KAPP Relationship Survey SAMPLE

We are conducting our relationship survey to identify areas that will improve our customer experiences. We will provide access to our CSAT report for all customers/stakeholders. Your opinions are the most critical component of our company’s DNA.

Thank you in advance for those opinions.

First, the following questions are based on a 5-point satisfaction scale, used to calculate a weighted average score, where

Question 1

Please rate your overall satisfaction with our company’s ease of doing business practices?

Question 2

Please rate your overall satisfaction with our company’s industry thought leadership?

Question 3

Please rate your overall satisfaction with our company’s invoicing/administrative practices?

Question 4

Please rate your overall satisfaction with our company’s employee’s commitment to customer satisfaction?

Question 5

Please rate your overall satisfaction with our company’s executive management commitment to customer satisfaction?

Question 6

Please rate your overall satisfaction with our product features?

Question 7

Please rate your overall satisfaction with our product reliability?

Question 8

Please rate your overall satisfaction with our product quality?

Question 9

Please rate your overall satisfaction with our product cost of ownership?

Question 10

Please rate your overall satisfaction with our product overall performance?

Question 11

Please rate your overall satisfaction with our technical customer support (field/phone)?

Question 12

Please rate your overall satisfaction with our service organization’s ease of doing business practices?

Question 13

Please rate your overall satisfaction with our service organization’s customer order processing?

Question 14

Please rate your overall satisfaction with our customer training?

Question 15

Please rate your overall satisfaction with our customer service organization’s overall performance?

Question 16

Please rate your overall satisfaction with our sales organization’s knowledge of your industry?

Question 17

Please rate your overall satisfaction with our sales organization’s knowledge of your products & services?

Question 18

Please rate your overall satisfaction with our sales organization’s ease of doing business practices?

Question 19

Please rate your overall satisfaction with our sales organization’s ability to provide a comprehensive solution?

Question 20

Please rate your overall satisfaction with our sales organization’s overall performance?

Question 21

Please rate your overall satisfaction with our marketing organization ability to provide valuable product/services information?

Question 22

Please rate your overall satisfaction with our marketing organization ability to provide valuable case study/testimonial information?

Question 23

Please rate your overall satisfaction with our marketing organization ability to provide valuable webcast/newsletter information?

Question 24

Please rate your overall satisfaction with our marketing organization’s ability to provide valuable benchmark performance information?

Question 25

Please rate your overall satisfaction with our marketing organization’s overall performance?

Next, the following questions are based on a 5-point loyalty scale, used to calculate a weighted average score, where

Question 26

Please rate your willingness to recommend our products?

Question 27

Please rate your willingness to recommend our technical customer support?

Question 28

Please rate your willingness to recommend our customer training?

Question 29

Please rate your willingness to recommend our customer service order processing?

Question 30

Please rate your willingness to recommend our company?

Question 31

Please rate your willingness to recommend our sales organization?

Question 32

Please rate your willingness to recommend our marketing organization?

Next, following questions are based on a scale 0-10, may be used for NPS comparisons, where

Question 33

Please rate your overall willingness to recommend our company?

Question 34

Please rate your overall willingness to recommend our Products?

Question 35

Please rate your overall willingness to recommend our Customer Service?

Next, the following questions are based on a 5-point scale, used to calculate a weighted average score, where

Question 36

Please rate your overall satisfaction with our company compared to our competitors?

Question 37

Please rate your overall satisfaction with our product(s) compared to our competitors?

Question 38

Please rate your overall satisfaction with our sales organization compared to our competitors?

Question 39

Please rate your overall satisfaction with our marketing organization compared to our competitors?

Question 40

Please rate your overall satisfaction with our customer service organization compared to our competitors?

Question 41

Please rate your overall satisfaction with our customer service compared to your best-in-class vendors?

Question 42

Next, please tell us if you require immediate corrective action to an outstanding problem with a brief description.

Yes – What Issue?
No
Comment

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Question 43

Please tell us if you would like to learn how we can provide additional value to your bottom line via increased revenue, increased productivity and/or decreased costs?

Yes – What issue?
No
Comment

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Question 44

Please tell us if your organization would consider purchasing additional products/services with our preferred client discount?

Yes – What products/services?
No
Comment

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Question 45

Lastly, please provide any other comments that would improve your customer experience?

Comment

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Thank you for your valuable opinions.