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?