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Product Support: Customer Feedback Form

Thank-you for using Point Grey Research's technical support system! Our Technical Support team endeavours to provide the highest quality service and support to our customers. In order to help us provide even better service, we hope you will take a moment to complete the following Customer Feedback Form. Your thoughts are important to us, and we will take into consideration any comments, suggestions or concerns you have regarding your support experience.

 

Customer Information
Support Ticket Number: [PGR # ]
Product Specified in Ticket:
Name:
Company Name:
E-mail Address:
 
Satisfaction with PGR Support

1. In general, I was satisfied with the quality of technical support I received from staff.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

2. The automated response to my support request contained useful links and info.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A
 
3. Knowledge Base articles I was directed to contained relevant information.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A
 
4. Product documentation I was directed to contained relevant and useful information.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A
 
5. Example source code and programs were easy to use and understand.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

6. The end result, or resolution outcome, for my issue was:
   

7. My problem was resolved by:
   

8. My problem was resolved in a timely manner.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A
 
Satisfaction with PGR Staff

9. A personalized response to my request was received within one (1) business day.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

10. Support team members were courteous and correspondence was professional.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

11. Support team members were knowledgeable and provided accurate information.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

12. Support responses were clear and used terms I could understand.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

13. I received regular status updates from staff regarding progress on my issue.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

14. In general, my problem was resolved to my satisfaction.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A
 
Other Opinions

15. I am satisfied with PGR Technical Support relative to support from other companies.
  Strongly Disagree   Disagree   Agree   Strongly Agree   N/A

16. The thing(s) I liked most about my PGR Technical Support experience is/are:
   

17. The thing(s) I liked least about my PGR Technical Support experience is/are:
   

18. I would like to see the following actions taken to improve PGR support:
   

19. Additional comments or feedback regarding my support experience:
   

 

 

  

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