Sample Customer Service Satisfaction Survey

Have you been looking for an example of a customer service 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 service 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.

The type of transaction-based customer service satisfaction questionnaire that is needed always depends on the kind of transaction that is being measured. For example, if you are a company where customer service representative interaction may not be as important as price and quality of stock (grocery stores for example) then a customer service satisfaction questionnaire geared toward price, quality and availability should be the focus of your survey. For that type of survey, the questions below would serve as excellent customer service satisfaction survey samples.

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 transaction-based customer satisfaction survey questions

Do you recall your recent contact with Company ABC?

Yes
No

 

On a scale of 1 to 7 where 1 represents "Extremely Satisfied" and 7 represents "Extremely Dissatisfied," how would you rate your level of overall satisfaction with Company/Store ABC?

1 2 3 4 5 6 7 DK/NA/RF

 

During your most recent experience, which departments/divisions/web pages did you visit?

department/division/web page "A"
department/division/web page "B"
department/division/web page "C"
department/division/web page "D"

 

(If visited department/division/web page "A" in question above, utilizing skip patterns)

Thinking about your most recent experience with department/division/web page A, on a scale of 1 to 7 where 1 represents "Extremely Satisfied" and 7 represents "Extremely Dissatisfied," how would you rate your level of satisfaction?

1 2 3 4 5 6 7 DK/NA/RF

 

(If visited department/division/web page "A" in question above, utilizing skip patterns)

On a scale of 1 to 7 where 1 represents "Extremely Satisfied" and 7 represents "Extremely Dissatisfied," how would you rate your level of satisfaction with department/division/web page "A" with regard to price?

1 2 3 4 5 6 7 DK/NA/RF

 

(If visited department/division/web page "A" in question above, utilizing skip patterns)

On a scale of 1 to 7 where 1 represents "Extremely Satisfied" and 7 represents "Extremely Dissatisfied," how would you rate your level of satisfaction with department/division/web page "A" with regard to availability?

1 2 3 4 5 6 7 DK/NA/RF

 

(If visited department/division/web page "A" in question above, utilizing skip patterns)

On a scale of 1 to 7 where 1 represents "Extremely Satisfied" and 7 represents "Extremely Dissatisfied," how would you rate your level of satisfaction with department/division/web page "A" with regard to overall quality?

1 2 3 4 5 6 7 DK/NA/RF

 

(If visited department/division/web page "A" in question above, utilizing skip patterns)

Thinking about your most recent experience with department/division/web page B, on a scale of 1 to 7 where 1 represents "Extremely Satisfied" and 7 represents "Extremely Dissatisfied," how would you rate your level of satisfaction?

1 2 3 4 5 6 7 DK/NA/RF
 

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