Customer Feedback Checklist

Customer Feedback Action Plan is created to help business managers in investigating customers’
impressions about quality of service they (customers) received. In this action plan you can find out
the following categories to be elaborated into specific questions:
 Key performance measures of your business service;
 Perceive quality and usefulness of service;
 Competence of employees;
 And much more…

Customer Feedback Checklist:

 Specific parameters which are the key success indicators for a type of service or product your
company provides (a layout of different aspects important to your business success, along with a
scale to evaluate them – offer a customer to rate these parameters according to performance);
For example: a hotel’s specific parameters predefining its business success include every trait
that characterizes state of the hotel rooms:
o Cleanliness;
o Quietness;
o Spaciousness;
o Interior adequateness, etc;
 Quality of service provided: customer’s subjective perception or impression of how well he was
served (personal likes and dislikes are to be accurately recorded and investigated);
 Competence of employees interacting with the customer:
o Their professional level (ability to carry out their direct functions and duties);
o Courtesy, friendliness and attention demonstrated;
o Understanding of customer requirements and responsiveness to them;
o Appearance, language and other interpersonal attitudes;
o Any other likes and dislikes in behavior of the personnel;
 Satisfaction level to which the company managed to meet the customer expectations:
o Helpfulness of services rendered by the company;
o Level of satisfaction achieved in a result of service;
o Compliance of the services with the customer expectations;
o Compliance of the services with the company’s specifications (promise);
o Adequateness of the service rendered to the price paid for it;
o Readiness of the customers to be back for more;
 Comparison against the competitors (formulated in correct terms);
For example: “How would you rate us against other car services you’ve used?”
o Better;
o Same;
o Worse;
 Punctuality, support and performance of the services:
o Have the products been delivered right on-time and on-quality?
o Were the information and support delivered by our representatives helpful?
o How can you rate the quality of the packing service provided?
o Any complaints or suggestions?
 Room for improvement:
o Any suggestions or claims on service, product, personnel;
o Any vision to improve current quality of service;
o Any things a customer would change in a way the company works;
o Impressions on corporate logo and style;
 Any special thanks, praises or likes;