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?

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>?

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.

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 ?

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>?

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?

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