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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]


© Copyright 2012 Docstoc Inc.                                                     2
ABOUT THE COMPANY

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 _________________

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    6. How convenient is our company to use?

           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.

           Very satisfied
           Somewhat satisfied
           Neutral
           Somewhat dissatisfied
           Very dissatisfied

     3. How satisfied are you with our PRICES? Choose one.

           Very satisfied
           Somewhat satisfied
           Neutral
           Somewhat dissatisfied
           Very dissatisfied

© Copyright 2012 Docstoc Inc.                                                      4
     4. How satisfied are you with the QUALITY of the PRODUCTS you've recently purchased from us?
         Choose one.

           Very satisfied
           Somewhat satisfied
           Neutral
           Somewhat dissatisfied
           Very dissatisfied

     5. How satisfied are you with the QUALITY of SERVICE you've recently received from us? Choose
         one.

           Very satisfied
           Somewhat satisfied
           Neutral
           Somewhat dissatisfied
           Very dissatisfied

     6. How satisfied are you with the VARIETY of PRODUCTS and SERVICES that we currently offer?

           Very satisfied
           Somewhat satisfied
           Neutral
           Somewhat dissatisfied
           Very dissatisfied

     7. How satisfied are you with the CUSTOMER SERVICE you received from [Company name]?

           Very satisfied
           Somewhat satisfied
           Neutral
           Somewhat dissatisfied
           Very dissatisfied


     8. How satisfied are you with your interactions with our EMPLOYEES?

           Very satisfied
           Somewhat satisfied
           Neutral
           Somewhat dissatisfied
           Very dissatisfied




© Copyright 2012 Docstoc Inc.                                                          5
       Comments:
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

     9. Are there any opportunities for [Company name] to improve its products, services or
        customer interactions? Choose one.

           Yes
           No

       If Yes, what can we do in the future to increase your satisfaction with [Company name]?
       Please be specific.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________


ABOUT THE COMPETITION

    1. Compared to our competitors, how do we rank? Check one.

           Much worse than our competitors
           Somewhat worse than our competitors
           The same as our competitors
           Somewhat better than our competitors
           Much better than our competitors

    2. What is it that makes us unique from our competitors? Check all that apply.

           Product/Service offerings
           Customer Support/Service
           Quality
           Price
           Convenience
           Nothing

       Based on your selection(s) above, please explain why.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________




© Copyright 2012 Docstoc Inc.                                                            6
    3. Compared to our competitors, are our PRICES more reasonable, less reasonable, or about the
       same?

           More reasonable
           About the same
           Less reasonable

   4. Which company do you believe offers the BEST products? Please list the company and its
       products and explain what makes them the best.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

   5. Which company do you believe offers the BEST services? Please list the company and its
       services and explain what makes them the best.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________

   6. Which company do you believe offers the worst products and services? Be specific.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________




© Copyright 2012 Docstoc Inc.                                                          7
ABOUT YOU

To get to know you better, we would appreciate it if you would complete the following optional section.
Please check the boxes that best describe you.

    1. Gender

             Female
             Male
             Prefer not to answer

    2. Age

           18 years of age or younger
           19 - 25 years of age
           26 –40 years of age
           41 – 55 years of age
           Over 55 years of age
           Prefer not to answer

    3. What is your employment status? Choose one.

           Employed full-time
           Employed part-time
           Self-employed
           Temporarily unemployed
           Retired
           Full-time student
           Other, please specify ____________________________
           Prefer not to answer

    4. What is the highest level of education you have completed? Choose one.

           Less than 12th grade
           High school degree or equivalent
           Some college, but no degree
           Associate's degree
           Bachelor's degree
           Graduate degree
           Prefer not to answer




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    5. Which of the following most accurately describes your personal relationship? Choose one.

           Married with children
           Married without children
           Single with children
           Single without children
           Prefer not to answer

    6. Who do you live with? Choose all that apply.

           Alone
           Roommates
           Parents
           Boyfriend/girlfriend
           Spouse
           Children
           Prefer not to answer

    7. Including yourself, how many people reside in your household? Choose one.

           1
           2
           3
           4
           5+
           Prefer not to answer

    8. What is your total annual household income before taxes? Choose one.

           Under $20,000
           $15,000 - $34,999
           $35,000 - $54,999
           $55,000 - $74,999
           $75,000 - $99,999
           $100,000 or over
           Prefer not to answer




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    9. Which category best describes your ethnic background? Choose one.

            African American
            American Indian, Eskimo, or Aleut
            Asian or Pacific Islander
            Hispanic or Latino
            White or Caucasian
            Other, please specify ____________________________
            Prefer not to answer

   10. Please enter any additional comments you would like to share with us.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________




Thank you for taking the time to complete our survey! Your responses will help
                            us to better serve you.

   Please return the completed survey to us at the address listed below – or,
simply give us a call and we would be happy to stop by and pick it up from you!

                                ENTER COMPANY CONTACT INFORMATION
                                          COMPANY NAME
                                              ADDRESS
                                        TELEPHONE NUMBER
                                            FAX NUMBER
                                          E-MAIL ADDRESS
                                              WEBSITE




© Copyright 2012 Docstoc Inc.                                              10

				
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