Customer Service Survey

A Customer Service Survey Example That You Can Use

By Susan Ward

A simple survey can really help you shape up your customer service. Image (c) RL Productions / Getty Images

This short customer service survey questionnaire is designed to provide insight into the transaction between your business's staff and your customers.

It's a general customer service survey example that you can use to get feedback about face-to-face customer service interactions; adapt it to your needs by adding other questions specific to your company if you wish.

Customer Service Survey

Dear Customer, Our goal is to provide our customers with the best service possible. Please take a few minutes to complete the following customer service questionnaire. Your comments will enable us to see how we're doing overall and find out how we can improve. Customer Service Survey Excellent Staff was available in a timely manner. Staff greeted you and offered to help you. Staff was friendly and cheerful throughout. Staff answered your questions. Staff showed knowledge of the products/services. Staff offered pertinent advice. Staff was courteous throughout. Overall, how would you rate our customer service? Open-Ended Questions What did you like best about our customer service? How could we improve our customer service? Is there a staff person you would like to commend? Name: Thank you for taking the time to complete our customer service survey. Reason: Good Average Fair Poor

Learn More About Customer Service 8 Rules for Good Customer Service 10 Customer Service Tips Customer Service Guide for Small Business Customer Service Glossary Customer Relationship Management Customer Service Market Research Additional Resources More Customer Service Articles Marketing Retail Management Related Articles Customer Service - How to Develop Outstanding Customer Service Policies Customer Service - Good Customer Service - Customer Service Survey

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Questionnaire for Customer Relationship Management (CRM)

CRM Customer Relationship Management is an innovative approach undertaken by the marketers in the process of developing lifetime customers and maximizing lifetime value of the customers. CRM approach is still new for the corporate managers, as in India the customers are still at the receiving end only. The concept of CRM and its implementation creates chaos for the marketers, as they are unable to comprehend the benefits of this approach to enhance their relationships with their customers and ultimately gain the long-term profitability profits.

Customer Relationship Management (CRM) is a complex system, consisting of procedures, strategies, software and web applications, that assists a company in organizing and managing the relationship with its clients. Below questionnaire for Customer Relationship Management(CRM) helps to analyze the effectiveness of Customer Relationship Management (CRM) in an Human Resource Consultancy. Q1. From how many years you are using services offered by Manpower Consultant ? a. 0-2 Years b. 2-4 Years c. More than 4 Years Q2. Rate your overall satisfaction with the recruitment services offered by Manpower Consultant ? a. Highly Satisfied b. Satisfied c. Some what satisfied d. Highly dissatisfied Q3. Are you satisfied with the quality of applicants Manpower Consultant is offering? a. Yes b. No Q4. Do they entertain queries in a proper manner ? a. Yes b. No Q5. How do you rate the process of filtering candidates? a. Good b. Bad Q6. Are you satisfied with the range of services? a. Yes b. No Q7. Do they provide full information of the candidates at the time of recruitment? a. Yes b. No Q8. Do you find their charges nominal as compared to other competitors? a. Yes b. No Q9. Do they provide any discount on bulk recruitment? a. Yes b. No Q10. Do they give certain attractive offers? a. Yes b. No Q11. Does the consultancy inform you about the new services / changes in the services on time? a. Yes b. No Q12. Do you think the Manpower Consultant identify and resolve problems of the associated companies? a. Yes b. No Q13. Do you think Manpower Consultant is maintaining good customer relations through its services? a. Yes b. No

1=Strongly Disagree 2= Disagree 3= Neither agree nor disagree 4= agree 5= strongly agreeStatements 1. Through ongoing dialogue, we work with individual key customer to customize our offerings 42 . M y organization provides customized services and products to our key customers 43 . A ll people in my organization treat key customers with great care 54 . M y organization makes an effort to find out what our key customer needs 45 . W hen my organization finds that customers would like to modify a product/ service, thedepartments makes coordinated efforts to do so 46 . C ustomers centric performance standards are established and monitored at all customer touch points 47 . M y organization has the sales and marketing expertise and resources to succeed in CRM 48 . O ur employee training programs are designed to develop the skills required for acquiring anddeepening customer relationship 59 . M y organization has established clear business goals related to customer acquisition,development, retention and reactivation 5 10. M

y organization commits time and resources in managing customer relationship 4 11. E mployee performance is measured and rewarded based on meeting customer needs and onsuccessfully serving the customers 4 1 2 . O ur organization structure is meticulously designed4 1 3 . M y organization has the right personnel to provide technical support for the utilization of IT in building customer relationships 4 1 4 . M y organization has the right software to serve our customers 4 1 5 . O rganization has the right hardware to serve our customers 4 1 6 . Individual customer information is available at every point of contact 5 1 7 . M y organization maintains a comprehensive database of our customers 5 1 8 .

C ustomers can expect exactly when services will be performed 4 1 9 . C ustomers can expect that my organizations employees respond to their requests promptly 42 0. M y organizations employees are willing to help customers in a responsive manner 42 1. M y organization fully understands the needs of our key customers via knowledge learning 522 . M y organization provides channels to enable ongoing two-way communication with our keycustomers and us 423 . C ustomers can expect prompt service from employees of my organization 5