Value Propositions

This questionnaire shows how to measure both the satisfaction of and the importance to your customers of your value propositions. With this questionnaire you may find that customers are very satisfied with your brochures and documentation, but do not consider them important, a sign you may be spending too much money on them.


   
You are invited to join this Voice of the Customer survey of [COMPANY]. We will use your information to improve our services for you and other customers of [COMPANY].


The survey will take just five minutes to complete.


All information about you will be kept confidential and will not be given to any other third parties.

Thank you!
 
   
Here are some statements about the products of [COMPANY]. Please indicate your level of agreement with each statement.
 
   
Totally disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
I am satisfied with the quality of products at (COMPANY).
The quality of the products at (COMPANY) shop is important to me.
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally agree
I am satisfied with the value for money I get from (COMPANY).
The value for money I get from (COMPANY) is important for me.
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
I am satisfied with the reliability of the products of (COMPANY).
The reliability of products of (COMPANY) is important to me.
 
   
Here are some questions about the service of (COMPANY).
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
I am satisfied with the money back guarantee at (COMPANY).
The money back guarantee at (COMPANY) is important to me.
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
I am satisfied with the expertise of the (COMPANY) service staff.
The expertise of the (COMPANY) service staff is important to me
 
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
I am satisfied with the fast response of the (COMPANY) service staff
The fast response of the (COMPANY) service staff is important to me.
 
   
Now three questions about your relationship with (COMPANY).
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
The (COMPANY) sales people are friendly.
The friendliness of the (COMPANY) sales people is important to me.
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
The expertise of the (COMPANY) sales people is high.
The expertise of the (COMPANY) sales people is important to me.
 
   
Totally Disagree 2 3 4 5 Neutral 7 8 9 Totally Agree
(COMPANY) understands me and my needs.
(COMPANY)'s understanding of me and my needs is important to me.
 
   
Very Satisfied Satisfied Neutral Not Satisfied Very Dissatisfied
Overall, how satisfied are you with (COMPANY)?
 
   
Agree Neutral Disagree
I am likely to provide enthusiastic referrals for (COMPANY).
 
   
Do you have any comments suggestions for (COMPANY)?
   
 
 
 
Would you like to receive a summary report of this survey?
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Thank you very much for participating in this valuable survey!
 

Voice of the customer Surveys

Loyalty Acid Test - Fundraising Version

25 questions

This no-nonsense questionnaire was supplied copyright free from Frederick E. Reichheld, author of two best-sellers: The Loyalty Rules! and The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value. Reichheld, a Bain Company consultant, is a well-known (and often quoted) speaker.

Voice of the customer Surveys

Emotional Ties

11 questions

Do your customers really have an emotional tie with your company or brand? This questionnaire will give you the answer. This survey was developed and tested by Maarten Tolboom, a consultant with TNS NIPO in cooperation with the Foundation for Commercial Communications in Amsterdam. Maarten tested the emotional ties of customers with 10 national brands: Vodaphone, Albert Hein supermarkets, Heineken beer,, Grolsch beer, the Postbank, ING bank, Becel margarine, and two national newspapers.