Customer Satisfaction Questionnaire

Details

Generic opening 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. See figure 6.

Modified cause and effect model

click here to review purchase characteristics Click here to review the corporate image questions click here to review the customer expectation questions click here to review product quality questions click here to review the service quality questions cclick here to review the perceived quality questions click here to review the customer satisfaction questions click here to review the customer loyalty questions click here to review the quality improvement questions Figure 6. Modified cause and effect model.

Reason for purchase at <company name>

Question 1. What was the primary reason you purchased our product and/or service solution from <company name>. (Tick box)

  • Price
  • Product
  • Quality support
  • Service and solution
  • Responsiveness and availability
  • People – friendliness and integrity
  • People – technical competences
  • Reliability

2 Importance of purchase characteristics

Question 2. How important were each of these characteristics when purchasing temporary rental solutions?

  • Price
  • Product
  • Quality support
  • Service and solution
  • Responsiveness and availability
  • People – friendliness and integrity
  • People – technical competences
  • Reliability

Use the 10-point scale where 1 means “not at all important” and 10 “very important”.