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Customer Service

Customer service surveys are a necessity in many businesses today, in the various industries. They will help identify the problems in your customer service, hence improve it. This will in turn help you gain customer trust and loyalty. It will allow you retain the existing customers an eve gain new ones. The questions in our customer service sample surveys will help you design such surveys as purchase satisfaction, organizational concern for Satisfaction and service quality evaluation surveys.

Service Quality Evaluation

Having been designed by professionals, this survey sample will help you design a good survey to understand the level of services offered in your business. For instance, you can learn the mode of communication the customers used to contact the customer care representatives, the period it took them to have their problem addressed. You can also use this survey type to understand whether you provide substantial information on your website.

Preview Survey

Purchase/lease Satisfaction

As a business owner, it is important for you to ensure that your clients are satisfied with your products and services. With this sample, you can come up with a compelling online survey to gauge how satisfied your clients were with the products they bought or leased from your business.

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Motivation And Buying Experience

This is the survey type to send to your customers if you are seeking to know what motivated them to purchase a certain product or services. Additionally, you may also use the survey to get a clear understanding of how the customers’ expected price compares with the actual price of the product or service.

Preview Survey

Organizational Concern For Satisfaction

If you are looking forward to understanding how your company is faring, with regards to customer satisfaction concerns. This sample can guide you in designing a good survey. With this survey, important information, such as how the concern for customer satisfaction has changed in the recent past, can be collected.

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Retail Store Evaluation

This is a good survey if you are seeking customer opinions about your retail store. With this type of information, you will learn what your customers are satisfied or dissatisfied within your retail store.

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Customer Satisfaction

The main function of customer care in any business is to address customer problems and concerns. To check how your customers are satisfied with the level of services your customer care offers, you should use this survey as a guidance to design the perfect survey.

Preview Survey

1.	In your most recent customer service experience, how did you contact the representative?
	In Person
	By Telephone
	Internet
	Through a Dealer/Retailer/Broker
	Other

3.	Sufficient information was available on the internet to solve my problem?
	Yes
	No
	Somehow
	Not at all

4.	About how long did you have to wait before speaking to a representative?
	I was taken care of immediately
	Within 3 minutes
	3-5 minutes
	5-10 minutes
	More than 10 minutes

5.	Did our representative do the mentioned actions below?
	Quickly identify the problem
	Appear knowledgeable and competent
	Help you understand the cause and the solution to the problem
	Handle issues with courtesy and professionalism

6.	About how long did it take to get this problem resolved?
	Immediate Resolution
	Less than a day
	Between 2 and 3 days
	Between 3 and 5 days
	More than a week
	The problem is still not resolved

7.	How many times did you have to contact customer service before the problem was corrected?
	Once
	Twice
	Three Times
	More than Three times

9.	If you were less than totally satisfied, what could have been done to serve you better?

10.	In evaluating your most recent customer service experience, was the quality of service you received:
	Superior
	Somewhat satisfactory
	About average
	Somewhat unsatisfactory
	Very poor

	EXCELLENT	VERY GOOD	GOOD	FAIR	POOR	No Answer
Making you feel comfortable
Working as a team to best satisfy you
Making you confident that this was the right vehicle
Handling your purchase in a professional and timely manner

2.	Were all your questions answered at the time of delivery?
	Yes
	No
	Not Sure

7.	Did they have you throughly inspect the vehicle?
	Yes
	No
	Not Sure

8.	Was the vehicle's maintenance schedule explained to you?
	Yes
	No
	Not Sure

9.	Were all operating controls explained to you?
	Yes
	No
	Not Sure

10.	Were all the terms of the warranty explained to you?
	Yes
	No
	Not Sure

	1 Poor	2 Fair	3 Good	4 Very Good	5 Excellent	6 N/A
Knowledge of the product
Courteousness
Willingness to help
Efficiency/quickness
Ability to complete transaction

2.	If other, please specify:

5.	Was the exterior clean and undamaged?

3.	Why was the product purchased?
	Purchased for self
	Bought by someone else at my request
	Gift from someone else
	Family purchase
	Business purchase
	Other

4.	If other, please specify:

2.	How did the product's price compare to your expectations?
	Poor
	Fair
	Good
	Very Good
	Excellent

6.	Will you please give a brief description of any particular reason (or reasons) why you choose to purchase [PRODUCT] at this?

7.	How many times have you purchased from this LOCATION before?

9.	Would you purchase another product through the same means?
	Yes
	No
	Maybe

10.	If you choose 'No' or 'Maybe' for the previous question, will you please state any particular reason (or reasons)for your choice?

1.	In your opinion, how have patient satisfaction ratings changed at your organization in the past year?
	Improved considerably
	Improved somewhat
	Has remained about the same
	Has declined somewhat
	Has declined considerably
	Don't know

2.	In your opinion, how important is patient satisfaction within your organization?
	It's a high priority
	It's a mid-level priority
	It's a low priority
	Don't know

3.	Does your organization have managers/staff dedicated to patient-satisfaction matters?
	Yes
	No
	Don't know

4.	How often does your organization conduct surveys to evaluate patient satisfaction?
	Daily basis for each patient
	Monthly or more often
	Quarterly
	Semiannually
	Yearly or less often
	We don't

5.	Which one of the following means is used to evaluate patient satisfaction?
	Questionnaires sent through the mail (in-house efforts)
	Follow-up telephone calls (in-house efforts)
	An outside firm has been hired to track patient satisfaction
	Suggestion boxes placed in facilities
	Other

7.	Has your organization initiated programs to improve patient satisfaction within the past year?
	Yes
	No
	Don't know

8.	What sector of the health care industry do you believe needs the most improvement in patient satisfaction?
	Hospitals
	Physicians
	Managed-care plans
	Insurers
	Nursing homes
	Outpatient providers
	Other

10.	What is the most compelling reason for your organization to improve customer satisfaction?
	Fear of losing patients to competitors
	Fear of losing employer contracts
	Fear of increase regulation
	Fear of damage to organization's reputation
	Other

	Strongly Agree	Agree	Mildly Agree	Mildly Disagree	Disagree	Strongly Disagree
Stores are conveniently located.
Store hours are convenient for my shopping needs.
Store atmosphere and decor are appealing.
A good selection of products was present.
(Store) has the lowest prices in the area.
Merchandise sold is of the highest quality.
The merchandise sold is a good value for the money.
Merchandise displays are attractive.
Advertised merchandise was in stock.
Overall, I am very satisfied with the store.
I am very satisfied with the price I paid for what I bought.
I am very satisfied with the merchandise I bought.

2.	In thinking about your most recent experience with [COMPANY], was the quality of customer service you received:
	Very Poor
	Very Satisfactory
	About Average
	Somewhat Unsatisfactory
	Superior

3.	If you indicated that the customer service was unsatisfactory, would you please describe what happened?

4.	The process for getting your concerns resolved was:
	Very Poor
	Somewhat Unsatisfactory
	About Average
	Very Satisfactory
	Superior

5.	Would you please take a few minutes to describe what happened?

6.	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

	Strongly Agree	Agree	Mildly Agree	Mildly Disagree	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