Exceeding Customer Expectations — One Experience at a Time℠
KAPP Relationship Survey SAMPLE

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, used to calculate a weighted average score, where

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 1

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 2

Please rate your overall satisfaction with our company’s industry thought leadership?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 3

Please rate your overall satisfaction with our company’s invoicing/administrative practices?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 4

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 5

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 6

Please rate your overall satisfaction with our product features?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 7

Please rate your overall satisfaction with our product reliability?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 8

Please rate your overall satisfaction with our product quality?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 9

Please rate your overall satisfaction with our product cost of ownership?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 10

Please rate your overall satisfaction with our product overall performance?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 11

Please rate your overall satisfaction with our technical customer support (field/phone)?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 12

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 13

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 14

Please rate your overall satisfaction with our customer training?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 15

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 16

Please rate your overall satisfaction with our sales organization’s knowledge of your industry?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 17

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 18

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 19

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 20

Please rate your overall satisfaction with our sales organization’s overall performance?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 21

Please rate your overall satisfaction with our marketing organization ability to provide valuable product/services information?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 22

Please rate your overall satisfaction with our marketing organization ability to provide valuable case study/testimonial information?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 23

Please rate your overall satisfaction with our marketing organization ability to provide valuable webcast/newsletter information?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 24

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

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet Expectations - Why? (1)
No Opinion

Question 25

Please rate your overall satisfaction with our marketing organization’s overall performance?

Exceeds Expectations (5)
Performed Above Expectations (4)
Met Expectations - Why? (3)
Performed Below Expectations - Why? (2)
Did Not Meet 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 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 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 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 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 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 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 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 overall willingness to recommend our company?

0 1 2 3 4 5 6 7 8 9 10

Question 34

Please rate your overall willingness to recommend our Products?

0 1 2 3 4 5 6 7 8 9 10

Question 35

Please rate your 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 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 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 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 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 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 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 tell us if you require immediate corrective action to an outstanding problem with a brief description.

Yes – What Issue?
No
Comment



Question 43

Please tell us if you would like to learn how we can provide additional value to your organization via increased revenue, increased productivity and decreased cost?

Yes – Any specific area?
No
Comment



Question 44

Lastly, please provide any other comments that would improve your customer experience?

Comment



Thank you for your valuable opinions.