[Street Address] [City, ST ZIP Code]	p. [Telephone] f. [Fax]	[Email] [Web address]
[Client Satisfaction Survey Report] [Date]

Table of Contents

Executive Summary	2

Methodology	2

Demographics	3

Overall Satisfaction	4

The Survey	5

Survey Results	8

Executive Summary

Use the sample content throughout this template to help you get started with planning your client satisfaction (or similar) survey. Edit and add to the sample content to fit your business and to include the information that you want to gather with your survey. For example, when reporting survey results, you might want to include a summary of key result figures in this executive summary section. A complete sample survey is also included (at the end of this document) that you can use on its own and customize as needed to create your survey. Note: To delete any tip (such as this), just click the tip text and then press the spacebar.

Consumers were asked to participate in an anonymous survey to help the company’s customer service department evaluate the effectiveness of their services. The survey included questions about the client’s most recent experience. It asked questions about their interaction with staff, staff response times; and whether the client’s issue was resolved. The survey also asked respondents to give an overall summary of their experience. A total of [325] responses were received from a total of [1000] surveys mailed to customers.

Items on the survey were worded as positive statements or direct questions, and included the following topics:

Overall communication response time

The customer service representative’s level of knowledge

Professional characteristics of the customer service representative

Whether the problem had been resolved

Note: The complete survey questionnaire is included later in this document for reference.

Methodology

The survey forms were developed with input from top managers, executives, and middle managers. A preliminary draft of the survey was then sent to several of the company’s most active clients, who were asked to respond to the questions and make suggestions for possible changes, additions, or deletions.

The final survey form asked respondents about their satisfaction level based on their most recent contact with the company’s customer service department. Customers were asked to complete the questionnaire and return it to the survey administrator in the postage-paid envelope provided.

Questionnaire topics included:

Method of contact

Response time

Representative’s level of knowledge

Characteristics of the representative, including attentiveness, courtesy, enthusiasm, friendliness, listening skills, patience, and responsiveness

The process used to resolve their issue

Overall appearance of the store

The convenience of the store’s location

The survey administrator checked returned surveys for missing information and responses that would cause scanning errors. After scanning, the responses were imported into Microsoft® Excel and errors were checked against the individual forms. Data analysis was completed using Excel.

Note: The results reported can only be considered the opinions of the survey participants. They cannot be generalized to represent the entire client population as a whole.

Demographics

Survey responses are broken out by several demographic categories, as follows:

The percentage of respondents are broken out by:

Under age 18

Age 18 to 44

Age 45 - 64

Age 65 and above

Gender

Education level

Overall Satisfaction

The overall level of satisfaction uses an average of replies to quantifiable survey questions, based on a scale of 1 (extremely negative) through 5 (extremely positive). Following is an example summary of demographic areas for which overall satisfaction is calculated:

Percentage of respondents younger than 18 or over 64 who expressed less satisfaction than those between the ages of 18 and 64

Satisfaction level by gender

Satisfaction relative to education level of respondents over the age of 18

The Survey

Customer Service Department Satisfaction Survey

You recently contacted our customer service department. We want to follow-up to ensure that you were satisfied with the outcome of that contact.

Please help us improve our service by completing this short survey.

After you return your survey using the postage-paid envelope provided, we will send you a gift certificate valued at [$10] to thank you for your time. Please allow four to six weeks for receipt of your gift certificate.

Please tell us just a bit about yourself…

Your Age

☐	Under 18	☐	45 – 64	☐	I prefer not to respond
☐	18 – 44	☐	65 or over

Your Gender

☐	Female	☐	Male	☐	I prefer not to respond

Your Education Level

☐	Some high school	☐	Some college coursework	☐	I prefer not to respond
☐	High school graduate	☐	College graduate

Our communication response time…

In your most recent customer service experience, how did your contact our representative?

☐	Telephone	☐	Live online chat	☐	In person

How long did you have to wait before speaking with a representative?

☐	Right away	☐	Between 3 – 5 minutes	☐	More than 10 minutes
☐	Less than 3 minutes	☐	Between 5 – 10 minutes

It was quick and easy to connect with a customer service representative.

☐	Strongly agree	☐	Neutral	☐	Strongly Disagree
☐	Agree	☐	Disagree

Which of the following best describes the outcome of your most recent customer service contact?

☐	My issue was fully resolved	☐	I was referred to someone else	☐	Representative did not understand my issue
☐	My issue was partially resolved	☐	I received wrong or unclear information	☐	Other

How many times did you have to contact customer service before this issue was resolved?

☐	My issue was resolved on the initial contact	☐	4 or more times
☐	2 – 3 times	☐	My issue is not yet resolved

The representative’s knowledge and professionalism…

The representative was knowledgeable.

☐	Strongly agree	☐	Neutral	☐	Strongly Disagree
☐	Agree	☐	Disagree

How would you best describe the outcome of your contact?

☐	My issue was fully resolved	☐	I was referred to someone else	☐	Representative did not understand my issue
☐	My issue was partially resolved	☐	I received wrong or unclear information	☐	Other

How well do the following terms describe the representative?

Rate each term on a scale of 1 (not at all) to 5 (very well).

1	2	3	4	5
Courteous	☐	☐	☐	☐	☐
Enthusiastic	☐	☐	☐	☐	☐
Friendly	☐	☐	☐	☐	☐
Good listener	☐	☐	☐	☐	☐
Patient	☐	☐	☐	☐	☐
Responsive	☐	☐	☐	☐	☐

Overall, how was the process for getting your issue resolved?

☐	Excellent	☐	Neutral	☐	Extremely poor
☐	Good	☐	Poor	☐

Characteristics of the store …

How did you find the store’s overall appearance?

☐	Clean and well stocked	☐	Unclean but well stocked	☐	Lobby/restrooms clean
☐	Clean but with empty shelves	☐	Unclean and with empty shelves	☐	Lobby/restrooms dirty

How would you rate the convenience of the store location?

☐	Excellent	☐	Neutral	☐	Extremely poor
☐	Good	☐	Poor	☐

If your problem is not yet resolved…

Please give us one more chance to make things right. Just check the contact box below and one of our Customer Service Managers will contact you.

☐ I would like a Customer Service Manager to contact me regarding my unresolved issue.

If requesting follow-up, please provide your preferred contact information:

Thank you very much for taking the time to complete this survey. Your input is valued and very much appreciated!

Survey Results

You might want to provide a complete summary of responses in table format, as shown in the example that follows. Then add some charts to give visual impact to your key results.

Communication response time

Method of contact

Response	Count
Telephone	188
Live online chat	36
In person	99
No response	2

Wait time

Response	Count
None	18
< 3 minutes	114
3 – 5 minutes	62
5 – 10 minutes	48
> 10 minutes	75
No response	8

Connecting with customer service was quick and easy

Response	Count
Strongly agree	72
Agree	88
Neutral	69
Disagree	43
Strongly disagree	45
No response	8

Outcome of contact

Response	Count
Fully resolved	75
Partially resolved	85
Referred to other	59
Given wrong/unclear info	32
Representative did not understand issue	12
Other	60
No response	2

Number of customer service contacts to resolve issue

Response	Count
1	60
2 – 3	165
4 or more	32
Not yet resolved	66
No response	2