Client Satisfaction Surveys

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					This document sets forth a comprehensive guide and plan for performing a client
satisfaction survey. The report includes: methodologies, demographic research, how to
evaluate customer/client satisfaction, and how to understand the survey result. This
document includes a sample Customer Service Department Satisfaction Survey with
sample questions such as the client’s interaction with staff, staff response times, and
whether staff was able to resolve the client’s issue. This document can be modified to
fit the needs of any company seeking to survey the satisfaction of its clients.
                  2013
Client Satisfaction Surveys
                     Client Satisfaction Surveys


Table of Contents
Executive Summary .............................................................................. 2
Methodology ........................................................................................ 2
Demographics ...................................................................................... 4
Overall Satisfaction ............................................................................... 5
The Survey .......................................................................................... 7
The Survey Results ............................................................................. 10




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Executive Summary
        Consumers were asked to par take in an anonymous Client Satisfaction
Survey to help the Company’s Customer Service Department evaluate the
effectiveness of their services. The questionnaire contained questions about
the client’s most recent experience.         It asked questions about their
interaction with staff, staff response times and whether their issue was
resolved. The survey also asked the respondent to give an overall summary
of their experience.    A total of 325 responses were received from surveys
mailed to 1000 customers.

        The individual questions on the survey were worded as positive
statements. The survey question asked for responses to:

           Overall communication response time

           The Customer Service Representative’s level of knowledge

           The characteristics of the Customer Service Representative

           Whether the problem had actually been resolved


Methodology
        In June, 2009, Client Satisfaction Surveys were administered to a total
of 1000 customers who were asked to complete the survey and mail it back
to the survey administrator in the pre-paid postage envelope by July 15,
2009.

        The Customer Satisfaction Survey asked the respondents about their
level of satisfaction during their most recent contact with the company’s
customer service department. The survey forms were developed with input
				
DOCUMENT INFO
Description: This document sets forth a comprehensive guide and plan for performing a client satisfaction survey. The report includes: methodologies, demographic research, how to evaluate customer/client satisfaction, and how to understand the survey result. This document includes a sample Customer Service Department Satisfaction Survey with sample questions such as the client’s interaction with staff, staff response times, and whether staff was able to resolve the client’s issue. This document can be modified to fit the needs of any company seeking to survey the satisfaction of its clients.
This document is also part of a package Customer Relationship Management Starter Kit 5 Documents Included