Product/Service Evaluation

Customer satisfaction with product or service with in depth comments



   
 
As per your most recent experience with [COMPANY], how satisfied are you with the customer service you received?
 
Very satisfied
 
Satisfied
 
Neutral
 
Dissatisfied
 
Very dissatisfied
 
N/A
 
   
 
If you were not totally satisfied with the customer service, will you please describe the reason(s) for your dissatisfaction?
   
 
   
 
Will you please describe the aspects of the service that you were completely satisfied with?
   
 
   
 
How satisfied are you with the process of getting your question resolved?
 
Very satisfied
 
Satisfied
 
Neutral
 
Dissatisfied
 
Very dissatisfied
 
   
 
If you were not totally satisfied with the process of getting your question resolved, will you please take a few minutes and describe the reason(s) for your dissatisfaction?
   
 
   
 
If you were satisfied with the process of getting your question resolved, will you please take a few minutes and describe the reason(s) for your satisfaction?
   
 
   
 
How would you rate the [PRODUCT]'s value for money?
 
Excellent
 
Good
 
Fair
 
Poor
 
Not sure
 
   
 
What aspects of [PRODUCT] were of no benefit to you?
   
 
   
 
What aspects of [PRODUCT] were most beneficial for you?
   
 
   
 
Please choose an option that closely represents your opinion about the customer service representative that you spoke to 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
 
   
 
Please choose an option that closely represents your opinion about the process with 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 could best 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 i.e. [COMPANY] customer service, [PRODUCT] features and benefits, and cost. How satisfied are you with the [COMPANY]?
 
Very Satisfied
 
Satisfied
 
Neutral
 
Dissatisfied
 
Very Dissatisfied
 
   
 
If the [PRODUCT] were no longer manufactured by [COMPANY], what would you replace it with?
 
Funtional 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 [COMPANY_PRODUCT] with [COMPETITOR_PRODUCT]?
 
Very certain
 
High chance
 
Low chance
 
No chance
 
Not sure
 
   
 
What are some of the reasons that you are looking to replace [COMPANY_PRODUCT] sometime this year?
   
 

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