Marketing Hands
Sample Customer Satisfaction Survey

Hello, my name is ___________ from the ___________ company. I'm calling today to find out how satisfied you are with our products and services. Do you have a minute do answer a few questions? [Pause for answer.]

[If yes] Great. My first question is…
[If no, find out if there is a better time to call. If not, then thank them for their time; confirm address and contact name and email address before hanging up. Send a follow-up note with a coupon on a future purchase and appropriate message.]

1. Have the products you purchased within the past six months performed as you expected?

  • Yes
  • No, please tell me what has not met your expectations.

2. Have the services we provided to you in the past six months met your expectations?

  • Yes
  • No, please tell me what we did that did not meet your expectations.

3. How would you rate our company in these areas? I will read you a list. As I mention an item, tell me if you think about our capabilities are excellent, good, fair or poor.

  • Provide help to justify the purchases
  • Provide post sales help to get products operational
  • Keep you posted on tips and techniques
  • Get you help when you have a problem
  • Resolve your problems quickly
  • Communicate well and are empathetic to your concerns
  • Our products/services provide good value for the price we charge
  • Our products/services offer a better value than our competitors

[For any item answered good, fair or poor, "What must we do to raise your opinion to excellent for this item?]

4. If someone asked you about our company and its products/services, would you recommend that they consider purchasing from us?

  • Yes, would you be willing to provide a testimonial or formal reference? [take information]
  • No, what must we do in your mind to gain your recommendation?

5. For us to keep you as a customer, what should we do? Select the choice that best fits your perspective. For all but the first choice, ask for an example of what they would do if they were in charge of the company?

  • Nothing. I'm very satisfied. q Improve reliability
  • Improve product/service functionality
  • Improve convenience
  • Improve customer service

Thank you very much for your time. Is there any issue or concern right now that I should forward to someone here in the company for resolution? [If yes, take information] Let me confirm your email and mailing address. We'll be sending you a thank-you gift shortly for participating in the survey.

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