Customer Satisfaction Survey

First Name:
Last Name:
Email:
Ride #
Ride Date:	(mm/dd/yyyy)

Please consider each of the following service categories carefully and respond by marking the appropriate box. Thank you for your participation.

Reservation
Did you make your transportation arrangements personally? If not, please go the next section.	Yes	No
Was your reservation telephone call immediately directed from the switchboard to a reservationist? If not, please approximate the length of time spent on hold during your reservation telephone call?	Yes No N/A < 1 Minute 1 TO 3 Minutes 3 TO 5 Minutes > 5 Minutes
How would you rate the customer service skills and helpfulness of the reservationist? (i.e., professionalism, event/itinerary suggestions, solutions to inquiries, etc.)	Excellent Good Fair	Poor N/A
Did the reservationist ask if you needed transportation at your destination?	Yes	No N/A
Did you receive a faxed or email confirmation of your reservation within 24 hours?	Yes	No
Did you receive a telephone confirmation the day prior to your reservation?	Yes	No
Operations
How would you rate the overall on-time performance of the chauffeur?	Excellent Good	Fair Poor
If your pickup was at the airport, was your chauffeur easy to locate?	Excellent Good	Fair Poor
How would you rate the overall condition and appearance of the vehicle? (i.e., exterior/interior cleanliness, windows, etc.)	Excellent Good	Fair Poor
How would you rate the overall mechanical condition of the vehicle? (i.e., smooth ride, quiet engine, window controls, door locks, etc.)	Excellent Good	Fair Poor
How would you rate the customer service skills of the chauffeur? (professionalism, courteousness, attitude, assistance with luggage, etc.)	Excellent Good	Fair Poor
How would you rate your overall sense of comfort/security with the driving skills of Black Tie chauffeurs? (i.e., adherence to safe speed, maintenance of safe margins between other vehicles, smooth braking/acceleration, traffic congestion awareness, awareness of primary and/or alternate routes, courtesy to other motorists, etc.)	Excellent Good	Fair Poor
How would you rate your overall experience with Black Tie Transportation?	Excellent Good	Fair Poor

Miscellaneous
Would you recommend Black Tie to your friends and colleagues?	Yes	No
Which selections best describe your use of Black Tie: (Select all categories that apply)	BUSINESS USE AIRPORT SERVICE CORPORATE SEDANS EXEC. VANS	PERSONAL USE CHARTER SERVICE STRETCH LIMOUSINES BUSES
How did you first hear of Black Tie Transportation?	Referral from Friend/Family/Colleague Arranged by Employer Telephone Directory Advertising Direct Mail Coupon Advertising Used Before	Radio Commercial Saw Vehicle on the Road Travel Agent Referral Auction for Non-Profit Organization Other:
Additional Comments: