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In thinking about your most recent experience with [COMPANY], was the quality of customer service you received:
 
Very Poor
 
Somewhat Unsatisfactory
 
About Average
 
Very Satisfactory
 
Superior
 
 
 
If you indicated that the customer service was unsatisfactory, would you please describe what happened?
   
 
 
 
The process for getting your concerns resolved was:
 
Very Poor
 
Somewhat Unsatisfactory
 
About Average
 
Very Satisfactory
 
Superior
 
 
 
Would you please take a few minutes to describe what happened?
   
 
 
 
Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are you with the [PRODUCT]:
 
Very Poor
 
Somewhat Unsatisfactory
 
About Average
 
Very Satisfactory
 
Superior
 
 
 
Would you please take a few minutes to describe why you are not satisfied with the product?
   
 
 
Customer Service Representative


The following questions pertain to the customer service representative you spoke with most recently. Please indicate whether you agree or disagree with the following statements
Strongly Agree Agree Neutral Disagree Strongly Disagree
The customer service representative was very courteous
The customer service representative handled my call quickly
The customer service representative was very knowledgeable
 
 
 
Are there any other comments about the customer service representative you would like to add?
   
 
 
The Process


The following questions pertain to the process by which your most recent service contract was handled. Please indicate whether you agree or disagree with the following statements.
Strongly Agree Agree Neutral Disagree Strongly Disagree
The waiting time for having my questions addressed was satisfactory
My phone call was quickly transferred to the person who best could answer my question
The automated phone system made the customer service experience more satisfying
 
 

Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied
Considering the total package offered by including customer service, [PRODUCT] features and benefits, and cost; how satisfied are you with [COMPANY]? COMPANY
 
 
 
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.



If you have any comments or concerns about this survey please Contact: -

[COMPANY]

[MANAGER_NAME]

[ADDRESS_1]

[ADDRESS_2]

[CITY], [STATE], [ZIP]

 
 
 
Dear Customer:



As the manager of [COMPANY], I want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for ...... We hope that you will accept this as a token of our good will.



Sincerely,

[MANAGER_NAME]

Manager
 
 
How satisfied are you with regarding the following items?
PRODUCT
Very Unsatisfied Unsatisfied Neutral Satisfied Very Satisfied Not Applicable
Overall quality
Value
Purchase experience
Installation or first use experience
Usage experience
After purchase service (warranty, repair, customer service etc)
 
 
 
How often do you use [PRODUCT]?

 
Once a week or more often
 
2 to 3 times a month
 
Once a month
 
Every 2-3 months
 
2-3 times a year
 
Once a year or less often
 
Do not use
 
 
 
Overall, how satisfied are you with [PRODUCT]?
 
Very Unsatisfied
 
Unsatisfied
 
Somewhat Satisfied
 
Very Satisfied
 
Extremely Satisfied
 
 
 
Compared to other [PRODUCT CATEGORY] that are available, would you say that [PRODUCT] is...
 
Much better
 
Somewhat better
 
About the same
 
Somewhat worse
 
Much worse
 
Don't know or never used
 
 
 
Will you use/purchase [PRODUCT] again?
 
Definitely will
 
Probably will
 
Might or might not
 
Probably will not
 
Definitely will not
 
Never used
 
 
 
How likely are you to recommend [PRODUCT] to others?
 
Definitely will recommend
 
Probably will recommend
 
Not sure
 
Probably will not recommend
 
Definitely will not recommend
 
Never Used
 
 
 
Based on your experience with [PRODUCT], how likely are you to buy a [OTHER PRODUCT] again?


 
Very Unlikely
 
Unlikely
 
Somewhat Unlikely
 
Very Likely
 
Extremely Likely
 
 
 
If you contacted [COMPANY] customer service, were all problems resolved to your complete satisfaction?
 
Yes, by the company or its representatives
 
Yes, by me or someone outside the company
 
No, the problem was not resolved
 
No problems/No contact with customer service
 
 
 
If you have additional comments for [COMPANY] about your experience with [PRODUCT] that have not been addressed in the survey, please enter them below.
   
 
 
 
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.



If you have any comments or concerns about this survey please Contact: -

Company Name

Address 1

Address 2

City, State, ZipCode

 
Please contact [email protected] or click here if you have any questions regarding this survey.
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