Customer Satisfaction Feedback Survey

Survey Process Overview:
The survey process includes a full range of questions to determine the most comprehensive picture of your total experience with the organization. Touching all of the key areas is importance because the complete experience is more than the transaction to buy the product or service. Real value to customers is created more often in these indirect activities that the only surprises that are created are pleasant ones for you.

Click Here for Survey Instructions

Start Customer Satisfaction Survey Here:

Tell us about the organization your are rating?

I am rating this company or organization:

If you do not see the company name you have been invited to evaluate
call us at 910-515-2453 or E mail us for clarification

I am rating these organizational areas:

(enter areas not listed, in text box below)

Organization location:
(type location:city, state or specific group for multi-site groups)

Your key contacts in the organization:
 (optional - to provide feedback to your contacts, with your approval)


Key products or services you buy:
A
B
C

Tell us a little about yourself?

Which describes you best as a customer:

How long have you been a customer:

If you are a former customer and not active, why not now?

What are the top three critical items of support you need to achieve your goals and be successful?
A
B
C

Anything special we need to know, to understand your perspective or basis for rating experience's?


Rate us - How are we doing?

Question Number
Question
Rating
1.0
Purchased product experiences meet expectations
1=SD 5=SA
1.1
 Finished goods live up to my expectations
1.2
 Quality is error free
1.3
 Material suppliers used for the manufacture or installation are error free
1.4
 Responsive to defect and warranty claims
1.5
 Products can be operated safely by me
1.6
 Finished goods delivered without damage
1.7
 Product use and care instructions are clear
1.8

We should start doing to improve value received?

 
1.9
 We should stop doing this it is of no value?

  
2.0
Professional services delivery meets expectations
1=SD 5=SA
2.1
 Service provide live up to my expectations
2.2
 Quality is error free
2.3
 Contract suppliers used for the service provided is error free
2.4
 Responsive to defect and warranty claims
2.5
 Services are delivered in a safe professional manner
2.6
 Services are delivered on schedule
2.7
 Service related user care instructions are clear
2.8

We should start doing to improve value received?

 
2.9
 We should stop doing this it is of no value?

  
3.0
Sales process experiences meet expectations
1=SD 5=SA
3.1
 Is friendly, courteous, and professional
3.2
 Is knowledgeable, about our products / services
3.3
 Is organize regarding my account
3.4
 Provides clear answers to my questions regarding my account
3.5
 Calls on me enough to meet my needs
3.6
 Shows genuine interest in providing solutions to my needs
3.7
 Provides complete and accurate information
3.8
 Delivers on promises, only pleasant surprises
3.9

We should start doing to improve value received?

 
3.10
 We should stop doing this it is of no value?

  
4.0
Customer Service relationships meet expectation
1=SD 5=SA
4.1
 Are knowledgeable about my needs and account
4.2
 Always identify themselves and the company
4.3
 Demonstrate good listening skill
4.4
 Have sufficient product knowledge
4.5
 Help Desk or Call Center support is responsive
4.6
 Always provide me a conformation number
4.7
 Always advises me of cancellation policies
4.8
 Resolves my problems or questions effectively
4.9
 On-line self-help or account status logs are effective
4.10

We should start doing to improve value received?

 
4.11
 We should stop doing this it is of no value?

  
5.0
Purchases Vs. Value received meet expectation
1=SD 5=SA
5.1
 Pricing is most important to me
5.2
 Quality is most important to me
5.3
 Service options are most important to me
5.4
 Multiple feature value packages are important to me
5.5
 Our total package of value is better than competitors
5.6

We should start doing to improve value received?

 
5.7
 We should stop doing this it is of no value?

  
6.0
Technical support meets my requirements
1=SD 5=SA
6.1
 Product design features meet your needs
6.2
 Designs result in error free installation or manufacture
6.3
 Engineering expertise understands my requirements
6.4
 Engineering technical expert resource to me
6.5
 Design changes are complete and effective
6.6
 Designs are creative, competitive and robust solutions
6.7

We should start doing to improve value received?

 
6.8
 We should stop doing this it is of no value?

  
7.0
Interactions with our team is appropriate
1=SD 5=SA
7.1
 Receive feedback and suggestions with an open mind and a positive attitude
7.2
 Are readily available when I need to talk or contact a team representative for my needs
7.3
 Exhibits a high degree of professionalism
7.4
 Handles issues before they become problems for me
7.5
 Has good problem solving skills
7.6
 Is knowledgeable about my industry sector
7.7
 Responses to me in a timely manner
7.8
 Is creative with effective solutions to my needs
7.9
 Always looking for opportunities to improve
7.10
 Contribute to my personal or company's success
7.11

We should start doing to improve value received?

 
7.12
 We should stop doing this it is of no value?

  
8.0
Performance on the job site meets expectations
1=SD 5=SA
8.1
 Our systems interface with your company well
8.2
 Phone systems are easy to navigate
8.3
 Website is useful for supporting your needs
8.4
 Billing / Credit systems are responsive and error-free
8.5
 Order tracking and inventory controls my your needs
8.6
 Automated records retrieval and account status records systems my your expectations
8.7
 Software interfaces are easy to use and navigate
8.8
 Technology interface issues are resolved promptly
8.9

We should start doing to improve value received?

 
8.10
 We should stop doing this it is of no value?

  
9.0
Our use of technology supports your needs
1=SD 5=SA
9.1
 Personnel are courteous and professional
9.2
 Personnel observe your safety requirements
9.3
 Personnel are not disruptive to company's work
9.4
 Provide responsive actions for special requests
9.5
 Treat your staff with respect
9.6

We should start doing to improve value received?

 
9.7
 We should stop doing this it is of no value?

  
10.0
Customer Satisfaction focus level is appropriate
1=SD 5=SA
10.1
 Your success is our focus
10.2
 Provide proactive recommendation
10.3
 Provide measurable improvement results for your company
10.4
 Responsive to sharing expertise to build company internal skills
10.5
 Foster Win - Win relationships with your team
10.6
 Understand what you need to be successful
10.7

We should start doing to improve value received?

 
10.8
 We should stop doing this it is of no value?

  
10.9

Areas needing improvement

 
10.10

Suggestions for improvement

 
10.11

Suggestion for a product, product feature or service that we should consider adding to better meet your needs?

  
10.12

Is there a person or group that needs special recognition for exceptional customer focus and satisfaction? (brief description of what, who and why it's of special value to you)

 
10.13

Any other comments?

 
     
 

Survey Contact information for follow-up

  
 

First Name

  
 

Last Name

  
  Title
  
  Your Company Name
  
  Company Address
  
  City
  
  State
  
  Zip
  
  Telephone
  
  Fax
  
  E mail Address
  
  Website Address
  
 

Confidentiality - Your personal is consolidated with all the responses and is not traceable to you, unless you give us permission to share it with the organization sponsoring the survey
Can we share your feedback from the survey?

  
  Availability to contact me,
follow-up questions or clarification)

  
 

Best method and time for follow-up contact?

 
  How would you rate the overall survey experience?


 
 

The Survey is complete.

  
 
We appreciate for you time and input.
Thanks
  

Submit to CAPTech Survey Coordinator:

www.captechvipservices.com
CAPTech International Inc.
Customer Satisfaction Survey Support Services
Any questions, feel free to call us at Tel 910-515-2453 or Click here to E-mail us.