:Internal Only/Process/CSAT

Customer Satisfaction Survey

First Call Resolution Criteria

• Number of email received is less or equal to 2.

AND

• Case status updated to Closed, or Resolved, or Auto-Closed.

AND

• Number of message sent is less or equal to 1.

Dahua North America Technical Support Customer Satisfaction Survey

Question	Points Possible
1. Was your issue resolved?(required)	10
2. Was your issue resolved in a timely manner?(required)	10
3. On a scale of 1-10, how satisfied are you with the Dahua product you purchased?	10
4. Thinking about your most recent interaction with our support agent, overall, how would you rate your experience?	10
5. On a scale of 1-10, how satisfied are you will the level of support you received?	10
6. On a scale of 1-10, how would you rate the knowledge, and competence of the technical support representative who assisted you during this interaction?	10
7. Please provide us some feedback about your experience, and how we can make it better.	N/A
Total	60

Lorex Technical Support Customer Satisfaction Survey

Question	Points Possible
1. Are you satisfied with the resolution provided for the issue you had called about?	1
2. How easy was it to get your issue resolved?	5
3. You are satisfied with the knowledge and competence of the technical support representative who assisted you during this interaction?	4
4. Thinking only about the technical support representative who assisted you on this issue, how satisfied are you with the overall quality of service you received during this interaction from the representative?	4
5. Thinking about the overall support experience, how satisfied are you with the quality of service you received during this interaction with our support desk?	4
6. Based on this support experience, how likely are you to recommend our products and services to a colleague or friend?	4
7. Please provide us some feedback about your experience and how we can make it better.	N/A
Total	22