Sample Customer Satisfaction Survey

Are you looking for a sample customer satisfaction survey from which you could choose several questions to include in your research project?

Before you choose specific questions or even a sample customer satisfaction survey, you should already have an excellent idea what information you are looking for, and should have already taken Steps 1 and 2 in the marketing research process.

Relationship-based customer satisfaction research, often simply referred to as general customer satisfaction research, encompasses the entire customer relationship, from price and availability to customer service. In cases where measuring and improving the customer interaction is critical, a transaction-based customer satisfaction measurement program is typically undertaken. On the other hand, if your direct contact with the customer is frequent, or if you are interested in competitive issues such as pricing, quality, and general service, then conducting relationship-based customer satisfaction surveys would be more appropriate. Below are some specific customer satisfaction survey questions and a sample customer satisfaction survey for you to incorporate into your research program.

All survey questionnaires should follow a fairly standard format - Introduction of survey topic/reason/incentive, thanks for participating, screen for correct respondent, primary survey questions, demographic questions, thank you and wrap-up.

Sample customer satisfaction survey questions

On a scale of 1 to 5 where 1 represents "Extremely dissatisfied" and 5 represents "Extremely Satisfied," how would you rate your level of overall satisfaction with Company ABC, Inc as a supplier?

1 2 3 4 5 DK/NA/RF

Why do you say that? What specifically are you satisfied or dissatisfied with Company ABC? Enter response below…

Record open-ended response.

 

How likely are you to recommend Company ABC to a friend or relative? Would you say the chances are …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

How likely are you to repurchase products and services from Company ABC? Would you say the chances are …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

How would you rate the overall quality of your relationship with company ABC, considering all of your experiences with them? Would you say it is …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

On a scale of 1 to 5 where 1 represents "Extremely dissatisfied" and 5 represents "Extremely Satisfied," how would you rate your level of satisfaction with Company ABC in regards to customer service?

1 2 3 4 5 DK/NA/RF

On a scale of 1 to 5 where 1 represents "Extremely dissatisfied" and 5 represents "Extremely Satisfied," how would you rate your level of satisfaction with Company ABC in regards to price?

1 2 3 4 5 DK/NA/RF

On a scale of 1 to 5 where 1 represents "Extremely dissatisfied" and 5 represents "Extremely Satisfied," how would you rate your level of satisfaction with Company ABC in regards to value?

1 2 3 4 5 DK/NA/RF

 

To discuss other sample customer satisfaction survey questions for your project, please contact Polaris.