Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
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9 0% (0) 10
11.1% (1)
AVERAGE 6.33 RESPONSES: 9
Computers and office 1 0% (0) 2 0% (0) 3
4 5
11.1% (1) 22.2% (2) 11.1% (1)
6 0% (0) 7
11.1% (1)
8
11.1% (1)
9
33.3% (3)
10 0% (0) AVERAGE 6.44 RESPONSES: 9
Toys, children and baby 1
3 4 5 2
22.2% (2) 11.1% (1) 22.2% (2) 11.1% (1) 11.1% (1)
6 0% (0) 7 0% (0) 8 0% (0) 9
22.2% (2)
10 0% (0) AVERAGE 4.11 RESPONSES: 9
Clothes, shoes and watches 1
11.1% (1)
2 0% (0) 3 4
22.2% (2)
33.3% (3)
5 0% (0) 6 0% (0) 7 0% (0) 8
11.1% (1)
9
11.1% (1)
10
11.1% (1)
AVERAGE 5.11 RESPONSES: 9
Hobbies, sports and leisure 1 0% (0) 2
4
11.1% (1)
3
33.3% (3) 11.1% (1)
5 0% (0) 6 0% (0) 7
22.2% (2)
8 0% (0) 9
22.2% (2)
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
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10 0% (0) AVERAGE 5.22 RESPONSES: 9
DIY, tools and car 1 0% (0) 2 0% (0) 3
5 4
33.3% (3) 11.1% (1) 11.1% (1)
6 0% (0) 7
8 9
22.2% (2) 11.1% (1) 11.1% (1)
10 0% (0) AVERAGE 5.44
4. Include subjective questions SURVEY ORDER NETT RESPONSES: 9
How do you feel about the following types of food? Position the cursor on the line relative to how you feel about each cuisine.
RESPONSES: 9
I Hate English Food_I Love English Food (I Hate English Food) -5 0% (0) -4 0% (0) -3
-2 -1 0 +1
22.2% (2) 11.1% (1) 11.1% (1) 11.1% (1) 11.1% (1)
+2 0% (0)
(I Love English
+3
11.1% (1)
+4
11.1% (1)
Food) +5
11.1% (1)
AVERAGE 0.44 RESPONSES: 9
I Hate Italian Food_I Love Italian Food (I Hate Italian Food) -5 0% (0) -4
11.1% (1)
-3 0% (0) -2
44.4% (4)
-1 0% (0) 0 0% (0) +1
11.1% (1)
+2 0% (0) +3 +4
22.2% (2) 11.1% (1)
(I Love Italian Food) +5 0% (0) AVERAGE -0.11 RESPONSES: 9
I Hate French Food_I Love French Food (I Hate French Food) -5 0% (0) -4
11.1% (1)
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
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-3
-2
11.1% (1) 33.3% (3)
-1 0% (0) 0
11.1% (1)
+1 0% (0) +2 0% (0) +3
22.2% (2)
+4 0% (0) (I Love French Food) +5
11.1% (1)
AVERAGE -0.22 RESPONSES: 9
I Hate Japanese Food_I Love Japanese Food (I Hate Japanese Food) -5 0% (0) -4 0% (0) -3 -2
22.2% (2)
22.2% (2)
-1 0% (0) 0
22.2% (2)
+1 0% (0) +2
11.1% (1)
+3 0% (0) +4
22.2% (2)
(I Love Japanese Food) +5 0% (0) AVERAGE 0 RESPONSES: 9
I Hate Chinese Food_I Love Chinese Food (I Hate Chinese Food) -5
11.1% (1)
-4 0% (0) -3
11.1% (1)
-2 0% (0) -1 0
11.1% (1) 22.2% (2)
+1 0% (0) +2
33.3% (3)
+3 0% (0) +4
11.1% (1)
(I Love Chinese Food) +5 0% (0) AVERAGE 0.11 RESPONSES: 9
I Hate Thai Food_I Love Thai Food (I Hate Thai Food) -5 0% (0) -4 0% (0) -3
-2
11.1% (1) 11.1% (1)
-1 0% (0) 0 0% (0) +1
22.2% (2)
+2 0% (0) +3
Food) +5
11.1% (1)
+4
(I Love Thai
33.3% (3) 11.1% (1)
AVERAGE 1.89
I Hate Spanish Food_I Love Spanish Food
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
RESPONSES: 9
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(I Hate Spanish Food) -5 0% (0) -4 0% (0) -3
-2 -1
11.1% (1) 33.3% (3) 11.1% (1)
0 0% (0) +1 +2
11.1% (1) 11.1% (1)
+3 0% (0) +4 (I Love Spanish Food) +5
11.1% (1) 11.1% (1)
AVERAGE 0.22 RESPONSES: 9
I Hate Greek Food_I Love Greek Food (I Hate Greek Food) -5 -4
11.1% (1) 11.1% (1)
-3 0% (0) -2
33.3% (3)
-1 0% (0) 0 +1
11.1% (1) 11.1% (1)
+2 0% (0) +3 0% (0) +4 (I Love Greek Food) +5
11.1% (1) 11.1% (1)
AVERAGE -0.56
5. Use gap analysis questions Part 1 SURVEY ORDER NETT RESPONSES: 9
How important are the following to you?
