Product Satisfaction Survey Template

Product satisfaction survey with in-depth text feedback



   
 
In thinking about your most recent experience with (Company Name), describe the quality of customer service you received:
 
Excellent
 
Good
 
Average
 
Poor
 
Very poor
 
   
 
If you were not totally satisfied with the customer service, please describe the reasons for your dissatisfaction.
   
 
   
 
How would you rate the process of getting your question resolved?
 
Excellent
 
Good
 
Average
 
Poor
 
Very poor
 
   
 
If you were not totally satisfied with the process of getting your problem resolved, please describe the reasons for your dissatisfaction.
   
 
   
 
The value of (Company product), as compared to its price, is:
 
Excellent
 
Good
 
Average
 
Poor
 
Very poor
 
   
 
The following questions pertain to the customer service representative you spoke to most recently.
 
   
 
The customer service representative was very courteous.
 
Strongly Disagree
 
Somewhat Disagree
 
Neutral
 
Somewhat Agree
 
Strongly Agree
 
   
 
The customer service representative handled my call quickly.
 
Strongly Disagree
 
Somewhat Disagree
 
Neutral
 
Somewhat Agree
 
Strongly Agree
 
   
 
The customer service representative was very knowledgeable.
 
Strongly Disagree
 
Somewhat Disagree
 
Neutral
 
Somewhat Agree
 
Strongly Agree
 
   
 
The following questions pertain to the process by which your most recent service contract was handled.
 
   
 
The waiting time for having my questions addressed was satisfactory.
 
Strongly Disagree
 
Somewhat Disagree
 
Neutral
 
Somewhat Agree
 
Strongly Agree
 
   
 
My phone call was quickly transferred to the person who best could answer my question.
 
Strongly Disagree
 
Somewhat Disagree
 
Neutral
 
Somewhat Agree
 
Strongly Agree
 
   
 
The automated phone system made the customer service experience more satisfying.
 
Strongly Disagree
 
Somewhat Disagree
 
Neutral
 
Somewhat Agree
 
Strongly Agree
 
   
 
Consider the total package of (Company Name) including customer service, features and benefits, and cost. How satisfied are you with the (Company Name) company?
 
Strongly Disagree
 
Somewhat Disagree
 
Neutral
 
Somewhat Agree
 
Strongly Agree
 
   
 
If the (Company Product) were no longer available, what would you replace it with?
 
Functional Competitor 1
 
Functional Competitor 2
 
Functional Competitor 3
 
In-Kind Competitor 1
 
In-Kind Competitor 2
 
In-Kind Competitor 3
 
Other
    
 
   
 
All things considered, over the next 12 months how likely are you to replace your (Company's Product)?
 
Certain
 
High Chance
 
Not sure
 
Low Chance
 
Never
 
   
 
If you are looking to replace (Company Product), what are some of the reasons for doing so?
   
 

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