HP Computer User,

HP has made some significant changes in the past six months
with the procedures in their Response Centers.  We are
administering this survey to gauge customer feedback to
these changes.

Thank you for taking time to assist us in giving feedback to
Hewlett-Packard.  The results of this survey will be posted to the
following web page:

http://www.interex.org/advocacy.html

HP Response Center Survey
=========================
DIRECTIONS:
* Please mark the check boxes [ ] with an "X".  Place only one
  X per question unless otherwise indicated. Please also retain
  the original formatting.
* Please e-mail the survey back by Friday, September 18th, 1998
  to: [log in to unmask]

Questions:

1) When was the last time you used the Response Center (check one):

01A. [ ] June-August 1998
01B. [ ] March-May 1998
01C. [ ] January-February 1998
01D. [ ] 1997 or before

(Please answer the questions below for your experiences with the response
 center during the period checked above)

2) How satisfied are you with the EASE of reaching an appropriate
Response Center Engineer for your problem (check one):

02A. [ ] very satisfied
02B. [ ] somewhat satisfied
02C. [ ] neutral
02D. [ ] somewhat dissatisfied
02E. [ ] very dissatisfied

3) How satisfied are you with the LENGTH OF TIME it takes before a
knowledgeable response center engineer is in contact with you and working
on your problem (check one):

03A. [ ] very satisfied
03B. [ ] somewhat satisfied
03C. [ ] neutral
03D. [ ] somewhat dissatisfied
03E. [ ] very dissatisfied

4) How satisfied are you with the LENGTH OF TIME it takes to resolve a
problem and close the ticket (check one):

04A. [ ] very satisfied
04B. [ ] somewhat satisfied
04C. [ ] neutral
04D. [ ] somewhat dissatisfied
04E. [ ] very dissatisfied

5) How satisfied are you with the EFFECTIVENESS of the solution
provided by the Response Center (check one):

05A. [ ] very satisfied
05B. [ ] somewhat satisfied
05C. [ ] neutral
05D. [ ] somewhat dissatisfied
05E. [ ] very dissatisfied

6) If the problem required coordination with multiple engineers, how
satisfied are you that an engineer had assumed "ownership" of  your
problem (check one):

06A. [ ] very satisfied
06B. [ ] somewhat satisfied
06C. [ ] neutral
06D. [ ] somewhat dissatisfied
06E. [ ] very dissatisfied

7) Please rate your CURRENT experiences with the response center
compared to your experiences before March 1998 (check one):

07A. [ ] much better
07B. [ ] somewhat better
07C. [ ] haven't noticed much difference
07D. [ ] somewhat worse
07E. [ ] much worse

8) What is your level of software support (if you have multiple
machines that have different levels of support, check the highest
level):

08A. [ ] Mission Critical
08B. [ ] Global
08C. [ ] Priority/Priority Plus
08D. [ ] Response Center
08E. [ ] Materials Only
08F. [ ] none

Thanks for taking part in this survey!

00. Survey control codes.  (please retain these values)

00A. 1998G
00B. B