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Questionnaire template

Service Concerns Feedback

Measures customer satisfaction, service quality, issue handling and improvement priorities to address service concerns.

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Corporate. All Corporate templates

Questions in this template

Your Recent Experience

  1. Thank you for helping us understand where our service works well and where it falls short. The survey takes about ten minutes.

  2. Overall, how satisfied are you with the service you receive from us?

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neutral
    • Satisfied
    • Very satisfied

  3. How would you rate our staff on each of the following?

    • Responsiveness
    • Professionalism
    • Knowledge

    For each row: choose one:

    • Very poor
    • Poor
    • Average
    • Good
    • Very good

  4. Which of these areas should we improve? Select all that apply.

    Choose any that apply:

    • Communication
    • Timeliness
    • Quality of work
    • Customer service
    • Nothing needs improving

  5. What specifically should change in the areas you selected?

    Condition: Shown when at least one area was selected

    Open answer

Communication and Issue Handling

  1. How would you like to receive updates from us?

    Choose one from a list:

    • Email
    • Phone
    • SMS
    • In-app notifications

  2. Thinking about issues you have raised with us, do the following statements hold true?

    • My issues are resolved within a reasonable time
    • The resolution actually fixes the problem
    • Staff are courteous while handling my issue

    For each row: choose one:

    • Yes
    • Not sure
    • No

  3. Describe a recent interaction with us that you remember, whether it went well or badly.

    Open answer

Priorities for the Future

  1. Rank these possible improvements from 1 (most important to you) to 5 (least important). Use each rank once.

    • Quicker service
    • More ways to get in touch
    • Higher-quality deliverables
    • Better customer service
    • Better follow-up after a request

    For each row: choose one from a list:

    • 1
    • 2
    • 3
    • 4
    • 5

  2. What else could we do better?

    Open answer

Final Thoughts

  1. How likely are you to recommend us to someone you know?

    Choose one:

    • Very unlikely
    • Unlikely
    • Neutral
    • Likely
    • Very likely

  2. Are there any other concerns you would like us to know about?

    Open answer