Evaluating Customer Coca-Cola Customer Service Experience
Dear Participant,Thank you for taking the time to participate in this academic research survey. This questionnaire is part of a study titled “Evaluating Customer Service Strategies of The Coca-Cola Company,” conducted as part of a Research Skills course. The aim is to understand customer experiences and perceptions regarding Coca-Cola’s customer service.Your responses will remain completely anonymous and confidential. The data collected will be used solely for academic purposes. The survey should take approximately 5–7 minutes to complete.By proceeding, you consent to participate in this study.Thank you for your contribution.
*1. How often have you contacted Coca-Cola customer service in the past 12 months?
Never
Once
2–3 times
4–5 times
More than 5 times
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*2. Which channels have you used to contact Coca-Cola customer service? (Select all that apply)
Phone
Email
Social Media (e.g., Facebook, Twitter, Instagram)
Live Chat on website
Mobile App
Other
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*3. How satisfied are you with the response time of Coca-Cola’s customer service?
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
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*4. Did the customer service resolve your issue effectively?
Yes, completely
Partially
No
I did not have a specific issue (general inquiry)
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*5. How would you rate the politeness and professionalism of the customer service staff?
Excellent
Good
Average
Poor
Very Poor
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*6. How likely are you to recommend Coca-Cola to others based on your customer service experience?
Very Likely
Likely
Neutral
Unlikely
Very Unlikely
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*7. How does Coca-Cola’s customer service compare to that of other beverage brands (e.g., Pepsi, Dr Pepper)?
Much Better
Somewhat Better
About the Same
Somewhat Worse
Much Worse
I have not used other brands’ customer service
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*8. What improvements would you suggest for Coca-Cola’s customer service?