Sample Customer Satisfaction Survey/ Sample Questions for Customer Satisfaction Survey
Understanding why recent customers do not plan to return to a particular store, this survey addresses reasons for dissatisfaction and requests suggestions on how the store can improve.
Do you ever plan to return to this store?
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Yes
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No
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Overall, please rate the quality of customer service that you received during this visit.
What were the main reasons for the poor quality of customer service? Please select all that apply.
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Not attentive enough |
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Too pushy |
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Not knowledgeable enough |
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Rude |
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Disrespectful |
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Did not listen to my needs |
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Too slow |
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Other (please specify) |
Did you file a formal complaint regarding the customer service?
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Yes
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No
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When was this complaint filed?
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During the visit to the store
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After the visit to the store
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Did anyone from the store follow-up with you about the complaint?
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Yes
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No
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Would you like a store representative to contact you?
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Yes
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No
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If you answered "yes" to the previous question and would like a store representative to contact you, please indicate your preferred telephone number here.
Were you satisfied with the follow-up to your complaint?
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Yes
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No
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Why weren't you satisfied with the follow-up to your complaint?
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Overall, please rate the quality of the appearance of the store during this visit.
What were the main reasons for the poor appearance of the store? Please select all that apply.
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Messy/Too much clutter |
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Dirty |
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Too crowded (e.g. aisles weren't big enough) |
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Interior decoration was unappealing |
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Exterior space was unappealing |
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Other (please specify) |
Overall, please rate the quality of the product(s)/service(s) provided by this store.
What were the main reasons for the poor product(s)/service(s)?
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How likely is it that you will go to another store to obtain the product(s)/service(s)?
Please provide any suggestions for improving the quality of the store with respect to customer service, appearance, product/service, etc.
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How many times have you visited this store location in the past?
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None
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1 to 2 times
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3 to 5 times
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6 to 10 times
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11 or more times
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What was the product(s)/service(s) you were shopping for when you visited this store? Please select all that apply.
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Product/Service 1
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Product/Service 2 |
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Product/Service 3 |
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Product/Service 4
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Product/Service 5 |
Was this the first time you purchased the product(s)/service(s) from any store?
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Yes
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No
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What is your gender?
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Female
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Male
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What is your age?
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18 to 25
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26 to 34
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35 to 49
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50 to 64
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65 and over
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What is the highest level of education that you have achieved?
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Less than high school degree
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High school degree or GED
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Associates degree or trade school
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College degree
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Graduate school degree
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What was your household income last year?
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$0 to $24,999
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$25,000 to $49,999
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$50,000 to $74,999
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$75,000 to $99,999
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$100,000 to $124,999
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$125,000 to $149,999
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$150,000 or more
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