Free Survey Questions for Computer Repair

What specific issue led you to seek repair services?

Clarifies the root problem by specifying the customer's main concern. This helps technicians focus on the correct system component without wasting time on unrelated issues.

When did you first notice the problem with your computer?

Identifies when the issue began to narrow the timeline for potential causes. Early detection helps in understanding whether recent changes may have triggered the problem.

Which error messages have you encountered?

Pinpoints exact errors through system messages, which is essential for diagnosing underlying software or hardware faults. Error codes often guide technicians toward specific fixes.

Have you made any recent hardware or software changes?

Reveals any recent modifications that could be responsible for the malfunction. Understanding changes helps avoid redundant tests and accelerates the repair.

Does the issue occur consistently or intermittently?

Distinguishes between constant and sporadic errors to replicate the issue accurately. This information informs how technicians plan their debugging approach.

What operating system and version is your device using?

Ensures the correct environment is evaluated, as operating system details can affect compatibility and repair methods. Different versions may require distinct troubleshooting steps.

Can you describe the last action taken before the issue appeared?

Connects user actions to the onset of the problem, providing context for the technician's inspection. This data often leads to quicker root cause identification.

Have you tried any troubleshooting steps on your own?

Prevents duplication of efforts by understanding self-initiated troubleshooting. It also reveals what worked or worsened the situation.

Does the problem affect specific applications or functions?

Localizes the problem to specific functions or applications, making it easier to target diagnostics. This focus can reduce the time spent testing unrelated system areas.

Is your device connected to any external peripherals when the issue occurs?

Checks if external devices contribute to the malfunction, which helps isolate hardware conflicts. Plug-and-play peripherals are common sources of sporadic issues.

How satisfied are you with the speed of the diagnostic process?

Measures how quickly the diagnostic phase met customer expectations. Timeliness is a key factor in perceived service quality.

How clear was the communication from our technicians during the repair?

Gauges whether communication was clear and helpful, which impacts customer confidence. Effective dialogue often reduces follow-up questions.

How would you rate the quality of the repair work performed?

Assesses the durability and accuracy of the repair, reflecting overall service performance. High-quality repairs lead to repeat business.

Did our team explain the repair costs and warranty terms clearly?

Ensures that the customer fully understands costs and warranty details upfront, minimizing disputes. Transparency builds trust.

How well did the repair experience meet your expectations?

Aligns the actual repair outcome with what customers anticipated before service. This question identifies gaps between expectation and reality.

How satisfied are you with the tools and resources provided after service?

Evaluates the usefulness of any tools or guidance provided after the repair. Good post-service support prevents recurrent issues.

Would you recommend our repair services to others?

Acts as a promoter metric, showing willingness to recommend services to peers. High recommendation rates indicate strong customer loyalty.

How responsive was our customer support to your inquiries?

Measures responsiveness, which is critical for resolving follow-up concerns. Fast support increases customer satisfaction.

How convenient was the service scheduling process?

Reviews the ease of scheduling, a convenience factor that affects overall experience. Simplified booking can lead to higher service uptake.

How satisfied were you with the return time of your device?

Reflects on turnaround speed, a key driver in service selection. Customers want prompt returns, especially for critical devices.

How would you rate your comfort level with basic computer maintenance tasks?

Establishes a baseline for the user's self-sufficiency in maintenance. This helps technicians decide how detailed their instructions need to be.

Are you familiar with installing or updating software on your device?

Reveals whether the customer can handle software-related fixes without additional guidance. Software competence can shorten repair times.

Have you ever upgraded hardware components yourself?

Shows familiarity with hardware tasks that might affect the repair scope. Experienced users may assist or follow advice more effectively.

How often do you perform routine system backups?

Indicates the customer's habit for safeguarding data, which influences backup discussions. Regular backups mitigate data loss risks.

Can you navigate system settings to troubleshoot simple issues?

Verifies if users can navigate to settings needed for basic diagnostics. Comfort with settings reduces time spent on tutorials.

