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Technical Support Report Card

It is one of our highest priorities to ensure that you get the help you need for your Digital Imaging System as quickly and easily as possible. If you have recently contacted our Technical Support department, please take a minute to tell us how we did by completing the following questionnaire. By doing so, you will make us aware of areas that may require our extra attention.

If you have questions about this survey, please contact us by telephone at 905-332-9291, or by e-mail at info@nortecom.com. Thank you for your participation.
 
1.  Overall, how satisfied were you with the service you received?
 
Very dissatisfied
Somewhat dissatisfied
Neither satisfied nor dissatisfied
Somewhat satisfied
Very satisfied
 
2.  Was your problem resolved?
 
Yes No
 
3.  How was your problem resolved?
 
Over the telephone
By e-mail
Through a combination of telephone and e-mail support
I sent files to the Support Technician for repair
I resolved the problem myself
Other
 
4.  Listed below is a series of statements. Please indicate your level of agreement with each statement:
 
  Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree
My telephone call was answered promptly
The person who answered the call was courteous
 
5.  After your call was answered, how long did it take you to reach someone in the Technical Support department?
 
My call was transferred immediately
I waited on hold for less than 5 minutes
I received a call-back notification within 30 minutes
I received a call-back notification within two hours
I received a call-back notification within two to four hours
I received a call-back notification within four to eight hours
I received a call-back notification within two or more working days
 
6.  Please indicate your level of agreement with each statement about the person who helped you resolve your problem.
 
  Strongly agree Agree Neither agree nor disagree Disagree Strongly disagree
The person who ended up helping me was courteous
The person who ended up helping me understood my problem
 
7.  How long did it take to resolve the problem, from the time you first contacted Technical Support?
 
Problem was resolved immediately Less than two hours
Two to three hours Four to eight hours
Two working days More than two working days
 
8.  Did anyone follow up with you to see whether your problem was resolved?
 
Yes No
 
9.  What was the reason for your call to Technical Support?
 
Installation issue: software/camera/lighting/hardware
Software wouldn't work properly
Camera/lighting/computer wouldn't work properly
Had problem with the network
Had question about how to use software
Had question about how to use camera/lighting/hardware
Other
 
10.  How long have you been using this product?
 
Less than thirty days
From thirty to ninety days
From three to six months
From six to twelve months
More than one year
 
11.  Which Technical Support Plan are you currently using?
 
Included-with-new-purchase Support Package
Pay-per-incident
Extended support package
Unsure
 
12.  In the space below, please write any comments (positive or negative) or suggestions you have.
 
 

Your e-mail address, (optional)

Thank You!