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“The gulf between satisfied customers and completely satisfied customers

can swallow a business.”


- Harvard Business Review

Design a customer Team Members:


satisfaction questionnaire
for a 1.Jagat Singh Dhami
2.Amal Rani
1. Hospital 3.Deepan
2. Hotel 4.Iyyappa Prakash
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 Customer satisfaction, a business term, is a measure
of how products and services supplied by a company
meet or surpass customer expectation. It is seen as a
key performance indicator within business and is part of
the four perspectives of a Balanced Scorecard.

 Ina competitive marketplace where businesses


compete for customers, customer satisfaction is seen as
a key differentiator and increasingly has become a key
element of business strategy.

 There is a substantial body of empirical literature that


establishes the benefits of customer satisfaction for
firms.

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 Customer Satisfaction is the customer’s
perception of the actual service received as
compared to the service they expected.

“Customer Satisfaction lives at the intersection


of reality and expectations.”

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Creating Better Offering Building
Products or compelling deeper
Services customer customer
experience relationships

End goal of customer focused strategies is the


same:

Boosting retention and repurchase


= more sales!!!
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Online
Feedback
Annual Questionnaires
Forms
Customer
Satisfactio
n Surveys
Online
Polls
Customer
Service
CRM Feedback
Other
Surveys
Softwar (Benchmarking
, Employee,
e Phone or
Focus Org
Groups Alignment) Fax
(Formal/ Surveys
informal)
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Questionnaire for Hotel

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Thank you for your recent stay at our hotel.
During your stay you dined at our 5-star
Seafood Emporium Restaurant. We're
conducting a short survey to find out about
your dining experience and what we might
do to improve. Please help us by completing
this short survey.

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1-Strongly agree
2-Agree
3-Neither agree nor disagree
4-Disagree
5-Strongly disagree

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 Service
Strongly  
Disagree Strongly
Agree

  1 2 3 4 5

1. The food was served hot and


fresh
2. The menu had an excellent
selection of items
3. The quality of food was
excellent
4. The food was very tasty and
flavorful
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5. Did you have a reservation?     
[ ]Yes
      [ ]No

6. Approximately how many minutes did you wait


before you were seated?   ………..
   
7. The waiting time was:      
[ ] About what I expected
[ ] A little longer that I expected
[ ] Much longer than I expected

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Strongly  
Disagree Strongly
Agree

 
1 2 3 4 5

8. We were seated promptly


9. A server was there to take our order
quickly
10. The server was friendly and patient
when taking our order
11. Our server coordinated the timing of the
courses perfectly
12. The server was able to answer all our
questions
13. Overall, the service was excellent
14. Considering everything, our dining
experience was a good value
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1. What is your name?..............................................
2. What is your age?
a. 10-16 b. 17-23 c. 24-30 d. 31-37 e. 38 & above

3. What is your gender?


a. Male b. Female

4. What is your present occupation?


a. Business and professional
b. Salaried and semi-professional
c. Skilled worker
d. Laborer
e. Student
5. What is your yearly household income? (INR)
a. 0-50000 b. 60000-100000 c.100001-150000
d. 150001-200000e. 200001-500000 f. 500001 and above

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Questionnaire for Educational Institution.

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We would be grateful if you could
spare a few minutes to complete this
Customer Satisfaction Questionnaire
to help us ensure that our standard of
customer care exceeds expectations
wherever possible.
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The questionnaire prepared for
getting the students view about
their school/college teachers.

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 Exemplary (EXEM) - Performance is consistently
exceptional in meeting performance criteria
demonstrated by providing extraordinary opportunities
for student success through instructional strategies
that confirm the teacher’s expertise and the ability to
reach all students.
 Exceeds Standards (EXS) - Performance is
consistently above average in meeting performance
criteria demonstrated by going beyond the established
standards and instructional practices in reaching all
students.
 Meets Standards (MS) - Performance is
consistently adequate in meeting performance criteria.

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I. PROGRAMS OF STUDY
EXEM EXS MS UNS

A.Bases instruction on adopted


curricula for the school.

B.Demonstrates accurate and


current knowledge in subject field.

C.Develops appropriate lessons to


teach instructional objectives.

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EXEM EXS MS UNS
II. CLASSROOM CLIMATE

A.Establishes procedures and rules that


enhance learning.

B. Encourages students’ attendance.

C.Sets high positive expectations for


student performance.

D.Encourages and acknowledges individual


students’ accomplishments and appropriate
behavior.

E.Treats students in a fair and equitable


manner.

F. Accommodates individual learning


differences.
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III. INSTRUCTIONAL MANAGEMENT SYSTEM EXEM EXS MS UNS

A.Begins lesson or instructional activity with a


review of previous materials as appropriate.

B.Directs and adequately supervises students


to be on task quickly at the beginning of each
instructional activity.

C. Provides instructional pacing that


ensures student understanding.

