We are conducting our relationship survey to identify areas that will improve our customer experiences. We will provide access to our CSAT report for all customers/stakeholders. Your opinions are the most critical component of our company’s DNA. Thank you in advance for those opinions.
First, the following questions are based on a 5-point satisfaction scale where
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion |
Question 1
Please rate your overall satisfaction with our products.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment
|
|
Question 2
Please rate your overall satisfaction with our customer support.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 3
Please rate your overall satisfaction with our customer training.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 4
Please rate your overall satisfaction with our company.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 5
Please rate your overall satisfaction with our sales organization.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 6
Please rate your overall satisfaction with our marketing organization.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 7
Please rate your overall satisfaction with our finance organization.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 8
Please rate your overall satisfaction with our company's knowledge of your products/services.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 9
Please rate your overall satisfaction with the ease of doing business with our company.
| Exceeds Expectations | (5) |
| Performed Above Expectations | (4) |
| Met Expectations | (3) |
| Performed Below Expectations - Why? | (2) |
| Did Not Meet Expectations - Why? | (1) |
| No Opinion | |
| Comment |
|
Next, the following questions are based on a 5-point loyalty scale where
5 = Definitely Recommend
4 = Likely Recommend
3 = Maybe Recommend
2 = Unlikely Recommend
1 = Definitely Not Recommend
Question 10
Please rate your willingness to recommend our products.
| Definitely Recommend | (5) |
| Likely Recommend | (4) |
| Maybe Recommend | (3) |
| Unlikely Recommend - Why? | (2) |
| Definitely Not Recommend - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 11
Please rate your willingness to recommend our customer support.
| Definitely Recommend | (5) |
| Likely Recommend | (4) |
| Maybe Recommend | (3) |
| Unlikely Recommend - Why? | (2) |
| Definitely Not Recommend - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 12
Please rate your willingness to recommend our customer training.
| Definitely Recommend | (5) |
| Likely Recommend | (4) |
| Maybe Recommend | (3) |
| Unlikely Recommend - Why? | (2) |
| Definitely Not Recommend - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 13
Please rate your willingness to recommend our company.
| Definitely Recommend | (5) |
| Likely Recommend | (4) |
| Maybe Recommend | (3) |
| Unlikely Recommend - Why? | (2) |
| Definitely Not Recommend - Why? | (1) |
| No Opinion | |
| Comment |
|
Next, the following questions are based on a 3-point scale where
| Better | (3) |
| Same | (2) |
| Worse - Why? | (1) |
| No Opinion |
Question 14
Please rate your overall satisfaction compared to our competitors.
| Better | (3) |
| Same | (2) |
| Worse - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 15
Please rate your overall satisfaction compared to your best-in-class vendors.
| Better | (3) |
| Same | (2) |
| Worse - Why? | (1) |
| No Opinion | |
| Comment |
|
Question 16
Next, please tell us if you require immediate corrective action to an outstanding problem with a brief description.
Yes – What Issue?
No
Comment
Question 17
Please tell us if you would like to learn how we can provide additional value (increase revenue, increase productivity, decrease costs) to your organization.
Yes – Any specific area?
No
Comment
Question 18
Lastly, please provide any other comments that would improve your customer experience.
Comment