Customer Feedback Form Templates

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2 About the Author Guy is the founder and managing director of CustomerSure, software that lets companies gather, manage and respond to customer feedback to improve customer satisfaction. Before founding CustomerSure, Guy was Head of Services at Sage where he used his experience to transform 10% attrition into 20% growth. Alongside 14 years at Sage his CV includes British Airways and Logica. Guy s roles at Sage included R&D Director for the UK business and Head of Customer Services. During the period when Sage grew rapidly and entered the FTSE 100 the specific needs were to manage the growth and frequent acquisitions, to introduce customer-led development, to raise the bar on quality and reliability, to deliver on time and, most importantly, to recruit and support the team of people whose skill and hard work achieved those goals. Guy then took on commercial responsibility for services revenue and service delivery for mid-market customers.

3 Introduction I tried everything the book told me to. For years I heeded the advice of countless business experts in my attempts to improve customer satisfaction, loyalty and revenue. Nothing worked nearly so well as customer feedback, done right. And it makes sense. Because instead of trying to guess what s going on with customers you get to know. I want you to forget everything you ve experienced with customer feedback so far. I m willing to bet you ve found customer feedback forms are too long, ask irrelevant questions and are completely ignored once you ve completed them. This set of templates are working examples my company and our customers use to achieve: incredible response rates actionable advice to improve your business opportunities to fix problems and build customer loyalty They all follow 10 Ingredients for brilliant results, and The 3 Golden Rules of Requesting Customer Feedback. Guy

4 Ecommerce Feedback Form How easy was it to buy from us? How easy are we to deal with? How well did we keep you informed? How happy are you with your purchase(s)? How would you describe your experience with us overall (for our review page)? Is there anything else you d like to tell us?

5 Ecommerce Periodic Survey How satisfied are you with the quality of the products we supply? How easy are we to deal with? How would you rate the speed with which we fulfil your orders? How well do we communicate with you? How likely is it that you would recommend us to a friend or colleague? Is there anything we could improve on?

6 Post-Support Feedback Form We want to make sure we ve delivered service to the standard you expect. Thanks for taking the time to help us by giving feedback. How satisfied were you with the support you received? How would you rate our speed of response? How friendly and helpful were we? How would you describe our performance overall (for our customer review page)? Is there anything else you d like to tell us?

7 Customer Service Feedback Form How easy were we to contact? How good were we at understanding your problem? How would you rate the speed of resolution? How well did we keep you informed? How satisfied were you with the outcome? Is there anything we could improve on?

8 General Periodic Survey How effective are we at meeting your needs? How easy are we to deal with? How would you rate our speed? How well do we communicate? How likely is it that you would recommend us to a friend or colleague? Is there anything we could improve on?

9 Recreation & Leisure Feedback Form How would you rate the quality of our facilities? How friendly and helpful were we? How would you rate us on tidiness and maintenance? How would you rate us on cleanliness? Overall how would you rate your visit? Is there anything we could improve on?

10 Accommodation Feedback Form How easy was it to make a booking? How friendly and helpful were we? How would you rate the quality & comfort of the accommodation? How clean were our facilities and accommodation? Overall how would you rate your stay? Is there anything we could improve on?

11 Post-Invoice Feedback Form How satisfied are you with our service? How easy are we to deal with? How would you rate our communication with you? How would you describe our performance overall? Is there anything we could improve on?

12 Software Feedback Form How satisfied are you with us overall? How would you rate the quality of our software? How likely is it that you would recommend our company to a friend or colleague? What are the main benefits you get from using our software? Are there any improvements we could make to our software or service, or any blog topics that would help you?

13 Net Promoter Feedback Form How likely is it that you would recommend our company to a friend or colleague? How would you describe our performance overall? What could we do to improve?