Road Runner Technical Support Chat Survey

Technical Support Chat Survey

Thank you for using Road Runner's Technical Support Chat Service. The brief survey below will help us better understand how well we're meeting your expectations and what we could do improve our performance.

1. I found out about Technical Support Chat by...

finding it on the Online Help Desk (http://help.rr.com).

hearing about it from a family member, friend, or neighbor.

hearing about it from a Technical Support representative.

hearing about it from the technician who installed my service.

some other means.

2. I found the process of establishing contact with Technical Support Chat...

quick and simple.

quick but not simple.

not quick but simple.

not quick and not simple.

3. I found that using Technical Support Chat was...

simple and provided the answer/solution I needed.

simple but did not provide the answer/solution I needed.

difficult but provided the answer/solution I needed.

difficult and did not provide the answer/solution I needed.

4. In general, the responses I received from Tech Support...

Check all that apply!

addressed my question(s).

were concise.

were accurate.

were timely (provided within a reasonable amount of time).

were professional.

5. My issue/question...

was resolved during the chat session.

was resolved later using information from the chat session.

required more than one chat session.

required a telephone call to Tech Support.

required a telephone call to general customer service.

other.

6. If my issue is not resolved with the first chat session I will...

Check all that apply!

try a second chat session.

try e-mail support.

seek online help from Road Runner (http://help.rr.com).

seek online help elsewhere.

call Road Runner Tech Support.

contact a friend.

7. I prefer to resolve my Technical Support questions...

online (http:/help.rr.com).

using e-mail.

using chat.

using the telephone.

8. The "session summary" (transcript) I received at the end of the chat session...

was helpful in resolving my issue/question.

I saved in case I need it again in the future.

was not necessary.

I don't recall receiving a session summary.

9. Based on my experience with Road Runner Technical Support Chat, I will...

definitely use Technical Support Chat again.

probably use Technical Support Chat again.

consider using Technical Support Chat again.

not use Technical Support Chat again.

10. I view Technical Support Chat service as...

a valuable service from Road Runner.

a nice additional service from Road Runner.

a service with no added value for me.

11. I would like to see the following improvements to Technical Support Chat...

Check all that apply!

make it easier to open a chat session.

make group chat sessions available for customers to help each other.

make voice chat a support option.

Additional Comments

NOTE: Please use this box for feedback, not questions, regarding Road Runner Technical Support Chat.

If you have technical questions, visit the Online Help Desk at help.rr.com . Thank you for your feedback!