Customer Satisfaction Survey

We are all familiar with Clause and Paragrah 

7.2.3 Customer Communication
Identify and establish methods for communication with customers relating to:

  • Product information
  • Inquiries, contracts or order handling including amendments
  • Customer feedback, including complaints

The organization must determine what processes are in place to communicate with clients.

Examples:

  • How does sales get information on customer requirements?
  • How are changes communicated to clients?
  • What system(s) are used for client satisfaction and dissatisfaction data collection?

Survey Example

In the example below, 10 questions with answers on a scale of 1 to 10 rating are used to provide a broad range of customer satisfaction related topics. A scale of 1 to 10 is preferred on a scale of 1 to 5 or something less than 10 because a customer may wish to rate their impression slightly less than can be expected. Therefore, a rating of 9 out of 10 bodes well over a rating  of 4 out 5; (i.e., an A- vs. a B-).

We would like to know what you think of our products and services. Please complete this short survey to provide us with feedback. Using a scale of 1 through 10; a 1 would indicate that you are very dissatisfied with the work product, a 5 would indicate indifference and a 10 would indicate that you are very satisfied.

Q#

Component Rating Key: 1 = Very Dissatisfied – 5 = Neutral – 10 = Very Satisfied Rating

1

Rate your experience with our Sales personnel. Were our personnel prompt, professional, and courteous?

Rate your impression >

2

Rate your experience with the receipt of your order. Was your order correct as ordered?

Rate your impression >

3

Rate your experience with on-time delivery. Did you receive the product on-time as expected?

Rate your impression >

4

Rate your impression of the quality of the product ordered.

Rate your impression >

5

Rate your impression of the value received for the product ordered.

Rate your impression >

6

Rate your experience with our packaging and intact delivery condition.

Rate your impression >

7

Rate your experience our product documents. We upload and publish all product documentation to our web site

http://www.abci-consultants.com, navigate to the ‘download’ option.

Rate your impression >

8

Rate the experience with our Customer Service representatives. Were our personnel prompt, professional, and courteous?

Rate your impression >

9

Rate your experience with the ease of installation, use and serviceability of our products.

Rate your impression >

10

Rate your over-all experience with doing business with us. Would you recommend us to others for the products and experience that you have received?

Rate your impression >

QUESTIONNAIRE TOTAL RATING:

Comments:
 
 
 

Please forward the completed survey to: Jack T. Bogle, Manager of Quality Systems

Access Business Communications, Inc.

16835-236 Algonquin Street

Huntington Beach, CA 92649

Phone:

Fax:

Email:

800-644-2056

714-442-9994

jacktbogle> @ <abci-consultants.com

 Download the Customer Satisfaction Survey template (Word) and calculator log (Excel).

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