CUSTOMER SATISFACTION QUESTIONNAIRE

Following is a general format for the Customer Satisfaction Questionnaire. you can use this format as per your company's scope of work. for the editable word copy, click on the download link given at the end of this post:

Voluntary Declaration

Company:
Position:
Name:
Address:	Street: Postcode: City: Country:
Telephone:
Fax:
Email:

1.Are you satisfied with [Company Name] image for the following?

Questions	Very Satisfied	Satisfied	Neither satisfied nor dissatisfied	dissatisfied	Very dissatisfied	No comment
Response Time	☐	☐	☐	☐	☐	☐
Information Material (Brochures, manuals, catalogues etc.) Consulting and Service	☐	☐	☐	☐	☐	☐
The breadth of Product Range Latest Products	☐	☐	☐	☐	☐	☐
Overall Appraisal Comments	☐	☐	☐	☐	☐	☐
Comments:

2. How would you judge the quotation processing referring to the features mentioned below?

Questions	Very Satisfied	Satisfied	Neither satisfied nor dissatisfied	dissatisfied	Very dissatisfied	No comment
Quick response to Quotation and Order Confirmation	☐	☐	☐	☐	☐	☐
Quotation Details	☐	☐	☐	☐	☐	☐
Staff ‘s Availability	☐	☐	☐	☐	☐	☐
Lead Time	☐	☐	☐	☐	☐	☐
Overall Appraisal	☐	☐	☐	☐	☐	☐
Comments:

3. What is your opinion of [Company Name] order processing?

Questions	Very Satisfied	Satisfied	Neither satisfied nor dissatisfied	dissatisfied	Very dissatisfied	No comment
Adherence to Delivery Dates	☐	☐	☐	☐	☐	☐
The flexibility of Delivery Time and Quantity	☐	☐	☐	☐	☐	☐
Handling of Complaint	☐	☐	☐	☐	☐	☐
Packaging	☐	☐	☐	☐	☐	☐
Overall Appraisal	☐	☐	☐	☐	☐	☐
Comments:

4. What do you think about the technical consulting service at [Company Name]?

Questions	Very Satisfied	Satisfied	Neither satisfied nor dissatisfied	dissatisfied	Very dissatisfied	No comment
Staff ‘s Capacity	☐	☐	☐	☐	☐	☐
Variety of Solutions	☐	☐	☐	☐	☐	☐
Speed of Response	☐	☐	☐	☐	☐	☐
Technical Documentation	☐	☐	☐	☐	☐	☐
Overall Appraisal	☐	☐	☐	☐	☐	☐
Comments:

5. Do you consider [Company Name] Product Quality satisfactory?

Questions	Very Satisfied	Satisfied	Neither satisfied nor dissatisfied	dissatisfied	Very dissatisfied	No comment
Product Quality	☐	☐	☐	☐	☐	☐
Design and Function	☐	☐	☐	☐	☐	☐
Technical Properties	☐	☐	☐	☐	☐	☐
Price / Performance	☐	☐	☐	☐	☐	☐
Economic Lifetime Safety	☐	☐	☐	☐	☐	☐
Overall Appraisal	☐	☐	☐	☐	☐	☐
Comments:

6. What is your opinion of [Company Name] customer service?

Questions	Very Satisfied	Satisfied	Neither satisfied nor dissatisfied	dissatisfied	Very dissatisfied	No comment
Customer Support	☐	☐	☐	☐	☐	☐
Handling of Complaint	☐	☐	☐	☐	☐	☐
Easy Processing	☐	☐	☐	☐	☐	☐
Staff ‘s Knowledge	☐	☐	☐	☐	☐	☐
Overall Appraisal	☐	☐	☐	☐	☐	☐
Comments:

7. What is your opinion about [Company Name] in general?

Questions

Very Satisfied

Satisfied

Neither satisfied nor dissatisfied

dissatisfied

Very

dissatisfied

comment

Satisfaction

☐

Comments:

8. Is it your intention that you would continue to use [Company Name] in the future?

	Yes	No	Perhaps
Further Contact	☐	☐	☐
Comments:

9. Would you recommend [Company Name] to a colleague/company?

	Yes	No	Perhaps
Recommendation	☐	☐	☐
Comments:

10. If possible, would you please rate [Company Name] as a supplier?

	Yes	No	Perhaps
Supplier Rating	☐	☐	☐
Comments:

11. How would you rate [Company Name] compared with our competitors?

	Above Average	Below Average	Equal
Image	☐	☐	☐
Quotation Processing	☐	☐	☐
Technical Support	☐	☐	☐
Product/Service Quality	☐	☐	☐
Customer Service	☐	☐	☐
Comments: