The Questionnaire
Listed below are the measures of service delivery that are included in the standard focust survey. Respondents are asked to rate these aspects on a 5 point rating scale from “Very dissatisfied” through to “Very satisfied”.
Service Measures
- Knowing who to contact
- Accessibility of the contact person/people
- Willingness to help of contact person/people
- Knowing what to expect
- Knowing when to expect things
- Being listened to & understood
- Someone taking responsibility to meet my needs
- Being kept informed and updated on progress
- Level of attention to detail
- Speed of response and delivery
- Delivery of promises made
Respondents are then asked to select from the list above, the two most important areas to their level of satisfaction with your business.
Overall Perceptions of the Organisation
Considering the level of service you receive from us and the products or service we have to offer, please answer the following questions:
- Overall, I was satisfied with the products/service
- Overall, the service received represents good value
- I would use this organisation again
- I would recommend this organisation to my colleagues
What is the ONE thing we do well when providing our service to you?
What is the ONE thing we could do to improve our service to you?
Examples of additional questions
Below are examples of some additional questions you might like to add, depending on your industry or type of work. Extra questions can be added to the standard questionnaire above for $250+gst per group of 5 questions.
We would like to know how satisfied you are with the following aspects of our product or service offering. Please rate your level of satisfaction with...
- Our range of products
- The quality of our products
- The ease of use of our products
- The quality of information on our website
- The price competitiveness of our products
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