Professional Documents
Culture Documents
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Customer Satisfaction is the customer’s
perception of the actual service received as
compared to the service they expected.
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Creating Better Offering Building
Products or compelling deeper
Services customer customer
experience relationships
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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
10
Strongly
Disagree Strongly
Agree
1 2 3 4 5
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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
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EXEM EXS MS UNS
II. CLASSROOM CLIMATE
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EXEM EXS MS UNS
V. COMMUNICATION
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EXEM EXS MS UNS
C. Commands respect by
example in appearance,
manners, behavior, and
language.
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VII. TECHNOLOGY STANDARDS EXEM EXS MS UNS
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
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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
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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
16. The hospital providing the timely service in the case of emergency, shortage of
blood, etc.
[ ]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
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 !!
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Questionnaires allow the collection of
QUESTIONS ??????
???????
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