INTERNAL CUSTOMER SATISFACTION SURVEY

QUESTIONNAIRE
Please take a few minutes to complete this questionnaire. Your answers will be completely
anonymous, but your views, in combination with those of others are extremely important in
performance measurement at (Company).

Department..(Optional)
1. How many years have you worked for (Company)??

2. In the following attributes, where would you rate (Company)? (tick one)

Excellent

Good

Satisfactory

Poor

Timely delivery
Product quality
Customer care
Environmental Issues

3. In your opinion, what do you think should be done to improve on the above attributes?

Timely
Delivery
Product
quality
Customer
Care
Environmental
Issues

4. On a scale of 1-5 where 1 is worse,2 is bad, 3 good, 4 fair, 5 excellent please rate the
departments:

Sales & Marketing:

Production:
Engineering:
Safety, Health & Environment:
Mobile Plant:
ICT
FINANCE
QUARRY OPERATIONS
AUDIT
PROCUREMENT
HUMAN RESOURCES
STORES
Please
Comment:.........................................................................................................................................
.......................................................................................................................................................................

5. What do you think is the weakest point?

Excellent
Sales & Marketing
Production
Stores
Safety, Health & Environment
Finance

Good

Satisfactory

Poor

Audit
Procurement
ICT
Quarry Operations
Human Resource

Comments:........................................................................................................................................
........................................................................................................................................................................
6. From the following, tick the metrics you use in measuring Performance in Company.
Used to a
Used to a
Used to a
Used to a
Not used at
Parameter
very great
great extent
moderate
little extent
all(1)
extent (5)
(4)
extent(3)
(2)
Cost of
Ownership
Cost of raw
materials
No of stocks
out
Delivery time
Technology
integration
Delivery
Quantity
Lead time
Meeting
customers due
date
Environmental
measures