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Questionnaire template

Customer Loyalty Assessment

Evaluates customer loyalty: how customers chose the brand, satisfaction, problems met, advocacy and intent to keep buying.

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Marketing · Brand building. All Marketing templates

Questions in this template

How You Found Us

  1. This survey looks at what keeps customers coming back to our brand and where we could do better. Thank you for your time.

  2. How did you first learn about our brand?

    Choose one:

    • Social media
    • Printed leaflets
    • Word of mouth
    • Our website
    • Other

  3. How else did you learn about us?

    Condition: Shown when Other was selected

    Open answer

  4. What was the main reason you chose our brand?

    Choose one from a list:

    • Product quality
    • Price
    • Customer service
    • Reputation of the brand
    • Other

  5. What was the other reason?

    Condition: Shown when Other was selected

    Open answer

Your Experience

  1. How satisfied are you with each of the following?

    • Range of products
    • Quality of products
    • Prices
    • Customer service
    • Atmosphere in our stores

    For each row: choose one:

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

  2. Have you had any of these problems with us? Select all that apply.

    Choose any that apply:

    • Problems with product quality
    • Problems with pricing or charges
    • Problems with customer service
    • I have not had any problems

  3. Please tell us what happened.

    Condition: Shown when at least one problem was selected

    Open answer

Your Loyalty

  1. What do you like most about our brand?

    Open answer

  2. What, if anything, makes our brand different from its competitors?

    Open answer

  3. Would you suggest our brand to other people?

    Choose one:

    • Definitely not
    • Probably not
    • Not sure
    • Probably yes
    • Definitely yes

  4. Do you plan to keep buying from our brand?

    Choose one:

    • Yes
    • Not sure
    • No