Thank you for giving us the opportunity to serve you better.
Please help us by taking a few minutes to
tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations.
COMPANY
Very Strongly Agree Strongly Agree Agree Disagree Strongly Disagree Very Strongly Disagree Stores are conveniently located.
Store hours are convenient for my shopping needs.
Store atmosphere and decor are appealing.
A good selection of products was present.
(Store) has the lowest prices in the area.
Merchandise sold is of the highest quality.
The merchandise sold is a good value for the money.
Merchandise displays are attractive.
Advertised merchandise was in stock.
Overall, I am very satisfied with the store.
I am very satisfied with the price I paid for what I bought.
I am very satisfied with the merchandise I bought.
In thinking about your most recent experience with [COMPANY], was the quality of customer service you received:
Very Poor
Somewhat Unsatisfactory
About Average
Very Satisfactory
Superior
If you indicated that the customer service was unsatisfactory, would you please describe what happened?
The process for getting your concerns resolved was:
Very Poor
Somewhat Unsatisfactory
About Average
Very Satisfactory
Superior
Would you please take a few minutes to describe what happened?
Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are you with the [PRODUCT]:
Very Poor
Somewhat Unsatisfactory
About Average
Very Satisfactory
Superior
Would you please take a few minutes to describe why you are not satisfied with the product?
Customer Service Representative
The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree or disagree with the following statements
Strongly Agree Agree Neutral Disagree Strongly Disagree The customer service representative was very courteous
The customer service representative handled my call quickly
The customer service representative was very knowledgeable
Are there any other comments about the customer service representative you would like to add?
The Process
The following questions pertain to the process by which your most recent service contract was handled. Please indicate whether you agree or disagree with the following statements.
Strongly Agree Neutral Disagree Strongly
Agree Disagree The waiting time for having my questions addressed was satisfactory
My phone call was quickly transferred to the person who best could answer my question
The automated phone system made the customer service experience more satisfying
Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied Considering the total package offered by including customer service, [PRODUCT] features and benefits, and cost; how satisfied are you with [COMPANY]?
COMPANY
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.
If you have any comments or concerns about this survey please Contact: -
[COMPANY]
[MANAGER_NAME]
[ADDRESS_1]
[ADDRESS_2]
[CITY], [STATE], [ZIP]
Please rate the following characteristics of the service representative on a scale from 1 to 5, where 1 means poor service and 5 means excellent service. If you did not deal with a service representative, please select 6.
1 Poor 2 Fair 3 Good 4 Very Good 5 Excellent 6 N/A Knowledge of the product
Courteousness
Willingness to help
Efficiency/quickness
Ability to complete transaction
Overall, how satisfied are you with [PRODUCT]?
Very Unsatisfied
Unsatisfied
Somewhat Satisfied
Very Satisfied
Extremely Satisfied
In evaluating your most recent customer service experience, was the quality of service you received:
Very poor
Somewhat unsatisfactory
About average
Very satisfactory
Superior
Please describe if there was any particular aspect of the service experience that stood out:
The process of getting your problem resolved was:
Very poor
Somewhat unsatisfactory
About average
Very satisfactory
Superior
Please describe if there was any particular aspect of the process that stood out:
Customer Service Representative
The customer service representative as very courteous.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
Which of the following qualities of the service representative stood out (as being superior)?
Patient
Enthusiastic
Listened carefully
Friendly
Responsive
Other
What qualities of the customer service representative irked you?
Not patient
Not enthusiastic
Didn't listen carefully
Unfriendly
Unresponsive
Other
No qualities irked me
The customer service representative handled my call quickly.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
What would best describe your experience, when you called?
Kept me waiting on hold
Had to explain several times
Didn't know how to handle problem
Had to ask others
Spoke slowly
Other
No improvement needed
The customer service representative was very knowledgeable.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
The customer service:
Gave me the wrong information
Didn't understand the question
Gave unclear answers
Couldn't solve problem
Disorganized
Other
No improvement needed
The waiting time for having my question addressed was satisfactory.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
My phone call was quickly transferred to the person who could best assist me:
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
Over the next 12 months, how likely are you to replace your (product) with another (product or brand)?
Certain
High chance
Equal chance
Low chance
Never
In your most recent customer service experience, how did you contact the
representative?
In Person
By Telephone
Internet
Through a Dealer/Retailer/Broker
Oth er
Strongly Agree Agree Neutral Disagree Strongly Disagree Sufficient information was available on the internet to solve my problem.
About how long did you have to wait before speaking to a representative?
I was taken care of immediately
Within 3 minutes
3-5 minutes
5-10 minutes
More than 10 minutes
Did our representative... (Select all that apply)
Quickly identify the problem
Appear knowledgeable and competent
Help you understand the cause and the solution to the problem
Handle issues with courtesy and professionalism
About how long did it take to get this problem resolved?
Immediate Resolution
Less than a day
Between 2 and 3 days
Between 3 and 5 days
More than a week
The problem is still not resolved
How many times did you have to contact customer service before the problem was corrected?
Once
Twice
Three Times
More than Three times
Very Satisfie d Somewh at Satisfied Neutr al Somewha t Dissatisfi ed Very Dissatisfi ed Overall, how satisfied are you with the customer service experienc e?
If you were less than totally satisfied, what could have been done to serve you better?