Please Press 1 Survey

1. Hello

Thank you for agreeing to complete our short survey. The survey consists of 23 short questions, and should only take approximately 5 minutes of your time.

Your responses will be used in our market research programme, which aims to gather public opinion on the initial experiences of calling a customer service / contact centre of major companies or organisations.

All of your answers and personal information are confidential, and we won't pass them on to any other parties, we promise.

You have the right to withdraw from this survey at any time.

To start with, there are just a few questions about yourself, so we can get to know you better..

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* 1. What is your gender?

Female

Male

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* 2. Which category below includes your age?

17 or younger

18-20

21-29

30-39

40-49

50-59

60 or older

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* 3. In which country do you live?

England

Northern Ireland

Republic of Ireland

Scotland

Wales

USA

Canada

Australia

New Zealand

Other

If you selected Other (please specify)

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* 4. How did you hear about this survey?

Please Press 1 Website

Another Website

Facebook

Other

If other or another website, please specify

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* 5. Would you please provide us with your email address, so that we can contact you if we have any follow up questions and also send information that we feel may be of interest to you?

Thanks for that. Now we'll get started. The following questions are based on your previous experiences when calling the contact centre / customer service department of major companies or organisations.

Question Title

* 6. On average, how many times a month do you call a Customer Service Centre?

Never, I prefer other methods

Approx. Once a month

Two or three times a month

Four or more times a month

Never, I prefer other methods

Approx. Once a month

Two or three times a month

Four or more times a month

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* 7. When you make calls to a Customer Service Centre, how frequently do you make these calls on a mobile phone?

Never

Rarely

Sometimes

Often

Always

Never

Rarely

Sometimes

Often

Always

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* 8. Based on your previous experiences, before making a call to a Customer Service Centre, how would you rate your feelings and expectations?

1-Negative

3-Neutral

5-Positive

1-Negative

3-Neutral

5-Positive

Many call centres use Automated Phone Menus (APM's) that will request you to "Please Press 1 for X, Please Press 2 for Y" in order to help them filter and direct your calls. The following questions are based on how you feel about APM's.

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* 9. What are your general feelings of the APM's (see definition above) commonly used by such centres?

1- Strongly Dislike

2- Dislike

3- Neither Like nor Dislike

4- Like

5- Strongly Like

1- Strongly Dislike

2- Dislike

3- Neither Like nor Dislike

4- Like

5- Strongly Like

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* 10. From your personal experience,please rank your level of agreement with the following POSITIVE statements about APM's.

	1- Strongly Disagree	2- Disagree	3- Neutral Feelings	4- Agree	5- Strongly Agree
They are simple to use	They are simple to use 1- Strongly Disagree	They are simple to use 2- Disagree	They are simple to use 3- Neutral Feelings	They are simple to use 4- Agree	They are simple to use 5- Strongly Agree
They are easy to navigate	They are easy to navigate 1- Strongly Disagree	They are easy to navigate 2- Disagree	They are easy to navigate 3- Neutral Feelings	They are easy to navigate 4- Agree	They are easy to navigate 5- Strongly Agree
They are efficient in getting my call to the right department	They are efficient in getting my call to the right department 1- Strongly Disagree	They are efficient in getting my call to the right department 2- Disagree	They are efficient in getting my call to the right department 3- Neutral Feelings	They are efficient in getting my call to the right department 4- Agree	They are efficient in getting my call to the right department 5- Strongly Agree
They provide clear instructions to take me through the process	They provide clear instructions to take me through the process 1- Strongly Disagree	They provide clear instructions to take me through the process 2- Disagree	They provide clear instructions to take me through the process 3- Neutral Feelings	They provide clear instructions to take me through the process 4- Agree	They provide clear instructions to take me through the process 5- Strongly Agree
I like using them for simple tasks like checking my bank balance	I like using them for simple tasks like checking my bank balance 1- Strongly Disagree	I like using them for simple tasks like checking my bank balance 2- Disagree	I like using them for simple tasks like checking my bank balance 3- Neutral Feelings	I like using them for simple tasks like checking my bank balance 4- Agree	I like using them for simple tasks like checking my bank balance 5- Strongly Agree

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* 11. From your personal experience,please rank your level of agreement with the following NEGATIVE statements about APM's.

	1- Strongly Disagree	2- Disagree	3- Neutral Feelings	4- Agree	5- Strongly Agree
It takes too long to get through the menus	It takes too long to get through the menus 1- Strongly Disagree	It takes too long to get through the menus 2- Disagree	It takes too long to get through the menus 3- Neutral Feelings	It takes too long to get through the menus 4- Agree	It takes too long to get through the menus 5- Strongly Agree
There are often too many options per menu	There are often too many options per menu 1- Strongly Disagree	There are often too many options per menu 2- Disagree	There are often too many options per menu 3- Neutral Feelings	There are often too many options per menu 4- Agree	There are often too many options per menu 5- Strongly Agree
The options can be confusing and sometimes I pick the wrong one	The options can be confusing and sometimes I pick the wrong one 1- Strongly Disagree	The options can be confusing and sometimes I pick the wrong one 2- Disagree	The options can be confusing and sometimes I pick the wrong one 3- Neutral Feelings	The options can be confusing and sometimes I pick the wrong one 4- Agree	The options can be confusing and sometimes I pick the wrong one 5- Strongly Agree
I sometimes give up going through the APM and hang up	I sometimes give up going through the APM and hang up 1- Strongly Disagree	I sometimes give up going through the APM and hang up 2- Disagree	I sometimes give up going through the APM and hang up 3- Neutral Feelings	I sometimes give up going through the APM and hang up 4- Agree	I sometimes give up going through the APM and hang up 5- Strongly Agree
There are too many menus and levels to go through	There are too many menus and levels to go through 1- Strongly Disagree	There are too many menus and levels to go through 2- Disagree	There are too many menus and levels to go through 3- Neutral Feelings	There are too many menus and levels to go through 4- Agree	There are too many menus and levels to go through 5- Strongly Agree

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* 12. How would a poorly designed APM affect your views on dealing with the company?

