Provided by the International Finance Corporation
An effective customer satisfaction survey program should focus on measuring customer perceptions of how well the SME delivers on the critical success factors and dimensions of its business. These usually include factors like service promptness, product quality, staff responsiveness, and understanding of the client’s problems and expectations.
The document that you can download below intends to provide an example of such a survey. It is intended to be a simple and practical tool to be adjusted and used by SMEs working in all sectors. It provides the standard questions that will allow to assess common areas that impact customer’s satisfaction. You may adapt them to reflect your business needs, type of clientele, products and services you offer.
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Customer Satisfaction Survey Form |
For more resources
- Get better customer input
- Customer feedback
- Providing superior customer service
- How to follow up with customers
- Customer service action form
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