RESPONSES: 9
Lots of knowledgeable staff Very important
Neither important nor unimportant Unimportant
11.1% (1)
Important
55.6% (5) 11.1% (1) 22.2% (2)
Very unimportant 0% (0) AVERAGE 3.56 RESPONSES: 9
Wide range of products Very important
Neither important nor unimportant Unimportant
11.1% (1)
Important
55.6% (5) 11.1% (1) 22.2% (2)
Very unimportant 0% (0) AVERAGE 3.56 RESPONSES: 9
Well laid out stores Very important 0% (0) Important Neither important nor unimportant
33.3% (3) 66.7% (6)
Unimportant 0% (0) Very unimportant 0% (0)
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
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AVERAGE 3.33 RESPONSES: 9
Products on display out of boxes Very important 0% (0) Important
44.4% (4)
Unimportant
Neither important nor unimportant
22.2% (2) 33.3% (3)
Very unimportant 0% (0) AVERAGE 3.11 RESPONSES: 9
Self-checkouts available Very important
22.2% (2)
Important
22.2% (2)
Neither important nor unimportant Unimportant
33.3% (3) 22.2% (2)
Very unimportant 0% (0) AVERAGE 3.44 RESPONSES: 9
Good car parking Very important
Neither important nor unimportant Unimportant
11.1% (1)
Important
22.2% (2) 33.3% (3) 33.3% (3)
Very unimportant 0% (0) AVERAGE 3.11 RESPONSES: 9
Bus services to shop Very important 0% (0) Important
Unimportant Very unimportant
11.1% (1)
Neither important nor unimportant
33.3% (3) 33.3% (3) 22.2% (2)
AVERAGE 2.33
5. Use gap analysis questions Part 2 SURVEY ORDER NETT RESPONSES: 9
On your most recent visit(s) to the store, how satisfied or dissastisfied were you with each of the following?
RESPONSES: 9
Lots of knowledgeable staff Very satisfied
satisfied nor dissatisfied Dissatisfied Very dissatisfied
11.1% (1)
Satisfied
Neither
33.3% (3) 11.1% (1) 33.3% (3) 11.1% (1)
AVERAGE 3 RESPONSES: 9
Wide range of products Very satisfied
nor dissatisfied Dissatisfied
22.2% (2)
Satisfied
Neither satisfied
33.3% (3) 11.1% (1) 33.3% (3)
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
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Very dissatisfied 0% (0) AVERAGE 3.44 RESPONSES: 9
Well laid out stores Very satisfied
nor dissatisfied Dissatisfied
11.1% (1)
Satisfied
Neither satisfied
33.3% (3) 44.4% (4) 11.1% (1)
Very dissatisfied 0% (0) AVERAGE 3.44 RESPONSES: 9
Products on display out of boxes Very satisfied
Neither satisfied
Satisfied nor dissatisfied Dissatisfied
33.3% (3) 11.1% (1) 33.3% (3) 22.2% (2)
Very dissatisfied 0% (0) AVERAGE 3.56 RESPONSES: 9
Self-checkouts available Very satisfied 0% (0) Satisfied
44.4% (4)
Dissatisfied
Neither satisfied nor dissatisfied
22.2% (2) 33.3% (3)
Very dissatisfied 0% (0) AVERAGE 3.11 RESPONSES: 9
Good car parking Very satisfied 0% (0) Satisfied
Neither satisfied
33.3% (3)
nor dissatisfied Dissatisfied
22.2% (2) 44.4% (4)
Very dissatisfied 0% (0) AVERAGE 2.89 RESPONSES: 9
Bus services to shop Very satisfied 0% (0) Satisfied
Neither satisfied
nor dissatisfied Dissatisfied
11.1% (1) 55.6% (5) 33.3% (3)
Very dissatisfied 0% (0) AVERAGE 2.78
