¶ … MRI company is the fact that the operations department is not currently abiding by the company's philosophy in terms of customer satisfaction and customer retention. In my opinion, the survey should focus both on evaluating the initial level of customer satisfaction and retention that are accomplished by the operations department and on the continuous evaluation of how the measures that have been taken by the company have helped solve the problem. In this sense, I propose the following set of survey questions: What was the main reason for terminating the contract you have had with our company?

Possible Answers: Price, Quality of Products, Customer Service, Better Offers from Competitors

What was it about this reason that made you terminate the contract?

Possible Answers: Inoperative Attendants, Bad Organizational Skills, Disrespectful Attitude

Terminating your contract was related to:

Possible Answers: Sales and Marketing Department, Public Relations Department, Overall Management of the Company/The Company as a Whole, Operations Department

4) Rate the representative on being attentive and his overall attitude towards you during your time as our customer.

Excellent, Very Good, Good, Satisfactory, Poor, Very Poor

5) Rate the representative on his knowledge of your problems and his ability to provide useful help for you during your time as our customer

Excellent, Very Good, Good, Satisfactory, Poor, Very Poor

6) During the period of time that you have been our customer, you have felt that you were treated with:

Professionalism, Attention, Politeness, A thorough Knowledge of your Concerns and Problems

7) Ever since xx.xx.2004.,...