D.Encourages students to express ideas clearly


and accurately.

E.Designs, delivers, and assesses student


learning activities addressing the state adopted
instructional goals and objectives.

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EXEM EXS MS UNS
V. COMMUNICATION

A.Communicates regularly and


effectively with students, co-
workers, parents/guardians, &
community and exhibits appropriate
interactive skills.

B.Follows confidentiality procedures


regarding students,
parents/guardians, and fellow staff
members.

C.Speaks and writes standard


English clearly, correctly, and
distinctly.

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EXEM EXS MS UNS

VI. PROFESSIONAL WORK HABITS

A.Interacts appropriately with


students, other educational
personnel, and parents.

B. Is punctual with reports,


grades, records, and in
reporting to work.

C. Commands respect by
example in appearance,
manners, behavior, and
language.

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VII. TECHNOLOGY STANDARDS EXEM EXS MS UNS

A.Plans and designs effective


learning environments and
experiences supported by
technology.

B.Implements curriculum plans


that include methods and
strategies for applying
technology to maximize student
learning.

C. Applies technology to
facilitate a variety of effective
assessment and evaluation
strategies. 22
Questionnaire for
Hospital

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We would be grateful if you could spare a few
minutes to complete this Customer Satisfaction
Questionnaire to help us ensure that our standard
of customer care exceeds expectations wherever
possible.

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Since Hospitals require a Exceptional
feedback, few types of rating scales are
used.

RATING SCALE

1. Strongly
1. agree
1. Never
EXCELLENT 2. Agree
2. Rarely
2. VERY 3. Neither
1. YES 3. Occasionall
GOOD agree nor
2. NO y
3. GOOD Disagree
4. Frequently
4. AVERAGE 4. Disagree
5. Always
5. POOR 5. Strongly
Disagree

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1. I got a comfortable waiting room during a visit to the doctor’s office.
[ ]yes [ ]no

2. The waiting time is reasonable for a referral from receptionist to see a


doctor.
[ ]yes [ ]no

3. Did your appointment start on time?


[ ]yes [ ]no

4. Was the receptionist helpful, polite and pleasant?


[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

5. The doctors approach to the patients, with a friendly attitude with


care.
[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

6. The doctors listen carefully the patients problem.


[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

7. Physician asks questions regarding your health history.


[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

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8. Physician discusses treatment options with you, including the expected
course of treatment.
[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

9. The doctor recommends a lot of medicine in a minor case (Fever, cold etc).
[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

10. The doctors are suggesting the proper referral of further treatment in case
of complex disease.
[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

11. Physician explains drugs and other treatments (for example,


psychotherapy), their expected effects, and possible side effects.
[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

12. Sufficient numbers of doctors are available to attend the patients.


[ ]yes [ ]no

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13. The hospital have well equipped lab, that provides report to patient on a time.
[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

14. The medical store of hospital having medically knowledgeable person.


[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

15. Did you find our parking convenient?


[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

16. The hospital providing the timely service in the case of emergency, shortage of
blood, etc. 
[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

17. The employee behaves polite and courtesy towards patient.


[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

 
 
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18. The room of hospital was clean and feel friendly
[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

19. Were you happy with the care you received?


[ ]Strongly agree [ ]Agree [ ]Neither agree nor Disagree [ ]
Disagree
[ ]Strongly Disagree

20. How would you rate the overall quality of service you received ?
[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

21. How can we improve our services? Please give your valuable
comments…

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Food for Thought
The name of the game should be about "giving
customers a memory and experience so great that
they'll want to repeat it." The game is not all about
getting that score—that “TARGET” customer score—
any way possible.

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 Believe customers possess  Don’t spend vast sums of
good ideas money
 Gather customer feedback at  Make it easy for
every opportunity customers to provide
 Focus on continual feedback
improvement – start with top  Leverage technology to
10 issues bugging your aid efforts
customers  Share feedback
 Solicit good and bad feedback throughout the company
 Seek real time feedback  Use feedback to make
quick changes 31
TARGET !!

“You can’t move a mountain in a


day, but you can make it easier to
climb by clearing a path.” 32
 Questionnaire design is a long
process
 evaluation tool
 Questionnaires are like any
scientific experiment.
 One does not collect data and
then see if they found
something interesting.
 One forms a hypothesis and
an experiment that will help
prove or disprove the
hypothesis.
 A questionnaire is a powerful

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 Questionnaires allow the collection of

both subjective and objective data through the


use of

open or closed format questions.


 Modern computers have only made the task
of collecting and extracting valuable material
more efficient.
 However, a questionnaire is only as good as
the questions it contains.
 There are many guidelines that must be met
before our questionnaire can be considered a
sound research tool
 Mindful review and testing is necessary to
weed out

minor mistakes that can cause great changes


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“Questions are the creative acts of intelligence”

QUESTIONS ??????
???????
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