6. Ascertain Net Promoter scores How much would you recommend (or not recommend) the following brands to your friends? Please rate each brand on a scale of 0 to 10 where 0="Would never recommend" and 10="Always recommend completely"
SURVEY ORDER NETT RESPONSES: 9
RESPONSES: 9
Amazon 0 Never 0% (0) Recommend
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
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1
2 3
11.1% (1) 11.1% (1) 11.1% (1)
4 0% (0) *5 0% (0) 6
7 8 9
11.1% (1) 22.2% (2) 11.1% (1) 22.2% (2)
10 Always 0% (0) Recommend AVERAGE -33.33 RESPONSES: 9
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
RESPONSES: 9
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0 Never 0% (0) Recommend 1
11.1% (1)
2 0% (0) 3
22.2% (2)
4 0% (0) *5 0% (0) 6
7
11.1% (1) 33.3% (3)
8 0% (0) 9
22.2% (2)
10 Always 0% (0) Recommend AVERAGE -33.33 RESPONSES: 9
Easyjet 0 Never Recommend
1
22.2% (2) 11.1% (1)
2 0% (0) 3 0% (0) 4
11.1% (1)
*5 0% (0) 6 0% (0) 7
22.2% (2)
8 0% (0) 9
10 Always Recommend
11.1% (1) 22.2% (2)
AVERAGE -14.29 RESPONSES: 9
Lastminute.com 0 Never Recommend
11.1% (1)
1
3 4
11.1% (1)
2
11.1% (1) 11.1% (1) 11.1% (1)
*5 0% (0) 6 7
11.1% (1) 11.1% (1)
8 0% (0) 9
11.1% (1)
10 Always Recommend
11.1% (1)
AVERAGE -50
7. Get unprompted feedback Do you have any comments about our staff you'd like to make?
SURVEY ORDER NETT WRITEIN RESPONSES: 8
RESPONSES: 8
Were they knowledgable? KEYWORD ANALYSIS y e s 0% (0)
Example Customer Satisfaction Survey (CSS Example Website Linked 2013)
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no
37.5% (3)
not really 0% (0) poor 0% (0) good 0% (0)
RESPONSES: 8
Were they courteous? KEYWORD ANALYSIS yes
37.5% (3)
no 0% (0) not really 0% (0) poor 0% (0) good 0% (0)
RESPONSES: 8
Were they approachable? KEYWORD ANALYSIS
not
yes
25% (2)
no
25% (2)
really
12.5% (1)
poor 0% (0) good 0% (0)
RESPONSES: 8
Were they friendly? KEYWORD ANALYSIS yes no
12.5% (1)
12.5% (1)
not really 0% (0) poor 0% (0) good 0% (0)
RESPONSES: 8
Were they prompt? KEYWORD ANALYSIS y e s 0% (0) no
37.5% (3)
not really 0% (0) poor 0% (0) good 0% (0)
8. Use ranking questions HIGHEST FIRST NUMBERS RESPONSES: 9
Owning and running a car is an increasingly expensive business. From the following list, which THREE elements have been the most expensive over the past year? Please rank in order, with most expensive at top.
RESPONDENTS RANKING ITEM IN POSITION
RANKINDEXRESP
1 2 3
The cost of fuel
1
100
8
3 1 4
Annual insurance costs
2
95.7
8
0 5 3
Servicing costs
3
93.6
7
4 1 2
Tyres and batteries
4
27.7
2
1 1 0
Oil and filter changes
5
14.9
1
1 0 0
Cost of MOT
6
12.8
1
0 1 0
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Cleaning
7
0
0
0 0 0
9. What one thing can we do better? If there was only one thing we could change to make your shopping experience better with us, what would it be?
SURVEY ORDER NETT WRITE-IN RESPONSES: 8
KEYWORD ANALYSIS prices 0% (0) staff
25% (2)
10. Ask core demographic questions to analyse data SURVEY ORDER NETT RESPONSES: 9
What sex are you? Male
100% (9)
Female 0% (0) SURVEY ORDER NETT RESPONSES: 9
What age group are you in? Under 16 0% (0) 16 - 25
