Use this text file to select items you would like to use in your own questionnaires.. Copy & paste each item you select from this file into your own questionnaire form document, then add your own items. Office Facility: Are our current office hours (9AM-5PM) convenient to properly serve you? Did you feel a sense of privacy in our agency? Was our office location convenient and easy to find? Was the agency professional and clean? Was the office parking lot clean and professional? Were you able to find a spot to park without a problem? General Staff: Rate the courtesy of our staff: Did a staff member greet you as you entered the office? Do you always find our staff to be helpful, polite, and courteous? Every time you visit the office, is a staff member there who can help you? How would you grade us in each of the following areas? Overall customer service Was the staff friendly and easy to work with? Was the staff knowledgeable in the areas of billing that I needed help with? Was the staff knowledgeable in the areas of my policy I needed help with? Agent: Did the person you worked with at our agency explain all coverages and the billing and claim process to you? Did the person you worked with at our agency express to you that they care about your concerns? Do you believe that the agent you worked with has given you the proper coverage for your needs? Was the agent available at the time you requested? Was the agent knowledgeable in his/her field of expertise? Was the agent you dealt with helpful and willing to do the best job possible? Was the agent you worked with willing to work with your schedule? Was the person you worked with at our agency courteous, clear and prompt in answering your concerns? Were all your insurance questions answered to your satisfaction by the person you worked with at our agency? Did the agent offer to discuss life insurance with you? Did the person you worked with at our agency discuss other insurance coverage we can provide? Referrals: Would you recommend this agency to your friends and family? If yes, please share your referral's name and address so we can send them information about our company. Would you recommend us to someone you cared about or someone whose respect you value? Would you refer a prospective customer to us? Confidence: Did you feel that brochures or other materials we've shown you explained our insurance products to your satisfaction? Did you feel the agent you worked with explained your policy options well enough? Do you feel that if you had a claim today, it would be paid? Has our staff done a good job explaining your coverages to you? How would you grade us in each of the following areas? How did you find out about our agency? Mail Newspaper Phone Referred by someone Web search Yellow pages ad Ad (newspaper, radio, TV, other) Email from us From the sign on our agency Other ______________ Responsiveness: Are you satisfied with our promptness in the answering phone? Has our staff always been able to answer questions to your satisfaction? Have the changes you've requested been handled well? Have you been satisfied that our staff members display a caring attitude? Have you been satisfied with our handling of a claim? Have you been satisfied with our promptness in resolving any problems? Have you been satisfied with the ability of staff members to answer your questions on the spot? Have you been satisfied with the accuracy of your billings? Have you been satisfied with timely responses to changes you want made? Have your phone calls to us been returned promptly? How would you grade us in each of the following areas? Policy & certificate issuance Promptness of return calls Responsiveness to special needs Speed at which we correct errors Was the person you worked with at our agency courteous, clear and prompt in answering or returning your call? Overall satisfaction: Are you pleased with our service? As a result of your last experience with us, would you make us your first choice for insurance in the future? What is your our overall rating of working with us? Open ended response: Additional Comments If we didn't meet your needs, how can we improve our services or products? If you feel you would like to suggest any way we can improve our service, please use this space: Is there anything we can do that we're not?