Example Customer Satisfaction SurveyCSS Example Website Linked 2013

TOTAL SURVEY RESPONSES: 45

FIRST RESPONSE: 6 Sep 2013 16:00

LAST RESPONSE: 10 Jun 2015 11:40

Thanks for shopping on our website. When using ourwebsite, how would you rate each of the following:

 RESPONSES: 45NETT   SURVEY ORDER   

Shopping basket features RESPONSES: 45

  15.6% (7)

  42.2% (19)

  17.8% (8)

  13.3% (6)

  8.9% (4)

  2.2% (1)

Delivery options available RESPONSES: 45

  11.1% (5)

  31.1% (14)

  37.8% (17)

  8.9% (4)

  4.4% (2)

  6.7% (3)

Postal charges RESPONSES: 45

  13.3% (6)

  20% (9)

  31.1% (14)

  26.7% (12)

  4.4% (2)

  4.4% (2)

Billing facilities RESPONSES: 45

  11.1% (5)

  26.7% (12)

  31.1% (14)

  22.2% (10)

  4.4% (2)

  4.4% (2)

Managing your account RESPONSES: 45

ANALYSIS OF RESPONSES

  Customer Satisfaction Survey Best Practice

Excellent

Good

Average

Poor

Very Poor

No opinion

AVERAGE 3.43

Excellent

Good

Average

Poor

Very Poor

No opinion

AVERAGE 3.38

Excellent

Good

Average

Poor

Very Poor

No opinion

AVERAGE 3.12

Excellent

Good

Average

Poor

Very Poor

No opinion

AVERAGE 3.19

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 1 of 14

  8.9% (4)

  17.8% (8)

  28.9% (13)

  20% (9)

  13.3% (6)

  11.1% (5)

Thinking about using our website, for each of thefollowing statements say whether you agree or disagree:

 RESPONSES: 45NETT   SURVEY ORDER   

There was a wide product range RESPONSES: 45

  28.9% (13)

  31.1% (14)

  22.2% (10)

  13.3% (6)

  4.4% (2)

It was easy to find what I was looking for RESPONSES: 45

  20% (9)

  24.4% (11)

  17.8% (8)

  28.9% (13)

  8.9% (4)

Products are categorised well RESPONSES: 45

  20% (9)

  35.6% (16)

  20% (9)

  17.8% (8)

  6.7% (3)

I could easily find bargains RESPONSES: 45

  17.8% (8)

  22.2% (10)

  28.9% (13)

  20% (9)

  11.1% (5)

I was guided by what others had bought RESPONSES: 45

  13.3% (6)

  28.9% (13)

  28.9% (13)

  17.8% (8)

  11.1% (5)

Excellent

Good

Average

Poor

Very Poor

No opinion

AVERAGE 2.88

  2. Use statements people can agree/disagree with

Strongly Agree

Agree

Neither Agree nor Disagree

Disagree

Strongly Disagree

AVERAGE 3.33

Strongly Agree

Agree

Neither Agree nor Disagree

Disagree

Strongly Disagree

AVERAGE 0.89

Strongly Agree

Agree

Neither Agree nor Disagree

Disagree

Strongly Disagree

AVERAGE 2.22

Strongly Agree

Agree

Neither Agree nor Disagree

Disagree

Strongly Disagree

AVERAGE 0.78

Strongly Agree

Agree

Neither Agree nor Disagree

Disagree

Strongly Disagree

AVERAGE 0.78

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 2 of 14

There was enough information about products RESPONSES: 45

  15.6% (7)

  33.3% (15)

  20% (9)

  20% (9)

  11.1% (5)

Thinking about using the different sections of ourwebsite, how would you rate them on a scale of 1 to 10,where 1 = "Very poor" and 10 = "Excellent"

 RESPONSES: 45GROSS   SURVEY ORDER   

Books and e-books RESPONSES: 45

  2.2% (1)

  6.7% (3)

  17.8% (8)

  8.9% (4)

  22.2% (10)

  11.1% (5)

  11.1% (5)

  6.7% (3)

