Thank you for participating in this Technical Support satisfaction survey. The following questions are designed to help us assess our customer’s recent technical support experience(s). All of your entries and comments will be strictly confidential and will not be associated with your name or company unless you choose to provide this information at the end of the survey.

    Note: Product satisfaction is covered in a different survey.




    1. Overall, please rate your satisfaction with the technical support that you received.

    Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied


    2. How did you initially contact Iris ID Technical Support?

    TelephoneEmail: techsupport@irisid.comwww.irisid.com - KnowledgebaseOther


    3. If you contacted us by telephone, what was your experience?

    I did not callI spoke with a technician immediately.I left a voice message and received a call back within 30 minutes.I left a voice message and waited more than 30 minutes for a call back.I did not leave a voice message, I decided to contact technical support using a different method.


    4. The support technician answered my question or solved the problem:

    During the initial response.Within a few follow-up responses.It took more than 4 times before I received a satisfactory answer/resolution.I was not able to get a satisfactory answer or the problem was not resolved.



    5. How satisfied are you with the initial support personals…

    … ability to understand the nature of your question or the problem?

    Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

    … ability to provide clear answers to your questions or a solution to the problem?

    Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

    … level of expertise and experience with the product/issue?

    Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

    … timely resolution of the issue?

    Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

    … follow up on commitments that s/he made to you?

    Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied

    … overall handling of your issue?

    Very SatisfiedSatisfiedNeutralDissatisfiedVery Dissatisfied


    6. Did the initial support technician need to escalate your question or issue to an engineer?

    YesNoI don't know


    7. If you needed to contact Technical Support again and were given the option to speak with the same support technician again, would you trust this person to handle another issue for you?

    YesNoNot Sure


    8. Compared with technical support services that you have received from other companies you deal with, how would you rate the quality of Iris ID’s technical support?

    Much Higher QualityHigher QualityAbout the SameLower QualityMuch Lower Quality


    9. Based on your experience with our Technical Support, how likely would you be to recommend us to a colleague or to another organization?

    Very LikelyLikelyNeutral/Not sureUnlikelyVery Unlikely


    10. What comments or suggestions can you give us that could help us to improve the quality of the technical support that we provide to you and your organization?




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    Your Name

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    Your Telephone Number

    Your Message (if concerning a specific incident, please include the incident number (ie. 180727-000001))

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