIATES to conduct a confidential survey of a large sampling of their customers. This survey was intended to give Dependable Service Plumbing a true picture of the level of service they were providing to their customers and help them improve in any areas that needed attention.The following information outlines the results of the survey.

Rate the level of service on a scale of 1-5 with 1 being poor and 5 being excellent.	Rate
1. How do you rate the services offered by Dependable Service Plumbing in meeting your needs in terms of customer satisfaction?	1 2 3 4 5
2. How would you rate your level of satisfaction in each of the following areas?
A. Courtesy and clarity of our call center	1 2 3 4 5
B. Quality of our work	1 2 3 4 5
C. Our Overall Consistency	1 2 3 4 5
3. How would you rate Dependable Service Plumbing in timeliness of Service, and Problem Resolution?	1 2 3 4 5
4. Please rate the professionalism of the staff.	1 2 3 4 5
5. Was the technician easily and clearly identified by his uniform, van lettering and introduction as an employee of Dependable Service Plumbing?	1 2 3 4 5
6. Quality of our technician?
A. Appearance	1 2 3 4 5
B. Courtesy	1 2 3 4 5
C. Cleanliness	1 2 3 4 5
D. Explanation of work done	1 2 3 4 5
7. Based on your experiences with Dependable Service Plumbing, how would you rate their overall performance?	1 2 3 4 5
8. Would you list what you believe to be those things that set Dependable Service Plumbing apart from other plumbing companies?
- The servicemen were very knowledgeable
- Level of service was outstanding
- Promptness of the response
- Quality of the work
- Professional service people
- Cleanliness by the plumber
- The service man explained the work to where I could understand it
- Very prompt, courteous and professional
- The plumber is always on time
- I got to talk to a real person and not a machine
- Service men are well identified
- Reasonable price and very good work
- Always professional
- Called when running late – very impressive
- Very courteous to our renters and solved the problem quickly
- They are easily identified and very professional
9. Do you intend to remain a customer of Dependable Service Plumbing?	Yes No