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Questionnaire template

Client Service Feedback (Feedback forms)

Measures business clients' views of service quality, communication, issue handling, and likelihood to recommend and stay.

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Other · Feedback forms. All Other templates

Questions in this template

Your Relationship with Us

  1. Thank you for working with us. This short survey asks about the service you have received over the past 12 months, so we can keep improving it.

  2. Which service do you mainly receive from us?

    Choose one from a list:

    • Consulting or advisory
    • Project delivery
    • Ongoing managed service
    • Technical support
    • Training
    • Other

  3. Which other service do you receive?

    Condition: Shown when Other was chosen

    Open answer

  4. How long have you been our client?

    Choose one:

    • Less than 1 year
    • 1 to 2 years
    • 3 to 5 years
    • More than 5 years

Service Quality

  1. How much do you agree with each statement?

    • We understand your business needs.
    • Our team has the expertise you need.
    • We deliver on time.
    • The work we deliver is of high quality.
    • Our service is good value for money.

    For each row: choose one:

    • Strongly disagree
    • Disagree
    • Neither agree nor disagree
    • Agree
    • Strongly agree

  2. Overall, how satisfied are you with our service?

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  3. What do we do particularly well for you?

    Open answer

Communication and Issue Handling

  1. How do you prefer us to contact you?

    Choose one:

    • Email
    • Phone
    • Video call
    • In person
    • Client portal

  2. How would you rate our communication on each of these?

    • Speed of response
    • Clarity of updates
    • Raising issues before they become problems

    For each row: choose one:

    • Very poor
    • Poor
    • Fair
    • Good
    • Excellent

  3. In the past 12 months, have you raised a problem or complaint with us?

    Choose one:

    • Yes
    • No

  4. Was the problem resolved?

    Condition: Shown to clients who raised a problem

    Choose one:

    • Yes, fully
    • Partly
    • No
    • It is still being worked on

  5. How satisfied are you with the way we handled it?

    Condition: Shown to clients who raised a problem

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

Overall View

  1. How likely are you to recommend us to a colleague or another organisation?

    A number from 0 to 10:

    • 0
    • 5
    • 10

  2. How likely are you to keep using our services over the next year?

    Choose one:

    • Very likely
    • Likely
    • Unsure
    • Unlikely
    • Very unlikely

  3. What is the one improvement that would make the biggest difference to you?

    Open answer

  4. May we contact you to follow up on your feedback?

    Choose one:

    • Yes
    • No