Do you know how to access and review system logs or error reports?

Assesses the ability to interpret system logs, which often contain vital clues. Knowledge of logs speeds up fault isolation.

Are you comfortable using command-line tools for advanced troubleshooting?

Determines if the user can leverage command-line utilities for advanced troubleshooting. This skill level can enrich support options.

Have you previously used diagnostic utilities to test hardware performance?

Checks previous use of diagnostic tools, signaling readiness for technical guidance. Familiarity with such utilities enhances collaboration.

How familiar are you with antivirus and security software management?

Measures awareness of security practices, essential for safe system operations. Proper management of antivirus tools prevents future infections.

Can you explain the difference between various storage types (HDD, SSD)?

Tests understanding of storage technologies, which impacts upgrade decisions. Knowledge of HDD versus SSD helps in advising replacements.

How many times have you had your device professionally repaired?

Quantifies how often the customer requires professional help, indicating system reliability. Frequent repairs may suggest underlying recurring issues.

When was the last time your computer underwent servicing?

Dates the last service to assess risk of new or unresolved problems. Recent service information guides warranty checks.

What types of repairs have you requested in the past?

Identifies common repair types, helping technicians prepare for likely fixes. Patterns in service requests reveal recurring faults.

Was your device covered under warranty during previous repairs?

Determines if warranty coverage influenced past repair decisions. Warranty status affects cost and repair urgency.

Were previous fixes effective in resolving your issues long-term?

Reviews long-term success of past repairs, ensuring more sustainable solutions. Understanding repair efficacy helps refine future procedures.

Did you experience repeat failures after prior repairs?

Checks for repeat failures, indicating potential quality issues. Persistent problems may require deeper analysis.

How would you rate the cost of past repair services?

Gathers perception of cost fairness, influencing customer satisfaction. If cost seems disproportionate, it may need reevaluation.

Did any previous repair require multiple visits?

Examines whether repairs were complex enough to need follow-up visits. Complexity metrics help manage resource allocation.

Were you satisfied with the documentation provided after past services?

Ensures proper documentation was provided, aiding future diagnostics. Good records streamline subsequent repair sessions.

Have you switched repair providers due to dissatisfaction?

Assesses loyalty or dissatisfaction based on switching providers. This insight can highlight competitive strengths or weaknesses.

What aspect of our repair process would you most like to see improved?

Pinpoints high-priority areas for enhancement based on direct customer feedback. Prioritizing these helps drive impactful changes. Understanding customer pain points leads to targeted improvements.

How could we make our scheduling system more user-friendly?

Focuses on making the scheduling experience more intuitive and less time-consuming. Ease of booking increases service uptake and customer satisfaction.

What additional services or support would benefit you after repair?

Solicits suggestions for new support offerings, expanding service portfolios. Customer-driven ideas can differentiate your service in the market.

How can we improve our communication during the repair process?

Gathers feedback on communication methods to ensure transparency and frequent updates. Clear updates reduce customer anxiety during repairs.

Are there any diagnostic tools or resources you wish we used?

Asks about desired diagnostic resources, which may improve issue resolution speed. Advanced tools can boost technician efficiency.

How could we streamline the drop-off and pick-up experience?

Seeks ways to optimize the logistics of drop-off and pick-up, enhancing convenience. Streamlined processes save time for both customers and staff.

What information would be helpful to receive before bringing in your device?

Identifies what preparatory information customers need to reduce delays. Clear pre-service instructions minimize confusion on arrival.

What follow-up support would enhance your confidence post-repair?

Explores desired follow-up support to maintain confidence in repair quality. Proactive post-service engagement fosters strong relationships.

How can we better indicate estimated repair times?

Collects feedback to improve repair time estimates, reducing unpredictability. Accurate timelines help manage customer expectations.

Would you prefer digital or printed documentation of repair details?

Determines preferred documentation formats, ensuring the information is accessible. Catering to format preferences increases overall satisfaction.