2 Questionnaire Customer Expectations by 9DvZVQ

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									                                                                   amonavi consulting group inc
                                                                    The (art + science) of Customer Service


                        Questionnaire – customer expectations

CUSTOMER TYPE: _______________________________________________________

REPORTER: _____________________________________________________________
                                                         Does this          How important ?
  Do your customers have the following expectations?   apply at all in   0 – don’t know
                                                        your office?     1 – not at all
                                                                         5 – absolutely

1. Appointment will start on time.                     Yes        No       0      1 2 3 4 5

2. Reasonable length of time for the work.             Yes       No        0      1 2 3 4 5

3. Professional approach by all staff.                 Yes       No        0      1 2 3 4 5

4. Service provider knows what to do (trust).          Yes       No        0      1 2 3 4 5

5. Staff has strong technical skills.                  Yes       No        0      1 2 3 4 5

6. Treated as a person, not a number.                  Yes       No        0      1 2 3 4 5

7. Expect the pain to be managed.                      Yes       No        0      1 2 3 4 5

8. Payment process is smooth.                          Yes       No        0      1 2 3 4 5

9. Pleasant environment.                               Yes       No        0      1 2 3 4 5

10. To be kept informed.                               Yes       No        0      1 2 3 4 5

11.                                                    Yes       No        0      1 2 3 4 5

12.                                                    Yes       No        0      1 2 3 4 5

13.                                                    Yes       No        0      1 2 3 4 5

14.                                                    Yes       No        0      1 2 3 4 5




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