Untitled | QuestionPro

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

In thinking about your most recent experience with [COMPANY], was the quality of customer service you received:

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

The process for getting your concerns resolved was:

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

Now please think about the features and benefits of the [PRODUCT] itself. How satisfied are you with the [PRODUCT]:

Would you please take a few minutes to describe why you are not satisfied with the product?

	Very Satisfied	Somewhat Satisfied	Neutral	Somewhat Dissatisfied	Very Dissatisfied
Considering the total package offered by including customer service, [PRODUCT] features and benefits, and cost; how satisfied are you with [COMPANY]?						COMPANY

How satisfied are you with regarding the following items?

How often do you use [PRODUCT]?

Once a week or more often

2 to 3 times a month

Once a month

Every 2-3 months

2-3 times a year

Once a year or less often

Do not use

Overall, how satisfied are you with [PRODUCT]?

Very Unsatisfied

Unsatisfied

Somewhat Satisfied

Very Satisfied

Extremely Satisfied

The customer service representative was very courteous.

Consider the total package of (Company Name) including customer service, features and benefits, and cost. How satisfied are you with the (Company Name) company?

If the (Company Product) were no longer available, what would you replace it with?

Functional 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 your (Company's Product)?