Customer Satisfaction Survey Template

Satisfaction survey template with Customer Service. Measures of resolution time, knowledge of the representative, and customer satisfaction.



   
 
Dear Customer:



As the manager of [COMPANY], I want to thank you for giving us the opportunity to serve you. Please help us by taking a couple of minutes to tell us about your experience through this customer satisfaction survey. 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
 
   
 
Considering your complete experience with our company, how likely would you be to recommend our products to a friend or colleague?
«Very UnlikelyVery Likely»
012345678910
 
   
 
In your most recent customer service experience, how did you contact your representative?

 
In Person
 
By Telephone
 
Internet
 
Through a Dealer/Retailer/Broker
 
Other
 
 
   
 
Strongly Agree Agree Neutral Disagree Strongly Disagree
Sufficient information was available on the internet to solve my problem.
 
   
 
About how long did you have to wait before speaking to a representative?
 
I was taken care of immediately
 
Within 3 minutes
 
3-5 minutes
 
5-10 minutes
 
More than 10 minutes
 
   
 
Did our representative... (Select all that apply)



 
Quickly identified the problem.
 
Appeared knowledgeable and competent.
 
Helped you understand the cause and the solution to the problem.
 
Handled the issue with courtesy and professionalism.

 
   
 
About how long did it take to get this problem resolved?
 
Immediately
 
Less than a day
 
Between 2 to 4 days
 
Between 4 to 7 days
 
More than 7 days
 
The problem is still not resolved
 
   
 
How many times did you have to contact customer service before the problem was resolved?
 
Once
 
Twice
 
Three times
 
More than three times
 
The problem is still not resolved
 
   

Very Satisfied Somewhat Satisfied Neutral Somewhat Dissatisfied Very Dissatisfied
Overall, how satisfied are you with the customer service experience?
   
 
If you were less than totally satisfied, what could have been done to serve you better?
   
 
   
 
Thank you for your feedback. We appreciate your opinion and will take your feedback seriously when 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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