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Questionnaire template

Customer Market Insights

Asks customers what drives their choice of provider, how they rate our service and how they want to hear from us.

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Market Research · Market segmentation. All Market Research templates

Questions in this template

Your Needs and Preferences

  1. We would like to understand what matters to you in our market and how well we serve you. Your answers are confidential.

  2. What is the main reason you choose a provider in this market?

    Choose one:

    • Quality
    • Price
    • Customer service
    • Convenience
    • Other

  3. What other reason matters most to you?

    Condition: Shown when "Other" is chosen in q_main_reason

    Open answer

  4. How important is each of these when you choose a provider in this market?

    • Quality
    • Price
    • Customer service
    • Brand reputation
    • Convenience

    For each row: choose one:

    • Not at all important
    • Slightly important
    • Moderately important
    • Very important
    • Extremely important

  5. Which of our offerings have you used in the past 12 months? Select all that apply.

    Choose any that apply:

    • Our standard product range
    • Our premium product range
    • Our subscription service
    • Our maintenance or support plans
    • None of these

Your Experience With Us

  1. How would you rate the quality of our customer service?

    Condition: Asked of respondents who have used at least one of our offerings

    Choose one:

    • Excellent
    • Good
    • Fair
    • Poor
    • Very poor

  2. Have you had any problems with our products or services?

    Condition: Asked of respondents who have used at least one of our offerings

    Choose one:

    • Yes
    • No

  3. Please describe the problem and how it was handled.

    Condition: Shown to respondents who had a problem

    Open answer

  4. How often do you use our products or services?

    Condition: Asked of respondents who have used at least one of our offerings

    Choose one from a list:

    • Daily
    • Weekly
    • Monthly
    • A few times a year
    • Less than once a year

  5. How likely are you to recommend our products or services to others?

    Condition: Asked of respondents who have used at least one of our offerings

    Choose one:

    • Very unlikely
    • Unlikely
    • Neither likely nor unlikely
    • Likely
    • Very likely

Looking Ahead

  1. What new products or services would you like us to offer?

    Open answer

  2. How would you like to receive news and updates from us? Select all that apply.

    Choose any that apply:

    • Email
    • SMS / text message
    • Social media
    • Phone call

  3. Rank these by how important they are to you (1 = most important).

    • Quality of products and services
    • Price
    • Customer service
    • Brand reputation
    • Convenience

    For each row: choose one from a list:

    • 1
    • 2
    • 3
    • 4
    • 5