Customer Satisfaction Report

 

Row Instructions

 

Table I

 

Table I is a summary report of the results of the responding carriers’ customer satisfaction surveys consisting of generic categories into which the disaggregated categories used by the carriers may be summarized.  We chose generic categories in order to maintain the integrity of the individual customer satisfaction surveys, designed by each of the carriers, to suit each carrier’s unique circumstances.  Use the rounding conventions specified in the column instructions when entering these data.  Footnotes are mandatory for all “irretrievable” entries.

 

Row 0040 - Installations - In this row enter the number of customers surveyed and the percent dissatisfied with the reporting carrier’s installation services and procedures.

 

Row 0060 - Repairs - In this row enter the number of customers surveyed and the percent dissatisfied with the reporting carrier’s repair services and procedures.

 

Row 0080 - Business Office - In this row enter the number of customers surveyed and the percent dissatisfied with the reporting carrier’s business office services and procedures.

 

Customer Satisfaction Report

 

Column Descriptions

 

Table I

 

Column (ab) - Number of Residential Customers Surveyed - This column represents the number of residential customers surveyed.  Enter in whole numbers.

 

Column (ac) - Percent of Residential Customers Dissatisfied - This column represents the percentage of residential customers surveyed who registered a dissatisfied response.  Enter this amount in percent, rounded to two places.

 

Column (ad) - Small Business Customers Surveyed - This column represents the number of small business customers surveyed.  “Small business customer” is defined by the filing ILEC.  Enter in whole numbers.

 

Column (ae) - Percent of Small Business Customers Dissatisfied - This column represents the percentage of small business customers surveyed who registered a dissatisfied response.  Enter this amount in percent, rounded to two places.

 

Column (af) - Number of Large Business Customers Surveyed - This column represents the number of large business customers surveyed.  “Large business customer” is defined by the filing ILEC.  Enter in whole numbers.

 

Column (ag) - Percent of Large Business Customers Dissatisfied - This column represents the percentage of large business customers surveyed who registered a dissatisfied response.  Enter this amount in percent, rounded to two places.