The Questionnaire

Listed below are the measures of service delivery that are included in the standard focust survey. Respondents are asked to rate these aspects on a 5 point rating scale from “Very dissatisfied” through to “Very satisfied”.

Service Measures

  1. Knowing who to contact with enquiries or problems
  2. Knowing how to contact the business with enquiries or problems
  3. Accessibility of customer service staff
  4. Willingness of customer service staff to help
  5. Willingness of customer service staff to go the “extra mile”
  6. Being listened to and understood
  7. Business/Product knowledge of customer service staff
  8. Someone taking responsibility to meet your needs
  9. Being kept informed and updated on progress
  10. Timeliness of response to enquiries/problems
  11. Level of attention to detail
  12. Delivering on promises made

Respondents are then asked to select from the list above, the two most important areas to their level of satisfaction with your business.

Overall Perceptions of the Organisation

Considering the level of service you receive from us and the products or service we have to offer, please answer the following questions:

  1. Overall, I was satisfied with the products/service
  2. Overall, the service received represents good value
  3. I would use this organisation again
  4. I would recommend this organisation to my colleagues

What is the ONE thing we do well when providing our service to you?

What is the ONE thing we could do to improve our service to you?

Examples of additional questions

Below are examples of some additional questions you might like to add, depending on your industry or type of work. Extra questions can be added to the standard questionnaire above for $250+gst per group of 5 questions.

We would like to know how satisfied you are with the following aspects of our product or service offering. Please rate your level of satisfaction with...

  1. Our range of products
  2. The quality of our products
  3. The ease of use of our products
  4. The quality of information on our website
  5. The price competitiveness of our products

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