Customer Feedback Form

Customer expressing satisfaction during meeting discussion

I. Overall Experience

How satisfied were you with your overall experience?

How likely are you to recommend us?

What is your overall satisfaction in general?

What was the best part of your experience?

What could we have done to improve?

Any additional comments?

II. Customer Service/Support

How satisfied were you with the customer service you received?

How knowledgeable was our staff?

How prompt was our response to your inquiry?

Was your issue resolved to your satisfaction?

How friendly and helpful was the staff?

How easy was it to contact customer support?

III. Website/Online Experience

How easy was it to navigate our website?

Did you find the information you were looking for?

How would you rate the speed of our website?

How would you rate the look and feel of our website?

Was the checkout process easy to understand?

IV. Demographic Information

Age Range:

Gender:

Location:

How often do you use our [Product/Service]?

How did you hear about us?

V. Other Information

What are your thoughts on [specific topic]?

What suggestions do you have for us?

Is there anything else you would like to share?

Form Template Instructions

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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.

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