	Strongly Disagree	Disagree	Neutral Feelings	Agree	Strongly Agree
My views would not be affected	My views would not be affected Strongly Disagree	My views would not be affected Disagree	My views would not be affected Neutral Feelings	My views would not be affected Agree	My views would not be affected Strongly Agree
I would think twice before contacting them by phone again	I would think twice before contacting them by phone again Strongly Disagree	I would think twice before contacting them by phone again Disagree	I would think twice before contacting them by phone again Neutral Feelings	I would think twice before contacting them by phone again Agree	I would think twice before contacting them by phone again Strongly Agree
I wouldn't call them again, but would contact them another way	I wouldn't call them again, but would contact them another way Strongly Disagree	I wouldn't call them again, but would contact them another way Disagree	I wouldn't call them again, but would contact them another way Neutral Feelings	I wouldn't call them again, but would contact them another way Agree	I wouldn't call them again, but would contact them another way Strongly Agree
I would consider taking my business elsewhere	I would consider taking my business elsewhere Strongly Disagree	I would consider taking my business elsewhere Disagree	I would consider taking my business elsewhere Neutral Feelings	I would consider taking my business elsewhere Agree	I would consider taking my business elsewhere Strongly Agree

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* 13. On average, how long do you feel it takes you to get through all the options of a typical APM and to reach the service you want, or be put in a queue?

0 - 30 seconds

30 secs - 1 min

1 - 2 mins

2 - 3 mins

3 or more mins

0 - 30 seconds

30 secs - 1 min

1 - 2 mins

2 - 3 mins

3 or more mins

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* 14. What is your general opinion of voice recognition / voice response systems where you are required to speak your answers?

1- Strongly Dislike

2- Dislike

3- Neutral Feelings

4- Like

5- Strongly Like

1- Strongly Dislike

2- Dislike

3- Neutral Feelings

4- Like

5- Strongly Like

When you complete an automated menu, you often enter a queue. The following few questions are based on the queuing process and how it affects you.

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* 15. Typically, how long do you feel that you are made to wait in a call centre queue?

0-1 min

1-3 mins

3-5 mins

5-10 mins

10-20 mins

20+ mins

0-1 min

1-3 mins

3-5 mins

5-10 mins

10-20 mins

20+ mins

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* 16. How important is it to you to know where you are in the queue?

1- Not Important

5-Very Important

1- Not Important

5-Very Important

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* 17. How often do you spend time completing an APM and / or waiting in a queue, only to find that the service you require is closed or unavailable?

Never

Rarely

Sometimes

Often

Very Often

Never

Rarely

Sometimes

Often

Very Often

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* 18. When seeking help with a Customer Service Enquiry, please rank the following methods of communication in order of your preference, using the drop down boxes below.

Online Chat

Letter

Fax

Via Website

Social Media

Face to Face

Phone

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* 19. When searching for a Customer Service Centre Phone Number, how likely are you to use the following methods?

	Never	Rarely	Possibly	Likely	Almost Certainly
Ring Directory Enquiries	Ring Directory Enquiries Never	Ring Directory Enquiries Rarely	Ring Directory Enquiries Possibly	Ring Directory Enquiries Likely	Ring Directory Enquiries Almost Certainly
Log on to Company Website	Log on to Company Website Never	Log on to Company Website Rarely	Log on to Company Website Possibly	Log on to Company Website Likely	Log on to Company Website Almost Certainly
Use a Search Engine	Use a Search Engine Never	Use a Search Engine Rarely	Use a Search Engine Possibly	Use a Search Engine Likely	Use a Search Engine Almost Certainly
Use their Email address	Use their Email address Never	Use their Email address Rarely	Use their Email address Possibly	Use their Email address Likely	Use their Email address Almost Certainly
Look at Company Documents	Look at Company Documents Never	Look at Company Documents Rarely	Look at Company Documents Possibly	Look at Company Documents Likely	Look at Company Documents Almost Certainly

If you would use Other methods, please state which

These next questions are full of stuff that we'd really like to know. We're nearly at the end so please bear with us for this final part!

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* 20. Did you know that you can quite often select your option without listening to each full menu list, and get through quicker?

Yes, I do this sometimes when I know the menu options I need

Yes, I do but I don't do it often

Yes, But I never do this in case the menu options I need have changed

No, but I do now! Thank you for telling me!

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* 21. If you answered 'No' to the above question, now that you know, do you think you would do this to get through quicker?

Yes

Maybe

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* 22. We'd love it if you'd share with us any other comments, likes or dislikes, general views or stories of problems or success from your experiences of phoning call centres. This will help our research and inform our campaign to improve customer service and the call centre experience.

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* 23. Finally if we have further surveys may we contact you again?

Yes, I am prepared to complete future surveys

Yes, I am prepared to complete just one or two more surveys

No, please do not contact me again with surveys

Thank you for completing our survey!

Your responses and contact information will be held confidentially in a secure electronic file for a period of 12 months before being destroyed.