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Customer Satisfaction Survey

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Customer Satisfaction Survey

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  1. Customer Satisfaction Survey Customer Satisfaction SurveyPurposeThe purpose of this very brief survey is to help us serve your needs more effectively. Byunderstanding where we are exceeding your expectations, or need to improve, we canallocate our resources to provide better products/services, knowledgeable staff, andexecutive management. Our goal is be proactive in monitoring your satisfaction, so pleaseprovide constructive feedback that we can incorporate into our strategy.InstructionsPlease circle the response that best represents your view. Please circle N/A for anyquestions that you don’t have enough experience to comment on. Following is an exampleof the scaling system.EXCEEDS EXPECTATION UNACCEPTABLE10 9 8 7 6 5 4 3 2 1 N/A

  2. Buying ProcessSales staff professionalism:10 9 8 7 6 5 4 3 2 1 N/AAbility to understand your challenges:10 9 8 7 6 5 4 3 2 1 N/AExpertise of sales staff:10 9 8 7 6 5 4 3 2 1 N/ATurnaround time for delivery:10 9 8 7 6 5 4 3 2 1 N/AQuality & clearness of marketing collateral:10 9 8 7 6 5 4 3 2 1 N/AValue PropositionValue for money:EXCEEDS EXPECTATION UNACCEPTABLE10 9 8 7 6 5 4 3 2 1 N/AOur value proposition is clearly communicated & understood:10 9 8 7 6 5 4 3 2 1 N/ABriefly describe how could we add more value to your organization? Buying ProcessSales staff professionalism:10 9 8 7 6 5 4 3 2 1 N/AAbility to understand your challenges:10 9 8 7 6 5 4 3 2 1 N/AExpertise of sales staff:10 9 8 7 6 5 4 3 2 1 N/ATurnaround time for delivery:10 9 8 7 6 5 4 3 2 1 N/AQuality & clearness of marketing collateral:10 9 8 7 6 5 4 3 2 1 N/AValue PropositionValue for money:EXCEEDS EXPECTATION UNACCEPTABLE10 9 8 7 6 5 4 3 2 1 N/AOur value proposition is clearly communicated & understood:10 9 8 7 6 5 4 3 2 1 N/ABriefly describe how could we add more value to your organization?

  3. Products/ServicesHow effectively does our product/service solve your problems?10 9 8 7 6 5 4 3 2 1 N/AHow would you rate the overall quality of our product/service?10 9 8 7 6 5 4 3 2 1 N/AWhat features could we add or enhance to improve ourproduct/service?Strategic DirectionOverall, how would you rate the strategic focus of our business?10 9 8 7 6 5 4 3 2 1 N/AHow would you rank our business in terms of innovation & marketleadership?10 9 8 7 6 5 4 3 2 1 N/AWhat recommendations could you make to help us serve you better? Products/ServicesHow effectively does our product/service solve your problems?10 9 8 7 6 5 4 3 2 1 N/AHow would you rate the overall quality of our product/service?10 9 8 7 6 5 4 3 2 1 N/AWhat features could we add or enhance to improve ourproduct/service?Strategic DirectionOverall, how would you rate the strategic focus of our business?10 9 8 7 6 5 4 3 2 1 N/AHow would you rank our business in terms of innovation & marketleadership?10 9 8 7 6 5 4 3 2 1 N/AWhat recommendations could you make to help us serve you better?

  4. Customer Service & SupportHow effective are we at reacting and solving your issues?EXCEEDS EXPECTATIONS UNACCEPTABLE10 9 8 7 6 5 4 3 2 1 N/AWhat level of courtesy do you receive from our Customer Serviceteam?10 9 8 7 6 5 4 3 2 1 N/ACompared to your other suppliers, how would you rank our ability toserve you?10 9 8 7 6 5 4 3 2 1 N/AWebsite/Customer PortalDoes our website/customer portal provide a pleasant experience foryou?10 9 8 7 6 5 4 3 2 1 N/AWhat resources could we add to our website/portal to help you?Brand PreferenceHow likely are you to refer colleagues to our business?VERY LIKELY WILL NEVER Customer Service & SupportHow effective are we at reacting and solving your issues?EXCEEDS EXPECTATIONS UNACCEPTABLE10 9 8 7 6 5 4 3 2 1 N/AWhat level of courtesy do you receive from our Customer Serviceteam?10 9 8 7 6 5 4 3 2 1 N/ACompared to your other suppliers, how would you rank our ability toserve you?10 9 8 7 6 5 4 3 2 1 N/AWebsite/Customer PortalDoes our website/customer portal provide a pleasant experience foryou?10 9 8 7 6 5 4 3 2 1 N/AWhat resources could we add to our website/portal to help you?Brand PreferenceHow likely are you to refer colleagues to our business?VERY LIKELY WILL NEVER

  5. 10 9 8 7 6 5 4 3 2 1 N/APlease honestly discuss why you advocate or dissuade others fromworking with us: 10 9 8 7 6 5 4 3 2 1 N/APlease honestly discuss why you advocate or dissuade others fromworking with us:

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