Survey

Original Survey
Good Morning! I am putting together a training module for a school project where we have to address a
customer service issue that affects us. This will hopefully help you to be very honest and open with your
responses, which will be confidential. No one that works for our company will be allowed to see this
survey only the finished training module.
Please address issues customers encounter when dealing with the Web Self Service. I need user
feedback. You have been chosen because I value your opinion and experience in these types of
situations. I need you to be honest, direct, and provide as much details as possible. I want you to focus
on the age of the customer, as this will help me determine if these are age related issues. If you would
please return your response to me by Thursday, April 7 at 4 pm, I would appreciate it.
1What type of issues are you finding that customers encounter when using our online service?
(Please provide as many examples as possible.)
2-
What age demographic experiences these types of issues listed above? (Please be specific.)
3How are you able to direct them? Are there certain tools you use to instruct them? (Again,
breakdown how you deal with different age groups.)
4What tools could be provided to help you assist your customers? Again, be specific and refer
back to question #1.
5Please provide other input you have when dealing with online service issues or any other
feedback you feel needs to be addressed.
Sincerely,
Amy Allen
Julie
Middle aged or elderly people not savvy on computers that dont understand screens on how to register
or log in.
2-
Possibly elderly not savvy with 35-80. ( I am not say 35 is elderly)

