Customer Satisfaction Survey Instructions:
Your personal feedback and contact information is confidential to the CAPTech
survey team. Only anonymous and aggregated results will be reported to the organization
sponsoring the survey, unless you expressly approve it on this form. Your feedback
is importance in 10 functional areas will take about 10 minutes for the short
form answering only the blue header overall ratings summary
questions and about 20 minutes to response to all summary header and
supporting questions. The more complete your feedback is the helpful the information
is to take action to improve the sponsoring organization can be to you in the
future.
Survey Category Headings:
The company and you as a customer
1.0 Purchased product experiences meet expectations
2.0 Professional services delivery meets expectations
3.0 Sales process experiences meet expectations
4.0 Customer Service relationships meet expectation
5.0 Purchases Vs. Value received meet expectation
6.0 Technical support meets my requirements
7.0 Interactions with our team is appropriate
8.0 Performance on the job site meets expectations
9.0 Our use of technology supports your needs
10.0 Customer Satisfaction focus level is appropriate
Contact and follow-up information
You may not have have had an experience with a particular service or function,
just skip over it. Since this is a generic survey, the same will be true for
companies without some of the functions listed i.e. engineering support or call
centers, if you are a Retail Consumer Products Store. Just skip over the company
functions not applicable. No Answer = Not Applicable, (an activity not experienced
or insufficient experience, not able to rate it)
Customized and company or organization specific surveys can be developed for you. Call for quotation 910-515-2453 or E mail us.
Rating Method and Legend:
Two methods:
Quantitative by clicking the respective Radio button to indicate the
range of disagreement to agreement with the Survey question. (Rating
1 = Strongly Disagree,
2 = Disagree,
3 = Neutral, 4 = Agree,
5 = Strongly
Agree)
Rating Column Example
Click a Radio Button for your rating
| 1SD | 5SA |
Qualitative by providing optional text feedback for items that are important to you that need more explanation or focus.
Results Tabulation and Reporting Methods:
The scoring data results from the total quantitative rating information reported
will be converted to graphic charts that will be configured to represent the
"average customer" profile. Additionally certain focused sorts of
information maybe provided to the sponsoring organization to clarify, on request.
The qualitative comments will be organized and certain comments will be presented as representative of trends observed in various text input categories. No text comments will be personally traceable, unless you approve on the survey form.
Survey Follow-up:
Some surveys may need some follow-up for clarification. You will
not be contacted unless you approve it or request it on the survey form
Some sponsoring organizations may request an individual interview or to participate in a group customer satisfaction focus session to validate the survey results with a open dialogue session If this survey support option has been contracted you will be notified individually as a potential candidate.
Customer Survey Incentives:
Many organizations offer some type of promotional incentive, discount, give
away drawings etc. as away to express their appreciation for you taking the
time out of your schedule to provide your perspectives to help them improve
your satisfaction as a customer If you did not receive that information with
your survey invitation, call 910-515-2453 or E-mail
us for clarification.