CLIENT SATISFACTION SURVEY

My name is A.P. Bailey, and I am responsible for training and maintaining the performance of our staff and chauffeurs. Please take a moment and let us know if we met your service expectations. Ongoing training of our staff depends upon the input from you, our Client. Please help us be sure that all Evergreen Staff deliver the level of service you expect by letting us know how we did on your last trip!

Your input will be viewed only by myself and the President of the Company, and we will use your input in general training terms, not specific situations, so please feel free to be very honest in your evaluation of the service you received from Evergreen.

Please provide the following information so that we may identify the trip you are evaluating:

Name:   
Reservation #:   
Date of Travel:   


Numbered Response Ratings Scale
Please check the box that most closely matches your perception of Evergreen's performance:

5 Evergreen met all my expectations. The service I received was superior.
4 Evergreen performed well, but could have been more professional.
3 Evergreen performed in an average manner.
2 Evergreen did not meet my performance expectations.
1 Evergreen performed well below my expectations and needs to improve on this item.

Rating your Chauffeur's performance   5 4 3 2 1
The Chauffeur arrived on time and I had no trouble locating them. My pickup was just as I ordered.  
The Chauffeur took control of the baggage and collected and loaded it efficiently and carefully.  
The Chauffeur knew where he was going, did a good job of routing, and asked if I had a favorite route I preferred.  
The Chauffeur had good control of the vehicle. His speed and turns were comfortable to me.  
The Chauffeur used 'Defensive Driving' technique, and was aware of the changes in traffic around us, keeping eyes on the road and using mirrors for possible hazards.  
The Chauffeur made safe, well indicated lane changes and did not change lanes too often without reason.  
The Chauffeur was courteous and polite, and engaged in conversation without being overly forward or prying.  
The Chauffeur reacted to my indications of how much conversation I was interested in and refrained from being 'overly chatty'.  
The Chauffeur offered me a business card so I would have the contact information in case my plans changed.  
The Chauffeur kept the vehicle very clean. Inside and out, it was well maintained.  
             
Rating Evergreen's Office Staff   5 4 3 2 1
When I called to place my reservation, the phone was answered promptly in a friendly, courteous manner.  
The person taking my reservation was patient and listened carefully to what I was saying. I felt they understood what I was asking for.  
After taking my information, they explained they were going to read the reservation back to me to check for accuracy before giving me my confirmation number.  
I was pleased with my ordering experience. It was handled in a friendly and professional manner.  
             
Rating Evergreen's Billing Procedures:   5 4 3 2 1
The billing for my trip was accurate and handled in a timely manner.  
If I had a special billing need for my trip, my options were explained to me, and my needs were accommodated.  
If I had a billing issue, the information was taken accurately, and the issue resolved promptly and to my satisfaction.  
             
Rating Evergreen's Online Reservations   5 4 3 2 1
The site was well laid out. It was easy to locate the different categories of information. I was able to find the answers to my questions.  
The Profile and Reservation forms were easy to use. The instructions were simple and to the point, and the layout was easy to follow.  
Being able to place my reservations at any time, from anywhere, is very convenient.  
I like being able to print out my reservation information for my records.  
   
Client Notes:   


Thank You!


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