Dell Maintenance : Mystery Shopper

réponse obligatoire

Question 1

Merci d'entrer ici votre pseudonyme

réponse obligatoire

Question 2

What is the Service tag of your Dell system or Dell incident reference number provided by our Dell Tech support ? (ex 7G910H or 07033377505)

On time Evaluation

réponse obligatoire

Question 3

Did On Site Technician call you in the morning so as to annonce his arrival ? (timeslot)

On time Evaluation

Question 4

Did On Site technician arrived during timeslot annonced ?

On time Evaluation

Question 5

In case of delay, did On Site technician call you back so as to update you ?

On time Evaluation

réponse obligatoire

Question 6

Sur une échelle de 0 à 5, quelle note mettez-vous globalement à votre séjour chez nous ?

réponse obligatoire

Question 7

Did On Site Technician explain you what was the purpose of his visit ?

On Time Evaluation

réponse obligatoire

Question 8

Did On Site Technician introduce himself as a Dell technician ?

Explanations Evaluation

réponse obligatoire

Question 9

Did On Site Technician explain you how long his intervention will take ?

Explanations Evaluation

réponse obligatoire

Question 10

Did On Site Technician be concerned about the trouble that his intervention may cause ? (space needs, Dell System unavailaibility ...)

Explaination Evaluation

Question 11

If YES to question 9, What On Site Technician offer as a choice

réponse obligatoire

Question 12

Did On Site Technician be courtoie ?

Behaviour and presentation Evaluation

réponse obligatoire

Question 13

To your point of view, does the verstimentaire held of the On Site Technician seem appropriate ?

Behaviour and presentation Evaluation

Question 14

If NO to question 12, can you say why ?

Behaviour and presentation Evaluation

Question 15

To your point of view, Did On Site Technician take apropriate speach in front of you (technical skills, clarity of the speach, …)

Behaviour and presentation Evaluation

réponse obligatoire

Question 16

How would you judge the overall behaviours of the On Site Technician ?

Behaviour and presentation Evaluation

réponse obligatoire

Question 17

Did On Site Technician explain you what he did during his intervention ?

Expertise and professionalism Evaluation

réponse obligatoire

Question 18

Did On Site Technician check Dell system before doing his repair ? (Visual check - Serial number of Dell product , Test machine)

Expertise and professionalism Evaluation

réponse obligatoire

Question 19

Did On Site Technician wear static wrist strap ?

Expertise and professionalism Evaluation

réponse obligatoire

Question 20

Did On Site Technician make a positive summary of what he did on your Dell system and consequences it will bring to you ?

Expertise and professionalism Evaluation

réponse obligatoire

Question 21

Did On Site Technician explain to end user that break down desapear after his repair or/and provide instruction?

Expertise and professionalism Evaluation

réponse obligatoire

Question 22

Did On Site Technician ask customer to sign a Service Activity Report ?

Expertise and professionalism Evaluation

réponse obligatoire

Question 23

Did On Site Technician speak about customer survey that you may receive ?

Expertise and professionalism Evaluation

Question 24

If the intervention didn't bring you satisfaction (further visit were needed) did On Site Technician tell you what it will happen after his visit?

Expertise and professionalism Evaluation

réponse obligatoire

Question 25

Did On site Technician ask you if you were statisfy with his repair ?

Expertise and professionalism Evaluation

réponse obligatoire

Question 26

What is your overall satisfaction with Dell's Onsite Technicians ?

Question 27

Add your comment if any