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Firmoo Customer Survey
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Would you please take about 1 to 2 minutes to complete the survey? Your feedback will help us make shopping on firmoo.com delightful and easy.
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(Multiple choice) Where did you learn about Firmoo?
Social media such as Facebook, Instagram and Twitter.
Friends/families recommend.
Search online.
Other
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How likely are you to recommend Firmoo to a friend or a colleague? *
0 (Not likely at all)
10 （Extremely likely）
0
1
2
3
4
5
6
7
8
9
10
(Choose all that apply) What's the reason for your score? *
【Multiple】
The customer service is excellent.
Affordable products
The website is very user-friendly.
The shipping is fast.
The products are in good quality and there are so many styles to choose from.
Other
How can we improve firmoo.com? (free text)
(Choose all that apply) What's the reason for your score? *
【Multiple】
The service is very frustrating.
The products are very frustrating.
The website is not user-friendly.
Other
(Choose all that apply) What are the frustrating aspects of the poor experience about the website? *
【Multiple】
It's difficult to search a frame I like.
It's too difficult to fill in the prescription.
The ordering process about the selecting lenses is too complicated.
Too many payment failure issues and do not know how to solve it.
The Try On function does not work. It's not accurate.
(Choose all that apply) What are the frustrating aspects of the poor experience about the service? *
【Multiple】
Bad customer service
Unfriendly exchange and return policy.
Other
(Choose all that apply) What are the frustrating aspects of the poor experience about the products? *
【Multiple】
Not many styles
Low frame quality
Lack of some functional lenses
Low lenses quality
High price
Other
(Choose all that apply) What's the problem about how to select the lenses? *
【Multiple】
Do not know how to select the lens usages.
Do not know how to select the lens types.
Do not know how to select the lens thickness.
Do not know how to select the lens coatings.
Other
(Choose all that apply) What's the problem about the payment issues? *
【Multiple】
Always have PayPal payment issues.
Always have Credit Card payment issues.
Other
(Choose all that apply) What are the frustrating aspects of the poor experience about the customer service? *
【Multiple】
The customer service is just like a robot.Always give me the same response.
The customer service is very rude and the service attitude is negative.
Not being able to solve my issue in time.
Lack of the knowledge or ability to solve my issue.
Other
(Choose all that apply) What are the frustrating aspects of the poor experience about the exchange or return? *
【Multiple】
Strict exchange and return policy. The warranty is too short.
The exchange and return procedure is too complicated. Have to submit so many information.
Take too long a time to complete the exchange or return.
Other
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(Multiple choice) Which of the following best describes you?
I just made my first purchase on firmoo.com
I am a returning customer
This is my first visit to firmoo.com
I am a returning visitor, have not purchased yet
Your Email Address (Optional)
Evaluation object score
