Customer Feedback Form

Please remove Form Template Instructions before publishing this form

Strengths:

Comprehensive Coverage:

• The form covers a wide range of aspects, from overall experience to specific areas like customer service and website usability. This allows for a holistic view of customer satisfaction.

Balanced Question Types:

• It effectively uses a mix of rating scales, yes/no questions, and open-ended questions. This provides both quantitative and qualitative data.

Optional Demographics:

• Including optional demographic questions allows for valuable segmentation and analysis without being intrusive.

Clear Categorization:

• Organizing the questions into clear sections (Overall Experience, Customer Service, etc.) makes the form easy to navigate and understand.

Actionable Feedback:

• Questions like "What could we have done to improve?" and "What suggestions do you have?" are designed to elicit actionable feedback that can lead to improvements.

Potential Insights and Considerations:

Overall Experience:

• The "Net Promoter Score" (NPS) question ("How likely are you to recommend?") is a powerful metric for gauging customer loyalty.
• The open-ended questions in this section can reveal underlying reasons for satisfaction or dissatisfaction.

Customer Service/Support:

• This section is crucial for identifying areas where customer service can be improved.
• Pay close attention to the "Was your issue resolved?" question, as it directly impacts customer retention.

Website/Online Experience:

• If your business relies heavily on its website, this section is essential.
• The "checkout process" question is particularly important for e-commerce businesses.

Demographics:

• Analyze demographic data to identify trends and patterns.
• For example, you might find that younger customers prefer online support, while older customers prefer phone support.

Open-Ended Questions:

• These questions provide valuable qualitative data that can't be captured by rating scales.
• Look for recurring themes and patterns in the responses.
• Specific topic in the open ended questions needs to be replaced with the actual topic that you want feedback on.

Follow-Up:

• Consider following up with customers who provide negative feedback to address their concerns.
• Thank customers for their feedback, regardless of whether it's positive or negative.

In summary:

This form is a strong foundation for gathering valuable customer feedback. By carefully analyzing the data and taking action on the insights, you can improve customer satisfaction and drive business growth.