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Causal model driver questions

The customer satisfaction survey questionnaire is constructed along the modified ECSI model using generic opening questions, causal model driver & result questions, and generic closure questions. You can use the model/image below to navigate to the individual components.

Customer satisfaction model - corporate image

Corporate image

How do you perceive the general image of <company name> in terms of products and services?

  • Question 3. The image of being a reliable company?
  • Question 4. The image of being a professional knowledgeable company?
  • Question 5. The image of offering good value for money?

Use the scale where 1 means "very low" and 10 "very high".

Customer satisfaction model - customer expectations

Customer expectation

Based on your previous experience what do you expect from <company name>?

  • Question 6. Low cost of products and services:
  • Question 7. High quality of service and support;
  • Question 8. Very quick reaction time and direct product availability;

Use the scale where 1 means "very low" and 10 means "very high".

Fulfilment of expectations

<company name> being a <USP1> and <USP2> partner, likes to fulfil all your expectations.

  • Question 9. To what degree do you consider that <company name> fulfils all your expectations?

Use the scale where 1 means "Much less then expected" and 10 means "Much more then expected".

Customer satisfaction model - perceived product quality

Customer perceived product quality

How would you rate your own experience concerning the product quality as previously delivered by ?

  • Question 10. The reliability of our products?
  • Question 11. The quality of our shipments?
  • Question 12. The punctuality of our logistical services?
  • Question 13. Technical/quality documentation offered by <company name>?

Use the scale where 1 means "very low", and 10 "very high".

Customer satisfaction model - perceived service quality

Customer perceived service quality

How would you rate your own experience concerning the service quality during the last experience, delivered by <company name>?

  • Question 14. The quality of service and advice offered by employees of <company name>?
  • Question 15. The quality of the logistical services delivered by <company name> (stock orders, JIT, VMI)?
  • Question 16. The overall quality of the services delivered by <company name>?

Use the scale where 1 means "very low", and 10 "very high".

Customer satisfaction model - perceived value

Customer perceived value

Consider the product, service and support you have received from <company name>. How do you rate this in relation to the prices charged?

  • Question 17. The products charges are good value for money?
  • Question 18. The service charges are good value for money?
  • Question 19. The overall charges are good value for money?

Use the scale 1 meaning "very low value for money", and 10 "very high value for money".