Service Feedback Form
I. General Satisfaction
How satisfied were you with the overall service you received?
Very satisfied
Satisfied
Neither
Dissatisfied
Very dissatisfied
How likely are you to recommend our service to a friend or colleague?
Not at all likely
Very unlikely
Unlikely
Likely
Very likely
Extremely likely
Did the service meet your expectations?
Yes
No
Partially
What was your overall impression of our service?
II. Specific Aspects of the Service
Communication:
How clear and effective was the communication you received?
Very Poor
Poor
Average
Good
Excellent
Did we keep you informed about the progress of your service?
Yes
No
Sometimes
How easy was it to contact us?
Very Difficult
Difficult
Average
Easy
Very Easy
Responsiveness:
How quickly did we respond to your initial inquiry?
Very Slow
Slow
Average
Fast
Very Fast
How promptly were your requests or issues addressed?
Very Slowly
Slowly
Average
Promptly
Very Promptly
Professionalism:
How professional and courteous was our staff?
Very Unprofessional and Very Discourteous
Unprofessional and Discourteous
Average
Professional and Courteous
Very Professional and Very Courteous
Did our staff demonstrate sufficient knowledge and expertise?
Not at all
Very little
A little
Moderately
Quite a bit
A lot
Completely
Quality of Service:
How would you rate the quality of the service itself?
Very Poor
Poor
Average
Good
Excellent
Did the service resolve your issue or fulfill your need?
Yes
No
Partially
Efficiency:
How efficient was the service process?
Very Inefficient
Inefficient
Average
Efficient
Very Efficient
Did the service take a reasonable amount of time?
Yes
No
Partially
Value for Money:
How would you rate the value you received for the price you paid?
Very Poor Value
Poor Value
Average
Good Value
Excellent Value
Do you feel the service was worth the cost?
Yes
No
Unsure
III. Other Information
What did you like most about our service?
What could we do to improve our service?
Is there anything else you would like to share with us about your experience?
What specific aspects of the service were most important to you?
IV. Demographic Information
Age Range:
Gender:
Female
Male
How did you hear about our service?
Form Template Instructions
Form Template Instructions
Please remove Form Template Instructions before publishing this form
Tips for Designing Your Form:
- Keep it concise: Don't overwhelm customers with too many questions.
- Make it easy to understand: Use clear and simple language.
- Ensure anonymity (if desired): Let respondents know their feedback will be kept confidential.
- Thank respondents for their time: Show appreciation for their feedback.
Strengths:
- Comprehensive Coverage: It addresses key aspects of service, including general satisfaction, communication, responsiveness, professionalism, quality, efficiency, and value.
- Mix of Question Types: The combination of scales, yes/no/partially questions, and open-ended questions allows for both quantitative and qualitative data collection. This gives you a good understanding of what people think and why.
- NPS Included: The inclusion of the Net Promoter Score (likelihood to recommend) is excellent for measuring customer loyalty and predicting future growth.
- Open-Ended Questions in Other Information: These are crucial for gathering rich, detailed feedback that you might not get from scaled questions. They allow customers to express their thoughts and feelings in their own words.
- Demographic Information: Collecting demographic data (age range, gender) can be valuable for segmenting your feedback and identifying trends among different customer groups. Including "How did you hear about us?" is essential for understanding your marketing effectiveness.
- Clear Structure: The form is organized logically, making it easy for respondents to navigate.
Areas for Potential Improvement:
- "Yes/No/Partially" Questions: While these are useful, consider adding a "Why?" follow-up question for the "Partially" responses. This would give you more context. For example, if someone says "Partially" to "Did the service resolve your issue?", a follow-up "Please explain why" would be beneficial.
- Open-Ended Question Prompts: The open-ended questions are good, but you could make them even more focused. For example, instead of "What could we do to improve our service?", you could ask "What is one specific thing we could do to improve your experience?" This might yield more actionable feedback.
- Consider a "Contact Me" Option: At the end of the form, consider adding a checkbox or question like, "May we contact you to discuss your feedback further?" This allows you to follow up with customers who have specific concerns or suggestions.
Overall:
This is a well-designed feedback form. By implementing the suggested improvements, you can make it even more effective at gathering valuable insights into your service quality. Remember that the key is to not just collect the data, but also to analyze it and act on it.