Exceeding Customer Expectations — One Experience at a Time℠
Employee 360 Survey SAMPLE

We are conducting an employee survey (E360) to compare your opinions to our customers, on how our customers rated their experiences with our company. We will provide access to the results and recommendations on improving the customers experience. Your opinions are most valuable in insuring we are delivering a consistently superior customer experience.

Thank you in advance for those opinions.


First, the following questions are based on a 5-point satisfaction scale, used to calculate a weighted average score, where

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 1

Please rate your opinion on the customer’s overall satisfaction with our company’s ease of doing business practices?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 2

Please rate your opinion on the customer’s overall satisfaction with our company’s industry thought leadership?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 3

Please rate your opinion on the customer’s overall satisfaction with our company’s invoicing/administrative practices?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 4

Please rate your opinion on the customer’s overall satisfaction with our company’s employee’s commitment to customer satisfaction?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 5

Please rate your opinion on the customer’s overall satisfaction with our company’s executive management commitment to customer satisfaction?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 6

Please rate your opinion on the customer’s overall satisfaction with our product features?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 7

Please rate your opinion on the customer’s overall satisfaction with our product reliability?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 8

Please rate your opinion on the customer’s overall satisfaction with our product quality?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 9

Please rate your opinion on the customer’s overall satisfaction with our product cost of ownership?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 10

Please rate your opinion on the customer’s overall satisfaction with our product overall performance?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 11

Please rate your opinion on the customer’s overall satisfaction with our technical customer support (field/phone)?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 12

Please rate your opinion on the customer’s overall satisfaction with our service organization’s ease of doing business practices?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 13

Please rate your opinion on the customer’s overall satisfaction with our service organization’s customer order processing?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 14

Please rate your opinion on the customer’s overall satisfaction with our customer training?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 15

Please rate your opinion on the customer’s overall satisfaction with our customer service organization’s overall performance?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 16

Please rate your opinion on the customer’s overall satisfaction with our sales organization’s knowledge of your industry?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 17

Please rate your opinion on the customer’s overall satisfaction with our sales organization’s knowledge of your products & services?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 18

Please rate your opinion on the customer’s overall satisfaction with our sales organization’s ease of doing business practices?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 19

Please rate your opinion on the customer’s overall satisfaction with our sales organization’s ability to provide a comprehensive solution?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 20

Please rate your opinion on the customer’s overall satisfaction with our sales organization’s overall performance?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 21

Please rate your opinion on the customer’s overall satisfaction with our marketing organization ability to provide valuable product/services information?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 22

Please rate your opinion on the customer’s overall satisfaction with our marketing organization ability to provide valuable case study/testimonial information?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 23

Please rate your opinion on the customer’s overall satisfaction with our marketing organization ability to provide valuable webcast/newsletter information?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 24

Please rate your opinion on the customer’s overall satisfaction with our marketing organization’s ability to provide valuable benchmark performance information?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Question 25

Please rate your opinion on the customer’s overall satisfaction with our marketing organization’s overall performance?

Exceeds All Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Failed All Expectations - Why? (1)
No Opinion

Next, the following questions are based on a 5-point loyalty scale, used to calculate a weighted average score, where

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend (3)
Unlikely Recommend (2)
Definitely Not Recommend (1)

Question 26

Please rate your opinion on the customer’s willingness to recommend our products?

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend - Why? (3)
Unlikely Recommend - Why? (2)
Definitely Not Recommend - Why? (1)
No Opinion

Question 27

Please rate your opinion on the customer’s willingness to recommend our technical customer support?

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend - Why? (3)
Unlikely Recommend - Why? (2)
Definitely Not Recommend - Why? (1)
No Opinion

Question 28

Please rate your opinion on the customer’s willingness to recommend our customer training?

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend - Why? (3)
Unlikely Recommend - Why? (2)
Definitely Not Recommend - Why? (1)
No Opinion

Question 29

Please rate your opinion on the customer’s willingness to recommend our customer service order processing?

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend - Why? (3)
Unlikely Recommend - Why? (2)
Definitely Not Recommend - Why? (1)
No Opinion

Question 30

Please rate your opinion on the customer’s willingness to recommend our company?

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend - Why? (3)
Unlikely Recommend - Why? (2)
Definitely Not Recommend - Why? (1)
No Opinion

Question 31

Please rate your opinion on the customer’s willingness to recommend our sales organization?

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend - Why? (3)
Unlikely Recommend - Why? (2)
Definitely Not Recommend - Why? (1)
No Opinion

Question 32

Please rate your opinion on the customer’s willingness to recommend our marketing organization?

Definitely Recommend (5)
Likely Recommend (4)
Maybe Recommend - Why? (3)
Unlikely Recommend - Why? (2)
Definitely Not Recommend - Why? (1)
No Opinion

Next, following questions are based on a scale 0-10, may be used for NPS comparisons, where

Definitely Not Recommend Definitely Recommend
0 1 2 3 4 5 6 7 8 9 10

Question 33

Please rate your opinion on the customer’s overall willingness to recommend our company?

0 1 2 3 4 5 6 7 8 9 10

Question 34

Please rate your opinion on the customer’s overall willingness to recommend our Products?

0 1 2 3 4 5 6 7 8 9 10

Question 35

Please rate your opinion on the customer’s overall willingness to recommend our Customer Service?

0 1 2 3 4 5 6 7 8 9 10

Next, the following questions are based on a 5-point scale, used to calculate a weighted average score, where

Superior in all Regards (5)
Better (4)
Same (3)
Worse (2)
Failed in all Regards (1)
No Opinion

Question 36

Please rate your opinion on the customer’s overall satisfaction with our company compared to our competitors?

Superior in all Regards (5)
Better (4)
Same - Why? (3)
Worse - Why? (2)
Failed in all Regards (1)
No Opinion

Question 37

Please rate your opinion on the customer’s overall satisfaction with our product(s) compared to our competitors?

Superior in all Regards (5)
Better (4)
Same - Why? (3)
Worse - Why? (2)
Failed in all Regards (1)
No Opinion

Question 38

Please rate your opinion on the customer’s overall satisfaction with our sales organization compared to our competitors?

Superior in all Regards (5)
Better (4)
Same - Why? (3)
Worse - Why? (2)
Failed in all Regards (1)
No Opinion

Question 39

Please rate your opinion on the customer’s overall satisfaction with our marketing organization compared to our competitors?

Superior in all Regards (5)
Better (4)
Same - Why? (3)
Worse - Why? (2)
Failed in all Regards (1)
No Opinion

Question 40

Please rate your opinion on the customer’s overall satisfaction with our customer service organization compared to our competitors?

Superior in all Regards (5)
Better (4)
Same - Why? (3)
Worse - Why? (2)
Failed in all Regards (1)
No Opinion

Question 41

Please rate your opinion on the customer’s overall satisfaction with our customer service compared to your best-in-class vendors?

Superior in all Regards (5)
Better (4)
Same - Why? (3)
Worse - Why? (2)
Failed in all Regards (1)
No Opinion

Question 42

Next, please provide any other comments that would improve our customer’s experience?




Question 43

Please provide any comment that would improve our employee’s satisfaction?




Thank you for your valuable opinions.