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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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| Please rate the following characteristics of your Account Representative, Letty Perez, on a scale from 1 to 5, where 1 means poor service and 5 means excellent service.
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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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| Why was the product purchased? |
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| Will you please give a brief description of any particular reason (or reasons)
why you choose to purchase [PRODUCT] at this [LOCATION] (instead of elsewhere)? | | |
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| How was your overall purchasing experience? | | |
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| How would you rate the overall value of this product? |
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| Name | | | | Address | | | | City | | | | State | | | | Zip | | | | Email | | | | Phone | | | | Fax | | |
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| Thank you for taking the time to complete this survey! Your results will help us serve you better. |
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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 |
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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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| Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are you 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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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]
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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 |
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| How satisfied are you with regarding the following items?
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How often do you use [PRODUCT]?
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Compared to other [PRODUCT CATEGORY] that are available, would you say that [PRODUCT] is...
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Based on your experience with [PRODUCT], how likely are you to buy a [OTHER PRODUCT] again?
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If you contacted [COMPANY] customer service, were all problems resolved to your complete satisfaction?
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| If you have additional comments for [COMPANY] about your experience with [PRODUCT] that have not been addressed in the survey, please enter them below. | | |
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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
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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 |
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| In evaluating your most recent customer service experience, was the quality of service you received: |
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| Please describe if there was any particular aspect of the service experience that stood out: | | |
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| The process of getting your problem resolved was: |
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| Please describe if there was any particular aspect of the process that stood out: | | |
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Customer Service Representative
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| The customer service representative as very courteous. |
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| Which of the following qualities of the service representative stood out (as being superior)? |
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| What qualities of the customer service representative irked you? |
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| The customer service representative handled my call quickly. |
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| What would best describe your experience, when you called? |
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| The customer service representative was very knowledgeable. |
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| The waiting time for having my question addressed was satisfactory. |
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| My phone call was quickly transferred to the person who could best assist me: |
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| Over the next 12 months, how likely are you to replace your (product) with another (product or brand)? |
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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
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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 |
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In your most recent customer service experience, how did you contact the representative?
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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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| How many times did you have to contact customer service before the problem was corrected? |
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| If you were less than totally satisfied, what could have been done to serve you better? | | |
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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, ZipCode
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| Overall, I am very satisfied with the way [COMPANY] performed (is performing) on this project. |
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| What would be the primary reason for being very satisfied with [COMPANY] service representatives? | | |
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| What would be the primary reason for being very satisfied with [COMPANY] account manager? | | |
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| If you wanted to use the new service, which purchase method would you most prefer? |
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| The automated phone system made the customer service experience more satisfying. |
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| In evaluating your most recent customer service experience, was the quality of service you received: |
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| Would you please take a few minutes to describe what about the service experience stands out: | | |
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| Was there anything about the courteousness of the service that stands out as being superior? |
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| What about the representative could be improved? |
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