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Survey Template Library

Voice of Customer Surveys

QuestionPro is recognized as a leading online provider of customer satisfaction surveying solutions. The QuestionPro survey system is an end to end solution for tracking customer satisfaction. An effective customer satisfaction survey program should focus on measuring customer perceptions of how well the company delivers on the critical success factors and dimensions of the business. These usually include factors like service promptness, staff responsiveness, and understanding of the customer's problem.

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. 11

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. 29

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. 25

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