The Juggle Zone: Bargain Blog

Canon Email Technical Support Satisfaction Survey

Canon USA strives to provide you with the highest satisfaction possible for your Canon products. Feedback about your recent experience with Canon's Email Technical Support is a valuable and integral part of our ability to deliver unsurpassed customer satisfaction.

Date Email Response Sent: 04/17/2005
Product: [blank]

This survey should take just a few minutes to complete, and, after completing it, you will be entered into a monthly drawing for your choice of a Canon i950 printer, CanoScan 8000F scanner, or PowerShot S230 digital camera (see Official Rules: http://www.customersat3.com/csc/ty/2176_rules.html). Canon also values your privacy and will not share your name, email address, or other information with other parties.

Which of the following support options, if any, did you utilize before contacting Canon's Email Technical Support? (Please check all that apply.)
[X] Online FAQs accessed on Canon's website
[X] Online interactive troubleshooting accessed on Canon's website
[ ] Driver/software downloads accessed on Canon's website
[X] Read the documentation that came with the product
[ ] Contacted Technical Support via phone and spoke to a support representative
[ ] Contacted Technical Support via phone and used the automated support system
[ ] Visited/contacted the retailer where the product was purchased
[ ] Other (please specify):
[ ] None of the above ? emailing Technical Support was my first option

What was the primary reason for submitting an inquiry to Canon's Email Technical Support?
[ ] Help with new installation (just purchased and setting up for the first time)
[ ] Not satisfied with print and/or image quality
[ ] Trouble getting your Canon product to connect to your computer
[X] Specific error code
[ ] General product information (specifications, dealer locations, etc.)
[ ] Assistance using software that came supplied with your product
[ ] General assistance with using your product
[ ] Check on the status of a repair request
[ ] Check on the status of an order I placed with Canon
[ ] Driver download/driver installation assistance
[ ] Other reason not mentioned above (please specify):

How did the actual time it took a Canon support representative to respond to your inquiry compare to your expectations?

Expected response time
[X] < 8 hours
[ ] 8 - 16 hours
[ ] 16 - 24 hours
[ ] 24 - 48 hours
[ ] >48 hours

Actual Response Time
[ ] < 8 hours
[X] 8 - 16 hours
[ ] 16 - 24 hours
[ ] 24 - 48 hours
[ ] >48 hours

Was your question answered or your problem resolved with the first response received from a Canon support representative?
[ ] Yes
[X] No

How many follow-up emails did you send to Canon to resolve this inquiry?
[ ] 0
[ ] 1
[ ] 2
[ ] 3
[ ] 4
[X] 5 or more

Was the inquiry resolved to your complete satisfaction?
[ ] Yes
[ ] No (please explain): [The issue still remains open at this time. The questions I raised remain unanswered.]
[ ] Not sure (please explain):

Did you, at any time after your initial email to Canon's technical support, call technical support for further assistance with this inquiry?
[ ] Yes
[X] No

Based on your experience with this support inquiry, how would you rate Canon's Email Technical Support on the following items. (1=Unacceptable 10=Outstanding)
[3] Time it took for Canon to respond to your inquiry
[1] Thoroughness of the support representative's response (addressed all problems/questions)
[5] Courtesy and professionalism of the support representative
[3] Technical skills/knowledge of the support representative
[3] Communication skills of the support representative, i.e., communicates clearly and in a manner that I understand
[1] Proactive communication about the status of your problem or answer to your question
[1] Quality and effectiveness of solution/answer
[1] Length of time to resolve problem or answer your question
[1] Overall satisfaction with support representative
[1] Overall satisfaction with support experience

Using a scale of 1 to 10, where 1=Very Dissatisfied and 10=Very Satisfied, how satisfied are you, overall, with Canon? [3]

How likely are you to...
(1=Definitely Will Not, 4=Definitely Will)

[2] Recommend Canon's Email Technical Support to others
[2] Recommend Canon products to others
[2] Purchase another Canon product

How does Canon's email support compare to email support you've received from other companies?
[ ] Better
[ ] About the same
[X] Worse
[ ] I haven't emailed other companies for support

Which one company would you say provides the best support services?
[Acme United]

Using a 10-point scale, where 1 = Beginning User and 10 = Expert User, how would you rate your proficiency and comfort level in finding information on the Internet? [10]

What is the most important thing Canon can do to improve your satisfaction?
[Explain the cause of the infamous E18 error (stop blaming owners), and FIX the problem, free of charge, regardless of warranty status.]

Please use this space to explain any of the ratings or answers you've provided in this survey or to provide any additional feedback.
[I have two main issues with this situation:
1) The E18 error problem is out of control, and Canon's lack of response to the problem is unacceptable.

2) The useless and unrelated emails I received in response to my requests demonstrate to me that Canon's claim that "At Canon USA, customer service is our number-one priority, and we take great pride in providing you with the best service possible. It is our goal to make your Canon ownership experience enjoyable." is not backed up by reality.]

Please select the statements that apply to your needs.
[ ] I don't require further contact from Canon at this time.
[ ] I don't require further contact from Canon but would like my comments forwarded to Senior Management.
[ ] I don't require further contact from Canon but would like my comments forwarded to the Supervisor of the representative who assisted me. Use this space to provide additional comments about your support representative:
[X] My issue is unresolved, and I require further assistance from Canon.

NOTE: If you indicated that you would like a callback, we will make every effort to call you within a few days during the timeframe indicated. However, our business environment makes it impossible to guarantee a callback within a specific timeframe. Rest assured that we'll contact you as soon as possible.

Additionally, if you selected to have your comments forwarded to the representative's supervisor, only your comments will be forwarded, not your personal, identifying information.

Please note that neither CustomerSat, Inc. nor Canon USA will use this contact information for any other purposes.

THANK YOU

Thank you very much for completing this survey. Your feedback is greatly appreciated and will be instrumental in helping us improve our service to you.

Should you need further assistance, we are eager to help and can be reached using one of the following support options:

Online:
www.usa.canon.com

Via Telephone:
(800) 828-4040
9:00 am to 8:00 pm EST Monday through Friday

Thank you for choosing Canon!