1. DearCustomer:
As themanager of [COMPANY], I wanttothankyouforgiving us
theopportunitytoserveyou. Pleasehelp us serveyoubetterbytaking a couple of
minutestotell us aboutthe service thatyouhavereceivedso far.
Weappreciateyourbusinessandwanttomake sure wemeetyourexpectations.
Attached, youwillfind a coupongoodfor......Wehopethatyouwillacceptthis as a
token of ourgoodwill.
Inthinkingaboutyourmostrecentexperiencewith [COMPANY], wasthequality of
customer service youreceived:
VeryPoor
SomewhatUnsatisfactory
AboutAverage
VerySatisfactory
Superior
Ifyouindicatedthatthecustomer service wasunsatisfactory,
wouldyoupleasedescribewhathappened?
Theprocessforgettingyourconcernsresolvedwas:
VeryPoor
SomewhatUnsatisfactory
AboutAverage
VerySatisfactory

2. Superior
Wouldyoupleasetake a fewminutestodescribewhathappened?
Nowpleasethinkaboutthefeaturesandbenefits of the [PRODUCT] itself. How
satisfiedareyouwiththe [PRODUCT]:
VeryPoor
SomewhatUnsatisfactory
AboutAverage
VerySatisfactory
Superior
Wouldyoupleasetake a fewminutestodescribewhyyouare not
satisfiedwiththeproduct?
Customer Service Representative
Thefollowingquestionspertaintothecustomer service
representativeyouspokewithmostrecently.
Pleaseindicatewhetheryouagreeordisagreewiththefollowingstatements
StronglyAgr
ee
Thecustomer service
representativewasverycourteous
Agre
e
Neutr
al
Disagre
e
StronglyDisagr
ee

3. Thecustomer service
representativehandledmycallquic
kly
Thecustomer service
representativewasveryknowledg
eable
Arethereanyothercommentsaboutthecustomer service
representativeyouwouldliketoadd?
TheProcess
Thefollowingquestionspertaintotheprocessbywhichyourmostrecent service
contractwashandled.
Pleaseindicatewhetheryouagreeordisagreewiththefollowingstatements.
Strongly
Agree
Agr
ee
Neu
tral
Disa
gree
StronglyDi
sagree
Thewaiting time
forhavingmyquestionsaddressedwassatisfactory
My
phonecallwasquicklytransferredtothepersonwho
bestcouldanswermyquestion
Theautomatedphonesystemmadethecustomer
service experiencemoresatisfying
VerySat
isfied
Consideringthe total
packageofferedbyinclu
dingcustomer service,
[PRODUCT]
featuresandbenefits,
andcost; how
satisfiedareyouwith
[COMPANY]?
SomewhatS
atisfied
Neu
tral
SomewhatDis
satisfied
VeryDissa
tisfied
COMP
ANY

4. Thankyouforyourfeedback.
Wesincerelyappreciateyourhonestopinionandwilltakeyourinputintoconsideratio
nwhileprovidingproductsandservices in thefuture.
IfyouhaveanycommentsorconcernsaboutthissurveypleaseContact: [COMPANY]
[MANAGER_NAME]
[ADDRESS_1]
[ADDRESS_2]