Survey Software - Online Survey Software - Customer Satisfaction Survey - Employee Survey

customers satisfaction - customers satisfaction

How to Create a Customer Satisfaction Survey
Sample Measures for Building Customer Satisfaction Surveys

Measuring satisfaction and building a customer or employee satisfaction survey requires at least a basic knowledge of the satisfaction measurement literature.

Customer satisfaction has been defined as the state of mind that customers have about a company and its products or services when their expectations have been met or exceeded. This is state reflects the lifetime of the product or service experience.

Customer satisfaction usually leads to customer loyalty and product repurchase. But measuring satisfaction is not the same as measuring loyalty. Satisfaction measurement questions typically include items like:

Overall, how satisfied are you with (brand name)?
Would you recommend (brand name)?
Do you intend to repurchase (brand name)?

When building customer satisfaction surveys, these measures maybe implemented through a variety of measures, including:

Overall measures of customer satisfaction
Affective measures of customer satisfaction
Cognitve measures of customer satisfaction
Behavioral measures of customer satisfaction
Expectancy value measures of customer satisfaction

Overall Satisfaction Measures of Customer Satisfaction

How satisfied were you with [BRAND]?

Delighted

Pleased

Mostly
Satisfied

Mixed

Mostly
Dissatisfied

Unhappy

Terrible

How satisfactory is [BRAND]?

Delightful

Excellent

Satisfactory

Unsatisfactory

Failure

The following faces express various feelings. Please select the face that best shows your feeling about [BRAND].

Imagine that the following circles represent the satisfaction of different people with [BRAND].
Circle 1 has NO PLUSSES in it, to represent a person who is completely dissatisfied with [BRAND]. Circle 9 has all pluses in it, to represent a person who is completely satisfied with [BRAND]. Other circles are in between.

Please select the circle that best represents your evaluation of [BRAND].

Importance - Performance Measure of Customer Satisfaction

Please use the following scale to rate each feature					Please check the aspects that were IMPORTANT in determining your rating of this feature. Check as many as made a significant difference.
Delightful	Excellent	Satisfactory	Unsatisfactory	Failure	Road noise	Wind noise	Engine noise	Squeaks-rattles

Overall Quietness

Expectations Measures of Customer Satisfaction

My expectations about [BRAND] were:

Too High:
It was poorer than I thought

Accurate:
It was just as I expected

Too Low:
It was better than I thought

[BRAND] was much better (worse) than I expected.

Very Strong Yes

Strong Yes

Yes

Strong No

Very Strong No

Degree of Customer Satisfaction Measures

Overall, how satisfied have you been with [BRAND]?

100% Completely Satisfied

50
Half Satisfied

0%
Not at all Satisfied

How satisfied were you with [BRAND]?

Very Dissatisfied

Somewhat Dissatisfied

Slightly Dissatisfied

Neither

Slightly Satisfied

Somewhat Satisfied

Very
Satisfied

I am always or almost always satisfied with...

I am sometimes satisfied with...

I am sometimes dissatisfied with...

I am always or almost always dissatisfied with...

Now that you've actually used the product, how satisfied with it are you?

Dissatisfied

Satisfied

Behavioral Measures of Consumer Satisfaction

Strongly Disagree	Sometimes Disagree	Neither	Sometimes Agree	Strongly Agree


If I had it to do over again, I would purchase [BRAND] Behavioral Measure


My choice to buy [BRAND] was a good one. Behavioral Measure


I feel bad about my decision concerning [BRAND] Behavioral Measure


I think that I did the right thing when I decided to buy [BRAND] Behavioral Measure


I am not happy that I purchased [BRAND] Behavioral Measure

Expectancy Value Measures of Customer Satisfaction

Please use the following scale to rate each feature

Please tell us how IMPORTANT each of the following features are in your evaluation of [BRAND].

Delightful

Excellent

Satisfactory

Unsatisfactory

Failure

Very
Important

Somewhat
Important

Neither

Somewhat
Unimportant

Very
Unimportant

Overall Quietness

Overall Style

Please rate the helpfulness of this information...

Delightful

Satisfactory

Failure


To improve this information, I would suggest the following be added:

How To Guides

How to Build a Survey
How to Write Great Questions
How to Build Great Surveys
How to Build Survey Branching
How to Build Survey Structure
How to Increase Online Survey Response Rates

How to Build Satisfaction Surveys
How to Build Customer Satisfaction Surveys
How to Build Satisfaction Surveys - examples
How to Build Service Quality Surveys
How to Build Advertising Surveys

How to Build Employee Satisfaction Surveys
How to Build Employee 360 Degree Feedback Surveys
How to Build Employee Attitude Surveys
How to Build Employee Behavioral Interviews
How to Build Employee Benefits Surveys
How to Build Employee Exit Interview Surveys
How to Build Employee Job Satisfaction Surveys
How to Build Employee Retention Surveys
How to Build Employee Surveys