Online Surveys

Customer Satisfaction Surveys conducts in-depth market research surveys. Executive interviewing specialists. Telephone, mail, online surveys. Site Map

Customer Satisfaction Surveys, Ltd.™

We include two examples of online surveys to assist researchers in designing your projects.

Note that these are relatively short, non-demanding, and contain a mix of short- answer and open-ended questions.

Design of multi-page online surveys is also possible.

Example 1. This online survey focuses on a particular product.

Introduction:

What do you like best about the product?

What do you most dislike about the product?

Please rate the product for various factors on a scale of 1 to 10, where 1 is "poor" and 10 is "excellent"?

Factor 1
Factor 2
Factor 3
Factor 4
Factor 5

How You Use the Product:

I use the product...

Many times a day
A few times a day
Once a day
A few times a week
A few times a month
Haven't used it yet

Please identify other brands of this product type you have purchased in the past:

Brand 1
Brand 2
Brand 3
Brand 4

Your View of the Product:

Please indicate whether the product...

Greatly exceeded your expectations
Slightly exceeded your expectations
Met your expectations
Fell slightly short of your expectations
Failed to meet your expectations

Would you recommend this product to a friend?

Definitely Would
Probably Would
Probably Would Not
Definitely Would Not
Not Sure

Would you consider purchasing this product again?

Definitely Would
Probably Would
Probably Would Not
Definitely Would Not
Not Sure

Please enter any final comments here.

Thank you for your assistance. Remember, at CSSL, your opinion counts!

Example 2: This online survey focuses on services.

Performance Review:

Please rate your overall impression of Company X's Customer Service Department:

1. Excellent

2. Good

3. Average

4. Fair

5. Poor

Customer & Technical Support:

Please rate your satisfaction with these factors:

Sales rep's availability

Sales rep's friendliness

Efficiency of tech support staff

Billing accuracy

Product knowledge of tech support staff

Good follow-up to tech visits

Fast return of messages

Quality of tech documentation

Quality of service bulletins

Quality of loaner products

Terms of service agreement

Pricing of service agreement

Quality of contacts with Company X executives

Sense that Company X cares about me

Sense that Company X offers the best value for the money

What can Company X do to improve tech support? Any suggestions? If no suggestions, please go on to the next question.

Technical Training:

Please rate your satisfaction with these factors:

Your most recent training session

Course organization

Knowledge level of instructors

Helpfulness of instructors

Training materials

What can Company X do to improve training? Any suggestions? If no suggestions, please go on to the next question.

Your Perceptions of Company X Service Overall:

What is your overall impression of Company X's customer support, technical service, and training?

1. Excellent
2. Good
3. Average
4. Fair
5. Poor

Please tell us how do you feel about this statement: Company X understands my service requirements.

1. Strongly agree
2. Agree
3. Neutral/Not sure
4. Disagree
5. Strongly disagree

Please indicate your level of satisfaction overall with Company X's customer service and technical service managers.

1. Very satisfied
2. Satisfied
3. Neutral/Not sure
4. Dissatisfied
5. Very dissatisfied

Please indicate your level of satisfaction overall with Company X's training managers.

1. Very satisfied
2. Satisfied
3. Neutral/Not sure
4. Dissatisfied
5. Very dissatisfied

How do you view the cost of Company X's training services compared to competitors? Would you say their costs are...

1. Much higher than competitors
2. Somewhat higher than competitors
3. About the same as competitors
4. Lower than competitors
5. Much lower than competitors

Would you recommend Company X's training services to other departments in your company or to other companies?

1. Yes
2. No
3. Not sure

The following questions are for classification and analysis purposes only...

Where are you located?

1. U.S.
2. Canada
3. Mexico
4. U.K.
5. Other -- Please specify:

Your Location:

What Company X products does your company use?

(Chose all that apply)

Product 1
Product 2
Product 3
Product 4
Product 5
Product 6
Product 7
Product 8
Other -- Please specify.

Other Product:

What is your position at your company?

1. Function 1
2. Function 2
3. Function 3
4. Function 4
5. Function 5
6. Function 6
7. Other -- Please specify:

Other function:

Please enter any final comments here.

Thank you for your assistance. Remember, at CSSL, your opinion counts!