Customer Satisfaction Survey Re-creating the customer-driven organization.
Directions: Please select the number or letter of the response that best reflects your
opinion. Select the “Not Applicable” response for any question that is not relevant.
1.
When you first entered the store on your last visit, how long did it take to be acknowledged by one of our employees?
2.
During a typical month, how many times do you visit our store?
3.
How many miles away from the our store do you live?
4.
Thinking of your most recent visit to our store, how would you rate the following PHYSICAL ASPECTS of the store?
VeryDissatisfied
Neutral
Very Satisfied
Not
Applicable
a)
Store design
b)
Look and feel of the store
c)
Logical layout
d)
Pleasantness of the shopping environment
e)
Ease of finding desired products
f)
Cleanliness
g)
Neat appearance of the shelves
h)
Overall store appearance
5.
How satisfied are you with the following factors related to your SHOPPING EXPERIENCE in our stores?
VeryDissatisfied
Neutral
Very Satisfied
Not
Applicable
a)
Selection of products to meet your needs
b)
Correct amount of attention from store personnel
c)
Competitive pricing
d)
Price for value
e)
Friendliness of employees
f)
Product quality
g)
Sufficient inventory of products
h)
Overall satisfaction with the shopping experience
6.
How satisfied are you with the CUSTOMER SERVICE SUPPORT you receive from our company?
VeryDissatisfied
Neutral
Very Satisfied
Not
Applicable
a)
Pays detailed attention to your concerns
b)
Product knowledge of store personnel
c)
Willingness to go the extra mile
d)
Willingness to help you find what you need
e)
Store personnel carefully listens to your requests
f)
Anticipates your questions before you ask
h)
Overall customer service support
33%
Percent of survey completed.
7.
When you consider shopping in our stores how important are the following factors to you?
Not Important
Neutral
Very
Important
Not
Applicable
a)
Look and feel of the store
b)
Pleasantness of the shopping environment
c)
Availability of products
d)
Cleanliness
e)
Ease of finding desired products
f)
Sufficient inventory of products
g)
Product knowledge of store personnel
h)
Willingness to help you find what you need
i)
Store personnel carefully listens to your requests
8.
Using the drop down menus below, please indicate the companies that you consider our first, second and third strongest competitors?
First
Second
Third
9.
If you visited our WEB SITE before shopping in our stores, please indicate your agreement with the following statements.
StronglyDisagree
Neutral
Strongly Agree
Not
Applicable
a)
I often visit your web site prior to my store visit.
b)
Your web site plays an important part in my purchase decisions when I buy from your company.
c)
Your web site gives me valuable information that is not available from any other sources.
d)
For your products, I would rather buy over the web than through any other venue.
e)
I often buy the types of products that you provide over the Internet.
f)
I consider your web site to be the outstanding.
g)
I would recommend your web site to my family and friends.
h)
Overall, I am very satisfied with your web site.
66%
Percent of survey completed.
10.
Please indicate your OVERALL PERCEPTIONS of our company by selecting your level of agreement with the following statements.
StronglyDisagree
Neutral
Strongly Agree
Not
Applicable
a)
Your company has a reputation for providing high quality products and services.
b)
I consider your company to be a service leader.
c)
Your company treats me as a valued customer.
d)
Your company is reliable in meeting its commitments.
e)
Your company‘s business practices make it easy for me to be a customer.
f)
Your company‘s products are fairly priced for the value received.
g)
I would recommend yourcompany to my family and friends.
h)
Taking all things into consideration, I am very satisfied with your company.
11.
Please tell us which store you most frequently visit.
State
Store Location
12.
How would you prefer to shop with us?
13.
Please tell us what we can do to improve your next visit. If you would like to be contacted by a manager, please leave your contact information.
Learn more about us at this address: //cleardata-research.com