I stay on the phone and walk them thru the registering process. Yes it takes time.
Maybe an online picture showing the steps or the steps for the pages to register by seeing it.
The size of the words and sentences should be larger and about the 5th grade level and not a lot of
words, Or an example of showing the screens they will be using with a check mark showing the
indicator to go to and select.
Luis
1What type of issues are you finding that customers encounter when using our online
service? (Please provide as many examples as possible.)
-Issues trying to register a new account.
-Need troubleshooting for forgotten user ID & password.
-No response or Error messages when attempting to login website.
-Customer subscribed to paperless bill, but not receiving emails.
-Issues managing Western Union recurring payment vs Auto-Pay.
-Issues managing Western Union SMS payment.
2What age demographic experiences these types of issues listed above? (Please be specific.)
All age groups experience these issues, but customers 45+ years of age seem to struggle more and
require a more patient walk-through.
Im able to help them based on personal experience and IT knowledge. I just use my workstation to
see what the customer sees for walk-throughs.
Because we consistently get customers with the same issues, FAQs available on our website would
be a nice tool.
All of the common issues could be solved with information on the following topics:
#1 Keeping a current version of Adobe Reader installed.
#2 Keeping a current version of Java installed on personal.
#3 Ability to add Questar Gas & Western Union as safe sites within the web browsers
security settings.
#4 Ability to allow pop-ups from Questar Gas & Western Union within the web browser
settings.
#5 Ability to enable cookies from Questar Gas & Western Union within the web browser
settings.
#6 Knowledge of how to manage/edit SPAM or Junk Mail settings for whichever email
service the customer uses.
Ana
Only thing I can really think of is when they do a stop or start, they call back to make sure it was really
done. And many many times it doesnt show in CIS when they call back.
2-
The problem where they request a stop or start and then call back to make sure it went thru happens
with every age.
I start srv
None
It would be really nice to be able to see when someone contacts us on line. I had an issue today where a
customer had contacted us on line because we were closed, and I had no way of checking to see what
had transpired, gas was sonp and because of what was said in the e mail, we restarted srv, same day
mo, no dep.. would have been nice to be able to see that.. Instead I told customer, if they had just
contacted us, shut off could have been avoided, well they DID contact us. I had to call consumer
affairs
Valanee
Usually people are unable to log in, or they have a difficult time establishing a user ID and password.
Sometimes they do not have a PIN number, maybe we dont have their SS#, or they are not aware they
should be suing the last 4 of their Fed Tax ID#. Sometimes they are not sure of how to find the bills
online as well.
2What age demographic experiences these types of issues listed above? (Please be specific.)
This tends to be people in the age demographic of 50, and older.
3-
How are you able to direct them? Are there certain tools you use to instruct them?
Again, breakdown how you deal with different age groups.) We give them their PIN #, at times I have
had to register their account for them.
To me it all seems pretty self-explanatory, I dont know that there are any tools that could be helpful in
these cases.
There used to be more issues with online with google chrome, but it seems much better now.
Gloria
Not being able to get in , i.e., forgot password and when go to forget password, sometimes have trouble
there.
2-
Guessing 40 +
Go online to the forgot Password with them.. usually works for me, so have them retry to reregister
Perhaps training for the online issue customers have. We havent been given that, but any info says if
questions, call your specialist. ??
Just maybe training for the reps/specialists who would need to help customers thru the online
questions. There are some younger specialist that know how to address these issues., maybe more tech
Joni
When a customer calls to say that cant get into their email so is what I do is a first ask them if I can
delete there user id and if they say yes then I have them so to our website (Questargas.com) and I walk
them through reregistering and then they can get into their account.
2-
The age group from about 35 and under are very upset that they fill our system is now user friendly and
people older than that are happy that we are able to walk them through getting reset back up.
I just walk them through registering online and it will usually work.
I strongly believe we need to have someone that we can transfer some of these types of calls to in the
case where we simply cant help the customer, to someone with more IT knowledge that what the
normal customer care rep has.
Thank you for asking my opinion.
Kris
a. They forget their user id or password & dont click on the blue line Forgot my User ID or Password?,
but
simply call to have it given to them, which we cannot, so we end up directing them to this handy
little tool that they either didnt see or didnt look for.
b. The emails are sometimes entered with caps, and given case sensitive, it presents a problem down
the road.
c. If they have different person ids, and more than 1 service, they are frustrated that they have to have
2 different logins.
d. When they set up Auto Pay, they dont read the terms, and when its set up after a bill is released,
and then AP doesnt pull, they are frustrated that their next bill shows past due.
e. Sometimes when I customer calls in, its because something isnt working for them, there is a list of
questions that shift coordinator wants forwarded on to them, sometimes when I ask these questions,
the customer doesnt know the answers.
2-
I have no evidence that it is specific to a specific age group. I get calls from people from 18-103.
Although most people over 85 dont call about these issues, probably because they have not purchased
a computer & dont use cell phones.
You see, there is a group of the population that are natural born citizens in the world of computers.
Then, there is the rest of the population that are immigrants to the world of computers and have had to
learn the language on their own. Even if they started to learn that language in 1984 in their precious
spare time, they are still behind those who were sucking their pacifier while they electronically doodled
on their parents desktop.
Its not an age thing, its an exposure thing.
I cannot break this down by age group, as Ive not seen any evidence that its any particular
generation/age group.
If they call about forgetting their user ID or password, I direct them to Forgot my User ID or Password?,
but only if they are in front of their computer, otherwise, I click on it & do it for them, so its sent to the
email.
If I notice the emails are caps, or missing, as they are sometimes, I lower case it & add it.
If there are different person Ids, I send a case+ to billing.
If they missed their due date because they expected ap to cover the bill, advise them & frequently
remove the LPC.
If they are calling in because something just doesnt seem to be working, I go through the list of
questions and email it over to shift coordinator and advise the best I can.
a Regarding points a & d, I dont think there is much we can do about customers who dont choose to
read the info already provided, some of which is in a different color font.- maybe we could bold it, in
case they are color blind, but I think they just dont read.
b is a matter of habit and being careful in setting up the email, whether its them or a rep, especially if
the email address has a name in it.
c is generated by reps just setting up a new acct instead of checking the system for existing acct for the
party calling in. Reps need to check first
It would be helpful to have a person or group of people to send all levels of tech savvy customers to
when they start talking about computer issues.
Karen
The most frequent problem is forgetting their password then of course they cant log into our system.
2-
The age demographic is for 20 65. Lots of people forget their passwords. Generally our website users
are not older than 70. They prefer to call or write a letter.
We remove the web user id from a customers account. The customer needs to register with us again as
if they were a new customer.
We are dealing with privacy issues with customers accounts. I think having them sign in again is the
best solution.
none
Tara
*complaints when customers are trying to enter the info (acct #, user name, password) and it kicks them
out of the WEB and back to the front page.
*customer states system user unfriendly.
*problems with google chrome. Cant log in correctly.
*have been paying each month on line, then all of a sudden they can get in the WEB to pay anymore.
2-
*the largest complaints Ive received is from the techie middle-aged customers that say they are
computer programmers and our computer programmers dont know what they are doing.
*Other issues age ranges 20-60. Evenly spaced.
*Im not the best on the WEB so its difficult for me to help younger customers when they are talking
over my head.
*Im more comfortable in assisting customers more my age.
*techie customers cant believe we dont provide tech support for our customers. They say if we
provide WEB service there should be support for that and not just someone on the phone.
*I feel I need more training to be able to provide assistance for our customers. When our customers
need help we should be able to assist.
Raina
Customers dont understand that they need to register their account before they can access is
using self-created credentials.
Customers dont understand how to read what portion of their balance is past due and what
amount is current (due in the future).
Some have a hard time pulling up their statements, which are in PDF format.
Some customers dont receive their paperless bills.
2-
All customers seem to have issues logging in, registering, and recovering forgotten passwords.
Older customers are adamant that they have entered the right info.
Younger customers skip the registration process.
Our youngest customers (mainly in their 20s) will see that their account is past due but they
tend to think they dont have to pay until the next due date.
Older customers still look for a PDF attachment in order to view their bills.
Customers over 40 years old seem to have more problems in terms of compatibility issues and
generally not understanding what it means to clear their cookies and cache and having JavaScript
enabled. They seem to have more issues with the PDF as well-not having the newest version.
With older customers, it is best to send them pictures or attachments. They are more visual.
Some even prefer to call and have someone walk them through the issue, like registering online.
Younger customers tend to understand instructions as long as they read them. They tend to like
links as well.
It would be nice to have an updated website that does not feature repeated information. As it is,
there are multiple ways to access the same information.
It would be awesome to have something like a technology FAQ or online support section. For
example, it could address the following questions:
1.
Why cant I log into my account? Here it would address that the customer is not registered, they
have entered the wrong info, or explain that account updates (person change) are causing the issue.
2.
Why cant I view my statement? This would include info about having the newest version of
Adobe.
3.
Im not receiving my paperless bills. Why?
The Ways To Pay My Bill section should be more accessible from the home page. Oftentimes, we
receive emails that simply say Pay bill.

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Original Survey

Possibly elderly not savvy with 35-80. ( I am not say 35 is elderly)

Some customers dont receive their paperless bills.

Younger customers skip the registration process.

Im not receiving my paperless bills. Why?

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