The Customer Service Quality Survey
1.
The quality of our equipment.
1
2
3
4
5
2.
The appearance of our physical
facilities.
1
2
3
4
5
3.
The appearance of our employees.
1
2
3
4
5
4.
The appearance of our materials
(pamphlets, statements, etc.)
1
2
3
4
5
5.
Delivering on promises to do something
by a certain time.
1
2
3
4
5
6.
The sincerity of our interest
in solving your problems.
1
2
3
4
5
7.
Performing service right the first
time.
1
2
3
4
5
8.
Providing services at the time
we promise to do so.
1
2
3
4
5
9.
The accuracy of our records.
1
2
3
4
5
10.
Telling you exactly when services
will be performed.
1
2
3
4
5
11.
Receiving prompt service from
our employees.
1
2
3
4
5
12.
The willingness of our employees
to help you.
1
2
3
4
5
13.
Never being too busy to respond
to your requests.
1
2
3
4
5
14.
Employee actions that instill
confidence in you.
1
2
3
4
5
15.
The safety you feel in transactions
with our employees.
1
2
3
4
5
16.
The courteousness of our employees.
1
2
3
4
5
17.
The ability of our employees to
answer your questions.
1
2
3
4
5
18.
The individual attention you received
from us.
1
2
3
4
5
19.
The convenience of our operating
hours.
1
2
3
4
5
20.
The personal attention you received
from our employees.
1
2
3
4
5
21.
Having your best interests at heart.
1
2
3
4
5
22.
The ability of our employees to
understand your specific needs.
1
2
3
4
5
Overall Quality
23.
How would you rate the overall
service you received?
1
2
3
4
5
24.
Considering the time, effort and
money you spent with us, how would you rate the overall value provided?
1
2
3
4
5
