Title Page
Provide Service to Customers that they will Love.
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Outlet Name
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Customer Name
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Conducted on
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Prepared by
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Prepared by
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Location
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Business Type
Try to understand and capture peoples experience and how we may improve. Focus on understanding both painful and delightful experiences. It's important to get to the heart of the matter, what made them feel this way and Why? Capture quotes, actions / behaviors, thoughts and beliefs, feeling and emotions.
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Tell me about the role of equipment in your business?
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Tell me about the last time you had a need to call the Contact Center or log a call online for Equipment Repair?
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What types of equipment do you have?
- Fridges
- Slushy
- Frozen
- Postmix
- Coffee
- Vending
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How would you rate the call or internet logging experience?
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What type of equipment did you place the call for?
- Fridges
- Slushy
- Frozen
- Postmix
- Coffee
- Vending
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How did that make you feel?
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Thinking back to the Equipment Issue you had, how did you feel about the whole experience?
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How did you feel the next step was handled, Eg, Technician arriving and repairing your equipment?
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Do you feel improvements could be made?
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What areas of improvement would you love to see?
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Thinking about other suppliers or trades you've dealt with, tell me about the service level of your suppliers?
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How would you rate them against your experience with CCA?
- You Guys don't even Rate
- Way Better
- A little Better
- About the Same
- Worse
- Much Worse
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Which supplier would you say provides great service?
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Thinking about Great Service, what would you say would be our biggest area that we need to improve in?
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Which suppliers in your experience, provide the worst service, and why?
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I really appreciate your honesty and time today, hopefully this will help us on our journey to provide Equipment Service that You the customer can really Love! any last thoughts or comments?
