Call Center Survey Question Title * 1. Today's Date: Question Title * 2. Time of Call (indicate time and AM or PM) Question Title * 3. The nature of your call today was: Bus Late Bus Did Not Show Student left at School Student Left at Bus Stop Student missed bus Bus did not stop Lost item on bus Student injury on bus Request stop/route change (established stop) New student rider – looking for assigned bus stop Complaint – driver/attendant Complaint – office staff Complaint – current stop location Complaint – driving action(s) ESE student – ride not needed Homeless Student requiring transportation Summer Schedule Other (please specify) Question Title * 4. Are you a: Parent Employee Student Other Question Title * 5. Was this the first time you contacted us? Yes No Question Title * 6. After the automated greeting, how long before someone answered your call? Within one minute 1-5 minutes 6-10 minutes 10-15 minutes More than 15 minutes Question Title * 7. I was able to get my question answered with the first call. Yes (This includes being transferred to a knowlegeable staff member who answered my question.) No Question Title * 8. If no, how many calls did it take to answer your question(s)? 2 calls 3 calls 4 calls or more Question Title * 9. Was your call transferred to another staff member for assistance? Yes No Question Title * 10. If yes, was that person able to answer your question? Yes No Question Title * 11. If not, why not? Question Title * 12. Tell us about your experience with the Transportation Call Center. Strongly Agree 4 3 2 Strongly Disagree Not Applicable Staff was professional and courteous. Staff was professional and courteous. Strongly Agree Staff was professional and courteous. 4 Staff was professional and courteous. 3 Staff was professional and courteous. 2 Staff was professional and courteous. Strongly Disagree Staff was professional and courteous. Not Applicable Staff was knowledgeable and helpful. Staff was knowledgeable and helpful. Strongly Agree Staff was knowledgeable and helpful. 4 Staff was knowledgeable and helpful. 3 Staff was knowledgeable and helpful. 2 Staff was knowledgeable and helpful. Strongly Disagree Staff was knowledgeable and helpful. Not Applicable Staff was able to answer my question. Staff was able to answer my question. Strongly Agree Staff was able to answer my question. 4 Staff was able to answer my question. 3 Staff was able to answer my question. 2 Staff was able to answer my question. Strongly Disagree Staff was able to answer my question. Not Applicable I was satisfied with how my call was handled. I was satisfied with how my call was handled. Strongly Agree I was satisfied with how my call was handled. 4 I was satisfied with how my call was handled. 3 I was satisfied with how my call was handled. 2 I was satisfied with how my call was handled. Strongly Disagree I was satisfied with how my call was handled. Not Applicable Question Title * 13. Did you try to find the answer on our website before calling? Yes No Question Title * 14. If yes, were you able to find the answer(s) on the OCPS website? Yes No Question Title * 15. The website was easy to navigate to find the desired information. Yes No Question Title * 16. Comments Done