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.

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”.