Sample Customer Satisfaction Survey/ Sample Questions for Customer Satisfaction Survey
This detailed customer service survey asks participants about their level of satisfaction during an in-store visit. Topics of inquiry are: quality of salesperson, quality of store/location, and history of client experience/purchases at that particular store.
For the next few questions, please think about the salesperson that you had the most interaction with during your visit to The Store.
For the next few questions, please think about the salesperson that you had the most interaction with during your visit to The Store.
How attentive was the salesperson to your needs?
How understanding was the salesperson to your needs?
How respectful was the salesperson?
How knowledgeable was the salesperson about the product(s)/service(s) in the store?
Was the salesperson dressed professionally?
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Yes
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No
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Did the salesperson offer you coupons, discounts, or other promotions?
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Yes
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No
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Did you express any concerns to the salesperson?
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Yes
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No
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Were your concerns addressed to your satisfaction by the salesperson?
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Yes
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No
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Why weren't your concerns addressed to your satisfaction by the salesperson?
Characters Remaining:
Would you like someone from the store to follow-up with you about your concerns?
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Yes
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No
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Please rate the cleanliness of the store.
How easy or difficult was it to navigate through the store?
Do you think there were enough signs in the store to provide needed information on navigation?
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Yes
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No
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How visually appealing was the set-up of the store?
What do you think could be done to make the set-up of the store more visually appealing?
Characters Remaining:
Did you purchase anything during your visit?
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Yes
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No
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What did you purchase during your visit?
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Item 1
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Item 2 |
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Item 3 |
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Item 4
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Item 5 |
Did you return an item during your visit?
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Yes
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No
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If you answered "yes" to the previous question and DID return an item, how much did you know about the store's return policy prior to your return?
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A lot
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A little
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Nothing at all
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How long were you in the store during your visit?
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1 to 5 minutes
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6 to 10 minutes
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11 to 30 minutes
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31 to 60 minutes
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More than 60 minutes
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Did you wait in line during your visit?
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Yes
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No
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How many minutes did you wait in line?
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1 to 5 minutes
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6 to 10 minutes
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11 to 20 minutes
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21 to 30 minutes
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More than 30 minutes
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About how often do you shop at this store?
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Almost every day
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A few times a week
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Once a week
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Once or twice a month
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A few times a year
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Once a year or less
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Was this the closest store chain to your home?
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Yes
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No
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What are the main reasons you go to this particular store? Please check all that apply.
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Customer service |
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More products/services offered |
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Price is better |
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Less crowded |
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Store layout is nicer |
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Convenient location to work |
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Convenient location to another location |
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Other (please specify) |
Overall, please rate the quality of service that you received during this visit.
How likely or unlikely is it that you will return to this store?
Would you recommend this store to a colleague, friend, or family member?
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Yes
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No
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If you answered no to the previous question and would NOT recommend this store, please tell us why.
Characters Remaining:
What is your gender?
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Female
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Male
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What is your age?
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18 to 25
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26 to 34
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35 to 49
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50 to 64
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65 and over
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What is the highest level of education that you have achieved?
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Less than high school diploma
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High school diploma or GED
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Associates degree or trade school
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College degree
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Graduate school degree
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What was your household income in 2006?
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$0 to $24,999
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$25,000 to $49,999
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$50,000 to $74,999
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$75,000 to $99,999
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$100,000 to $124,999
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$125,000 to $149,999
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$150,000 or more
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Who in your household usually makes the primary decision for purchases?
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Myself
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My spouse
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My parent
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My son or daughter
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Other (please specify)
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Please provide your preferred email address so that we may contact you with promotional items, discounts, and follow-up to this survey.
