Outstanding results from Encore’s Customer Service Survey

October 2006

As a part of Encore’s Continuous Quality Improvement Program, our customers were surveyed in order to receive feedback about our service and how we can improve.

The survey began July 13, 2006 and concluded August 10, 2006. Encore received a 10% response rate from callers during this period. To encourage participation, callers entered a drawing to receive Colts tickets. Two winners were chosen at random to receive lower level Colt’s tickets for the November 12th game against the Buffalo Bills.

Results

• The overwhelming response from callers to the 3 key questions about service was that the customer service representatives either met or exceeded expectations. The results for meeting and exceeding expectations are listed below.
• 99% responded that the call was answered in a reasonable amount of time.
• 98% responded that the customer service representative was friendly, courteous and knowledgeable.
• 95% responded that their questions were answered to their satisfaction.

Encore is proud of these results, and will continue to work hard to give you the best service when you call us. Remember you “Get More with Encore.”