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Hello:
You are invited to participate in our survey [Project Description Here]. In this survey, approximately [Approximate Respondents] people will be asked to complete a survey that asks questions about [General Survey Process]. It will take approximately [Approximate Time] minutes to complete the questionnaire.
Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.
Your survey responses will be stricly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact [Name of Survey Researcher] at [Phone Number] or by email at the email address specified below.
Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
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| In thinking about your most recent experience with [COMPANY], was the quality of customer service you received: |
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| If you indicated that the customer service was unsatisfactory, would you please describe what happened? | | |
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| The process for getting your concerns resolved was: |
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| Would you please take a few minutes to describe what happened? | | |
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| Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are you with the [PRODUCT]: |
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| Would you please take a few minutes to describe why you are not satisfied with the product? | | |
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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
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| Are there any other comments about the customer service representative you would like to add? | | |
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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.
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| Please rate the following characteristics of the service representative on a scale from 1 to 5, where 1 means poor service and 5 means excellent service. If you did not deal with a service representative, please select 6.
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Product Background
Which product or products did you purchase? |
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| How did the product's price compare to your expectations?
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| How would you rate the overall value of this product? |
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| Questions Comments you might have: | | |
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| How satisfied are you with regarding the following items?
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Overall, how satisfied are you with [PRODUCT]?
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Compared to other [PRODUCT CATEGORY] that are available, would you say that [PRODUCT] is...
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How likely are you to recommend [PRODUCT] to others?
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| About how long did you have to wait before speaking to a representative? |
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Did our representative... (Select all that apply)
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About how long did it take to get this problem resolved?
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| If you were less than totally satisfied, what could have been done to serve you better? | | |
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| Overall, how would you rate [COMPANY]? |
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| How satisfied are you with your service from [COMPANY]? |
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| If you could change something about [COMPANY] what would it be? | | |
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Installation Services Evaluation
How satisfied are you:
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| Overall, the quality of [COMPANY]'s sales organization's service is: |
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| Overall, the value of [COMPANY]'s services compared with the price paid is: |
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| Would you recommend [COMPANY]'s services to colleagues or contacts within your industry? |
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| Consider the total package of (Company Name) including customer service, features and benefits, and cost. How satisfied are you with the (Company Name) company? |
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| How long have you used [PRODUCT]? |
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Help Desk Support:
How satisfied are you with:
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| Please tell us how we could improve the quality of support we provide to you or your organization: | | |
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| Overall, how satisfied are you with the amount of contact between you/your organization and [COMPANY]? |
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| What recommendations would you offer for improving [PRODUCT/SERVICE]? | | |
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