Customer Service Evaluation Questionnaire

July 9, 2011

1. Overall, how satisfied are you with your most recent experience with ‘YourCompanyHere’ customer support?

  • Very Dissatisfied
  • Neutral
  • Very Satisfied

2. On a scale of 1 to 10 (10 being very likely), how likely is it that if needed, you use Customer Service again in the future?
……………………………………………….. .

3. How would you rate your most recent visit to our ‘YourCompanyHere’ in the following categories:
Excellent     Very Good     Average     Poor     Unacceptable

  • Polite and respectful employees
  • Knowledgeable employees
  • Getting issue resolve quickly

4.   Was your call answered by a representative within a minute?

  • Yes
  •     No

5. When did you first call customer support?

Sun    Mon    Tue    Wed    Thu    Fri    Sat
1
2
3
4
5
6
(mm/dd/yyyy)

6. About how long did it take from the moment you walked into ‘YourCompanyHere’ to the moment you left?
minutes
…………………………………………………. .

7. All things considered, over the next 12 months, how likely are you to go to another company for this service?

  • Certain
  • High chance
  • 50-50
  • Low chance
  • Never

8. What about the service could be improved?

  • Service can be faster/more efficient
  • Employees could be friendlier
  • Employees should communicate better with clients
  • Store needs to be cleaner
  • The location needs parking
  • The location needs to be closer
  • Other

9. Please rate the overall performance of YourCompany’s entire Customer Services Organization (Support, Training, Installation and Documentation).

  •  Poor
  • Average
  • Excellent
  • The efficiency of call handling
  • Communications and follow-ups
  • Resolution of the issue
  • Response time
  • The help you needed was offered

10. Please tell us what we should do to improve the quality of support we provide to you.
……………………………………………. .

11. How satisfied are you with the following:

  •  Poor
  •  Average
  •  Excellent
  • Documentation provided by Company
  • Amount of contact between you and the Company
  • The quality of the sales department
  • Communications with service support

Download Customer Service Evaluation Questionnaire in Word Format

 

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