Customer Satisfaction Survey

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Customer Satisfaction Survey

The purpose of conducting a customer satisfaction survey is to:

 Better understand how your products and services are perceived in
the marketplace,
 Gauge how your customers feel about your company AND its
products and services, and
 Pinpoint which attributes your customers prefer and value most.

The customer satisfaction survey template is designed to provide you with
a user friendly format to obtain important customer information and
feedback that will enable you to better understand your customers, as well
as your position in the marketplace.

The customer satisfaction survey template will also assist you with
developing a strategic plan to increase customer satisfaction, attract new
customers, and ultimately increase market share.

ALL INFORMATION AND FORMS ARE PROVIDED “AS IS” WITHOUT ANY WARRANTY,
EXPRESS, IMPLIED, OR OTHERWISE, INCLUDING AS TO THEIR LEGAL EFFECT AND
COMPLETENESS. They are for guidance and should be modified to meet your needs and the
© Copyright 2012 Docstoc Inc. 1
laws of your state. Use at your own risk. Docstoc and anyone who participated in providing or
modifying any form is not creating or entering into an Attorney-Client relationship. Docstoc
does not provide legal advice. The information and forms are not a substitute for the advice of
your own attorney.
[INSERT COMPANY LOGO]
[SAMPLE]

[INSERT COMPANY NAME]
Dear Valued Customer:

At [Company name] it is our goal to provide our customers with the best products and services
on the market. To accomplish this goal we are always seeking feedback from those who know
us best on how we can improve our product and service offerings and our customer
interactions. By receiving feedback from you on what we do well and on how we can improve,
we can make the necessary adjustments to help assure that every time you use our products or
services, and every time you contact us, we meet and hopefully exceed your expectations.

Please take a few minutes to complete the following customer satisfaction survey to let us
know how we are doing. We value you as a customer and want to hear how you feel about us.

Very truly yours,

[Insert Name and Job Title of Company Representative]
[Insert Company Name]

Based on what you know about [Company name], please answer the following questions
and/or check the relevant boxes:

1. How long have you been a customer? Check one.

Less than 6 months
6 months to less than a year
1 year to less than 2 years
2 years to less than 5 years
5 or more years

2. When you hear our company’s name, what images or ideas come to mind (something we
stand for)? Please be specific.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

3. What do you value most about [Company name]?
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

4. Why do you choose [Company name] over other companies for its products and services?
Please be specific.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

5. Select up to four (4) words from the following list that you would use to describe [Company
name]? Choose a maximum of FOUR.

Sincere Quality
Professional Average
Competent Reliable
Sophisticated Innovative
Open Successful
Conscientious Intelligent
Agreeable Other _________________

Extremely convenient
Very convenient
Reasonably convenient
Somewhat convenient
Not convenient

7. How likely are you to recommend [Company name] to people you know?

I already have
Very likely
Somewhat likely
Unlikely
I will not recommend
Why not? ___________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

ABOUT THE PRODUCTS AND SERVICES

1. List and describe the types of products and services you purchase from [Company name].
Please be specific.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

2. How satisfied are you with the PERFORMANCE of the PRODUCTS you've recently purchased
from us? Choose one.