Customer Satisfaction Survey

Thank you for agreeing to take part in a survey to let us know what we're doing well and where we can improve your online ordering experience with AT&T.

Please take a few minutes to share your opinions.

1: *What is your overall satisfaction with your entire purchase experience?1=Very DissatisfiedVery Satisfied=10
1=Very Dissatisfied
Very Satisfied=10
2: *How well has this purchase experience met your expectations?1=Falls ShortExceeds=10
1=Falls Short
Exceeds=10
3: *How does this purchase compare to an ideal purchase experience?1=Not Very CloseVery Close=10
1=Not Very Close
Very Close=10
4: *If a friend or family member asked you to recommend a company to provide communications services, how likely are you to recommend AT&T? 1=Very UnlikelyVery Likely=10
1=Very Unlikely
Very Likely=10
5: *Please rate the timeliness of the receipt of your order. 1=PoorExcellent=10
1=Poor
Excellent=10
6: *Please rate the tools for tracking your order.1=PoorExcellent=10
1=Poor
Excellent=10
7: *Please rate the condition of product(s) when received.1=PoorExcellent=10
1=Poor
Excellent=10
8: *Please rate how correctly your order was filled (correct products/services, color, quantity, etc.).1=PoorExcellent=10
1=Poor
Excellent=10
9: *Please rate the quality of the products/services you received.1=PoorExcellent=10
1=Poor
Excellent=10
10: *Please rate how well the product/service meets your needs.1=PoorExcellent=10
1=Poor
Excellent=10
11: *Please rate the simplicity of placing your order.1=PoorExcellent=10
1=Poor
Excellent=10
12: *Please rate the confirmation information that was provided when you placed your order.1=PoorExcellent=10
1=Poor
Excellent=10
13: *Please rate the relevance of communications regarding your purchase.1=PoorExcellent=10
1=Poor
Excellent=10
14: *Please rate the thoroughness of the communications about your purchase.1=PoorExcellent=10
1=Poor
Excellent=10
15: *How likely are you to purchase additional products/services from AT&T in the future?1=Very UnlikelyVery Likely=10
1=Very Unlikely
Very Likely=10
16: *Based on your recent purchase from AT&T, please select the product or service about which you will provide feedback for the rest of this survey.
17: *What led you to choose this product from AT&T versus other providers?
18: *Are the products/services you ordered currently working to your satisfaction?
19: *Which statement below best describes how you researched this product/service before purchasing it?
19.1: *Did your online research save time in placing your order?
20: *Which statement below best describes how you placed the order for this product/service?
20.1: *Why did you choose to have an AT&T representative assist you in placing this order?
20.2: *How did an AT&T representative help you place this order?
20.2.1: *Do you feel that doing this helped improve the accuracy of your order?
20.2.2: *Do you feel that doing this saved you time in buying and receiving your order?
20.2.3: *Next time you order something from AT&T, would you use this same process to place your order?
20.2.4: *What was the primary reason you had the representative create a cart for you to access and purchase after your discussion with the representative?
20.2.5: *How easy was it to retrieve the cart the AT&T representative created for you?1=Very difficult  Very easy=10 
1=Very difficult
Very easy=10
20.2.6: *After retrieving the cart the AT&T representative created for you, did you require further assistance from AT&T to place the order?
21: *How did you receive information about the status of your order? (Select all that apply.)
22: *Did you experience any of the following with your order? (Select all that apply.)
23: *How did you receive the product(s)/service(s) you ordered? (Select all that apply.)
23.1: *Next time you get something from AT&T, would you use this same option to receive the product(s)/service(s) you order?
24: *Did you encounter any problems receiving or picking up the product(s) you ordered?
24.1: *Which problem(s) did you encounter? (Select all that apply.)
24.2: *Which product(s) had this problem? (Select all that apply.)
25: *How did you activate/install the product(s) you ordered? (Select all that apply.)
26: *Next time you order something from AT&T, would you use this same method to activate or install the product you bought?
27: *When you look back on all the communications AT&T sent you about this order, how would you describe the amount of emails or calls you received about your order?
28: *When you look back on all the communications AT&T sent you about this order, was anything missing from what you needed or expected?
28.1: *What needed or expected information was missing? (Select all that apply.)
29: *Did you have to do any of the following as part of this order? (Select all that apply.)
29.1: *Please select the reason which best describes why.
30: *Did you request a trade-in of an existing wireless phone as part of this order?
30.1: *Please describe your experience thus far with your trade-in.

Thank you! Your feedback is invaluable to us and we appreciate the time you took to provide it.

Please note you will not receive a response from us based on your survey comments. If you would like us to contact you about your feedback, please visit the Contact Us section of our website.