The Customer Quality Service Survey

DIRECTIONS: This survey asks you about how well a business serves customers. Show your opinion by circling one of the five (5) numbers next to each statement. If you think the company does much worse than expected select 1. If the company does much better than expected select 5. If your feelings are not strong, circle one of the numbers in the middle.
 
1

Much worse
Than expected
2

Somewhat worse
Than expected
3

About what 
I expected
4

Better than
expected
5

Much better
Than expected

 
1.
 The quality of our equipment.
1
2
3
4
5
2.
 The appearance of our physical facilities.
1
2
3
4
5
3.
 The appearance of our employees.
1
2
3
4
5
4.
 The appearance of our materials (pamphlets, statements, etc.)
1
2
3
4
5
5.
 Delivering on promises to do something by a certain time.
1
2
3
4
5
6.
 The sincerity of our interest in solving your problems.
1
2
3
4
5
7.
 Performing service right the first time.
1
2
3
4
5
8.
 Providing services at the time we promise to do so.
1
2
3
4
5
9.
 The accuracy of our records.
1
2
3
4
5
10.
 Telling you exactly when services will be performed.
1
2
3
4
5
11.
 Receiving prompt service from our employees.
1
2
3
4
5
12.
 The willingness of our employees to help you.
1
2
3
4
5
13.
 Never being too busy to respond to your requests.
1
2
3
4
5
14.
 Employee actions that instill confidence in you.
1
2
3
4
5
15.
 The safety you feel in transactions with our employees.
1
2
3
4
5
16.
 The courteousness of our employees.
1
2
3
4
5
17.
 The ability of our employees to answer your questions.
1
2
3
4
5
18.
 The individual attention you received from us.
1
2
3
4
5
19.
 The convenience of our operating hours.
1
2
3
4
5
20.
 The personal attention you received from our employees.
1
2
3
4
5
21.
 Having your best interests at heart.
1
2
3
4
5
22.
 The ability of our employees to understand your specific needs.
1
2
3
4
5
Overall Quality
23.
 How would you rate the overall service you received?
1
2
3
4
5
24.
 Considering the time, effort and money you spent with us, how would you rate the overall value provided?
1
2
3
4
5