[Client

Satisfaction
Survey Report]
[Date]

[Street Address] p. [Telephone] [Email]

[City, ST ZIP Code] f. [Fax] [Web address]
Table of Contents
I. Executive Summary2
II. Methodology 2
III. Demographics 3
IV. Overall Satisfaction4
V. The Survey 5
VI. Survey Results5
Executive Summary
Use the sample content throughout this template to help you get started with planning your client
satisfaction (or similar) survey.

Edit and add to the sample content to fit your business and to include the information that you want
to gather with your survey. For example, when reporting survey results, you might want to include a
summary of key result figures in this executive summary section.

A complete sample survey is also included (at the end of this document) that you can use on its own
and customize as needed to create your survey.

Note: To delete any tip (such as this), just click the tip text and then press the spacebar.

Consumers were asked to participate in an anonymous survey to help the companys

customer service department evaluate the effectiveness of their services. The survey
included questions about the clients most recent experience. It asked questions about
their interaction with staff, staff response times; and whether the clients issue was
resolved. The survey also asked respondents to give an overall summary of their
experience. A total of [325] responses were received from a total of [1000] surveys mailed
to customers.

Items on the survey were worded as positive statements or direct questions, and included
the following topics:

Overall communication response time

The customer service representatives level of knowledge
Professional characteristics of the customer service representative
Whether the problem had been resolved

Note: The complete survey questionnaire is included later in this document for reference.

Methodology
The survey forms were developed with input from top managers, executives, and middle
managers. A preliminary draft of the survey was then sent to several of the companys most
active clients, who were asked to respond to the questions and make suggestions for
possible changes, additions, or deletions.

The final survey form asked respondents about their satisfaction level based on their most
recent contact with the companys customer service department. Customers were asked to
complete the questionnaire and return it to the survey administrator in the postage-paid
envelope provided.

Questionnaire topics included:

Method of contact

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 2

 Response time
Representatives level of knowledge
Characteristics of the representative, including attentiveness, courtesy, enthusiasm,
friendliness, listening skills, patience, and responsiveness
The process used to resolve their issue
Overall appearance of the store
The convenience of the stores location

The survey administrator checked returned surveys for missing information and responses
that would cause scanning errors. After scanning, the responses were imported into
Microsoft Excel and errors were checked against the individual forms. Data analysis was
completed using Excel.

Note: The results reported can only be considered the opinions of the survey participants.
They cannot be generalized to represent the entire client population as a whole.

Demographics
Survey responses are broken out by several demographic categories, as follows:

The percentage of respondents are broken out by:

Under age 18
Age 18 to 44
Age 45 - 64
Age 65 and above

Gender
Education level

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 3

Overall Satisfaction
The overall level of satisfaction uses an average of replies to quantifiable survey questions,
based on a scale of 1 (extremely negative) through 5 (extremely positive). Following is an
example summary of demographic areas for which overall satisfaction is calculated:

Percentage of respondents younger than 18 or over 64 who expressed less satisfaction

than those between the ages of 18 and 64
Satisfaction level by gender
Satisfaction relative to education level of respondents over the age of 18

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 4

The Survey
Customer Service Department Satisfaction Survey
You recently contacted our customer service department. We want to follow-up to ensure
that you were satisfied with the outcome of that contact.

Please help us improve our service by completing this short survey.

After you return your survey using the postage-paid envelope provided, we will send you a
gift certificate valued at [$10] to thank you for your time. Please allow four to six weeks for
receipt of your gift certificate.

Please tell us just a bit about yourself

Your Age

Under 18 45 64 I prefer not to

respond
18 44 65 or over

Your Gender

Female Male I prefer not to

respond

Your Education Level

Some high school Some college I prefer not to

coursework respond
High school College graduate
graduate

Our communication response time

In your most recent customer service experience, how did your contact our representative?

Telephone Live online chat In person

How long did you have to wait before speaking with a representative?

Right away Between 3 5 More than 10

minutes minutes
Less than 3 Between 5 10
minutes minutes

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 5

It was quick and easy to connect with a customer service representative.

Strongly agree Neutral Strongly Disagree

Agree Disagree

Which of the following best describes the outcome of your most recent customer service
contact?

My issue was fully I was referred to Representative did

resolved someone else not understand my
issue
My issue was I received wrong Other
partially resolved or unclear
information

How many times did you have to contact customer service before this issue was resolved?

My issue was resolved on the 4 or more times

initial contact
2 3 times My issue is not yet resolved

The representatives knowledge and professionalism

The representative was knowledgeable.

Strongly agree Neutral Strongly Disagree

Agree Disagree

How would you best describe the outcome of your contact?

My issue was fully I was referred to Representative did

resolved someone else not understand my
issue
My issue was I received wrong Other
partially resolved or unclear
information

How well do the following terms describe the representative?

Rate each term on a scale of 1 (not at all) to 5 (very well).

1 2 3 4 5
Courteous
Enthusiastic
Friendly
Good listener
Patient
Responsive

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 6

Overall, how was the process for getting your issue resolved?

Excellent Neutral Extremely poor

Good Poor

Characteristics of the store

How did you find the stores overall appearance?

Clean and well Unclean but well Lobby/restrooms

stocked stocked clean
Clean but with Unclean and with Lobby/restrooms
empty shelves empty shelves dirty

How would you rate the convenience of the store location?

Excellent Neutral Extremely poor

Good Poor

If your problem is not yet resolved

Please give us one more chance to make things right. Just check the contact box below and
one of our Customer Service Managers will contact you.

I would like a Customer Service Manager to contact me regarding my unresolved issue.

If requesting follow-up, please provide your preferred contact information:

Thank you very much for taking the time to complete this survey. Your input is valued and
very much appreciated!

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 7

Survey Results
You might want to provide a complete summary of responses in table format, as shown in the
example that follows. Then add some charts to give visual impact to your key results.

Communication response time

Method of contact

Response Count
Telephone 188
Live online chat 36
In person 99
No response 2

Wait time

Response Count
None 18
< 3 minutes 114
3 5 minutes 62
5 10 minutes 48
> 10 minutes 75
No response 8

Connecting with customer service was quick and easy

Response Count
Strongly agree 72
Agree 88
Neutral 69
Disagree 43
Strongly disagree 45
No response 8

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 8

Outcome of contact

Response Count
Fully resolved 75
Partially resolved 85
Referred to other 59
Given wrong/unclear info 32
Representative did not understand issue 12
Other 60
No response 2

Number of customer service contacts to resolve issue

Response Count
1 60
23 165
4 or more 32
Not yet resolved 66
No response 2

[CLIENT SATISFACTION SURVEY REPORT] - [DATE] 9