Call Center Service a
Content
VECO Consumer Satisfaction Survey CALL CENTER SERVICE
Q# Variable # Variable ID Answers
1
location
1 2
cald_3mo
2 3
cald_prv
1 - Yes 2 - No
3 4
change
1 - Yes 2 - No 3 - Not Applicable
3.1 5
compare
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
4 6
kno_cctr
1 - Yes 2 - No
5 7
one_nmbr
1 - Yes 2 - No
6 8
timescol
1 - 1 to 2 times 2 - 3 to 4 times 3 - 5 times or more
1 - Cebu Proper 1 - Yes 2 - Mandaue 2 - No City 3 - Consolacion to Liloan 4 - Talisay City 5 - Minglanilla to San Fernando 6 - Cebu City's Mountain Barangays
Resp No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21
Field Researcher Leader
Area
Page 1 of 41
22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 Page 2 of 41
61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 Page 3 of 41
100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 Page 4 of 41
139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 Page 5 of 41
178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
Page 6 of 41
7 9
rings
1 - 1 to 3 rings 2 - 4 to 6 rings 3 - 7 times or more
8.1 10
info_ctr
1 - Yes 2 - No
8.2 11
greet_ok
1 - Yes 2 - No
8.3 12
idfy_csr
1 - Yes 2 - No
8.4 13
help_csr
1 - Yes 2 - No
9 14
reason
1 - Request 2 - Inquire 3 - Complain 4 - Others
9.1 15
if_oder
10 16
setl_son
1 - Yes 2 - No
10.1a 17
setl_lng
1 - Less than 1 minute 2 - 1 to 2 mints 3 - 3 to 4 mins 4 - 5 to 6 mins 5 - 7 mins or more 6 - Not Applicable
10.1b 18
satsfyd
1 - Yes 2 - No 3 - Not Applicable
10.1b1 19
yno_sats
10.2a 20
try_setl
1 - Yes 2 - No 3 - Not Applicable
Open-ended
Open-ended
Page 7 of 41
Page 8 of 41
Page 9 of 41
Page 10 of 41
Page 11 of 41
Page 12 of 41
10.2b 21
action
1 - Call Back 2 - Transferred Call 3 - Not Applicable
10.2b1 22
calbak_w
10.2c 23
tran_sat
1 - Yes 2 - No 3 - Not Applicable
10.2c1 24
y_notsat
People1.1
People1.2
People1.3
People2.1
People2.2
People2.3
OA Perf1
OA Perf2.1
25
csr_fren
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
26
csr_know
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
27
csr_prof
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
28
trn_fren
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent 6 - Not Applicable
29
trn_know
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent 6 - Not Applicable
30
trn_prof
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent 6 - Not Applicable
31
cctrrate
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
32
com_mcwd
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
Open-ended
Open-ended
Page 13 of 41
Page 14 of 41
Page 15 of 41
Page 16 of 41
Page 17 of 41
Page 18 of 41
OA Perf2.2
OA Perf3
OA Perf4.1
OA Perf4.2
OA Perf4.3
OA Perf4.4
OA Perf5
Gen_Imp1
Gen_Imp2
Gen_Imp3
33
com_cell
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
34
rateveco
1 - Poor 2 - Below Average 3 - Average 4 - Above Average 5 - Excellent
35
vec_mcwd
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
36
vec_pldt
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
37
vec_cabl
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
38
vec_cell
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
39
sugestn
40
impresd
41
turn_off
42
improve
1 - Yes 2 - No
Open-ended
Open-ended
Open-ended
Page 19 of 41
Page 20 of 41
Page 21 of 41
Page 22 of 41
Page 23 of 41
Page 24 of 41
Gen_Imp3.1
Gen_Imp4
Gen_Imp4.1
Gen_Imp5
Resp1
Resp2
43
ways_imp
1 - Yes 2 - No
44
kno_ownr
45
owner
46
sug_impr
47
cust_nam
48
acnt_no
Open-ended
Open-ended
Open-ended
Page 25 of 41
Page 26 of 41
Page 27 of 41
Page 28 of 41
Page 29 of 41
Page 30 of 41
Resp3
Resp4
49
respondent
50
tel_no
Page 31 of 41
Page 32 of 41
Page 33 of 41
Page 34 of 41
Page 35 of 41
Page 36 of 41
Q# Variable #
Variable ID
Q# Variable # Variable ID Answers
1
location
1 2
cald_3mo
2 3
cald_prv
1 - Yes 2 - No
3 4
change
1 - Yes 2 - No 3 - Not Applicable
3.1 5
compare
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
4 6
kno_cctr
1 - Yes 2 - No
5 7
one_nmbr
1 - Yes 2 - No
6 8
timescol
1 - 1 to 2 times 2 - 3 to 4 times 3 - 5 times or more
1 - Cebu Proper 1 - Yes 2 - Mandaue 2 - No City 3 - Consolacion to Liloan 4 - Talisay City 5 - Minglanilla to San Fernando 6 - Cebu City's Mountain Barangays
Resp No. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21
Field Researcher Leader
Area
Page 1 of 41
22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 Page 2 of 41
61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 Page 3 of 41
100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 Page 4 of 41
139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 Page 5 of 41
178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200
Page 6 of 41
7 9
rings
1 - 1 to 3 rings 2 - 4 to 6 rings 3 - 7 times or more
8.1 10
info_ctr
1 - Yes 2 - No
8.2 11
greet_ok
1 - Yes 2 - No
8.3 12
idfy_csr
1 - Yes 2 - No
8.4 13
help_csr
1 - Yes 2 - No
9 14
reason
1 - Request 2 - Inquire 3 - Complain 4 - Others
9.1 15
if_oder
10 16
setl_son
1 - Yes 2 - No
10.1a 17
setl_lng
1 - Less than 1 minute 2 - 1 to 2 mints 3 - 3 to 4 mins 4 - 5 to 6 mins 5 - 7 mins or more 6 - Not Applicable
10.1b 18
satsfyd
1 - Yes 2 - No 3 - Not Applicable
10.1b1 19
yno_sats
10.2a 20
try_setl
1 - Yes 2 - No 3 - Not Applicable
Open-ended
Open-ended
Page 7 of 41
Page 8 of 41
Page 9 of 41
Page 10 of 41
Page 11 of 41
Page 12 of 41
10.2b 21
action
1 - Call Back 2 - Transferred Call 3 - Not Applicable
10.2b1 22
calbak_w
10.2c 23
tran_sat
1 - Yes 2 - No 3 - Not Applicable
10.2c1 24
y_notsat
People1.1
People1.2
People1.3
People2.1
People2.2
People2.3
OA Perf1
OA Perf2.1
25
csr_fren
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
26
csr_know
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
27
csr_prof
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
28
trn_fren
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent 6 - Not Applicable
29
trn_know
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent 6 - Not Applicable
30
trn_prof
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent 6 - Not Applicable
31
cctrrate
1 - Poor 2 - Fair 3 - Average 4 - Good 5 - Excellent
32
com_mcwd
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
Open-ended
Open-ended
Page 13 of 41
Page 14 of 41
Page 15 of 41
Page 16 of 41
Page 17 of 41
Page 18 of 41
OA Perf2.2
OA Perf3
OA Perf4.1
OA Perf4.2
OA Perf4.3
OA Perf4.4
OA Perf5
Gen_Imp1
Gen_Imp2
Gen_Imp3
33
com_cell
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
34
rateveco
1 - Poor 2 - Below Average 3 - Average 4 - Above Average 5 - Excellent
35
vec_mcwd
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
36
vec_pldt
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
37
vec_cabl
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
38
vec_cell
1 - Worse 2 - Same 3 - Better 4 - Much Better 5 - Not Applicable
39
sugestn
40
impresd
41
turn_off
42
improve
1 - Yes 2 - No
Open-ended
Open-ended
Open-ended
Page 19 of 41
Page 20 of 41
Page 21 of 41
Page 22 of 41
Page 23 of 41
Page 24 of 41
Gen_Imp3.1
Gen_Imp4
Gen_Imp4.1
Gen_Imp5
Resp1
Resp2
43
ways_imp
1 - Yes 2 - No
44
kno_ownr
45
owner
46
sug_impr
47
cust_nam
48
acnt_no
Open-ended
Open-ended
Open-ended
Page 25 of 41
Page 26 of 41
Page 27 of 41
Page 28 of 41
Page 29 of 41
Page 30 of 41
Resp3
Resp4
49
respondent
50
tel_no
Page 31 of 41
Page 32 of 41
Page 33 of 41
Page 34 of 41
Page 35 of 41
Page 36 of 41
Q# Variable #
Variable ID