  11.1% (5)

  2.2% (1)

Music, Film and TV RESPONSES: 45

  2.2% (1)

  4.4% (2)

  11.1% (5)

  15.6% (7)

  11.1% (5)

  13.3% (6)

  17.8% (8)

  13.3% (6)

  6.7% (3)

  4.4% (2)

Electronics and games RESPONSES: 45

0% (0)

  11.1% (5)

  4.4% (2)

  17.8% (8)

  15.6% (7)

  8.9% (4)

  20% (9)

  15.6% (7)

  2.2% (1)

  4.4% (2)

Strongly Agree

Agree

Neither Agree nor Disagree

Disagree

Strongly Disagree

AVERAGE 1.11

  3. Specify what your scales mean

1

2

3

4

5

6

7

8

9

10

AVERAGE 5.36

1

2

3

4

5

6

7

8

9

10

AVERAGE 5.78

1

2

3

4

5

6

7

8

9

10

AVERAGE 5.67

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 3 of 14

Computers and office RESPONSES: 45

0% (0)

  11.1% (5)

  15.6% (7)

  17.8% (8)

  15.6% (7)

  6.7% (3)

  13.3% (6)

  6.7% (3)

  13.3% (6)

0% (0)

Toys, children and baby RESPONSES: 44

  11.1% (5)

  6.7% (3)

  13.3% (6)

  6.7% (3)

  13.3% (6)

  13.3% (6)

  15.6% (7)

  6.7% (3)

  8.9% (4)

  2.2% (1)

Clothes, shoes and watches RESPONSES: 44

  6.7% (3)

  2.2% (1)

  20% (9)

  17.8% (8)

  13.3% (6)

  15.6% (7)

  4.4% (2)

  8.9% (4)

  4.4% (2)

  4.4% (2)

Hobbies, sports and leisure RESPONSES: 45

  2.2% (1)

  6.7% (3)

  15.6% (7)

  17.8% (8)

  6.7% (3)

  17.8% (8)

  15.6% (7)

  8.9% (4)

  8.9% (4)

0% (0)

DIY, tools and car RESPONSES: 45

1

2

3

4

5

6

7

8

9

10

AVERAGE 5.24

1

2

3

4

5

6

7

8

9

10

AVERAGE 5.14

1

2

3

4

5

6

7

8

9

10

AVERAGE 5

1

2

3

4

5

6

7

8

9

10

AVERAGE 5.33

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 4 of 14

  2.2% (1)

  4.4% (2)

  15.6% (7)

  11.1% (5)

  17.8% (8)

  8.9% (4)

  22.2% (10)

  8.9% (4)

  6.7% (3)

  2.2% (1)

How do you feel about the following types of food?Position the cursor on the line relative to how you feelabout each cuisine.

 RESPONSES: 45NETT   SURVEY ORDER   

I Hate English Food_I Love English Food RESPONSES: 45

0% (0)

  4.4% (2)

  11.1% (5)

  6.7% (3)

  4.4% (2)

  6.7% (3)

  17.8% (8)

  15.6% (7)

  20% (9)

  6.7% (3)

  6.7% (3)

I Hate Italian Food_I Love Italian Food RESPONSES: 45

0% (0)

  8.9% (4)

  11.1% (5)

  13.3% (6)

0% (0)

  8.9% (4)

  6.7% (3)

  22.2% (10)

  17.8% (8)

  6.7% (3)

  4.4% (2)

I Hate French Food_I Love French Food RESPONSES: 45

0% (0)

  2.2% (1)

  13.3% (6)

  22.2% (10)

  2.2% (1)

1

2

3

4

5

6

7

8

9

10

AVERAGE 5.53

  4. Include subjective questions

(I Hate English Food) -5

-4

-3

-2

-1

0

+1

+2

+3

+4

(I Love English Food) +5

AVERAGE 1

(I Hate Italian Food) -5

-4

-3

-2

-1

0

+1

+2

+3

+4

(I Love Italian Food) +5

AVERAGE 0.58

(I Hate French Food) -5

-4

-3

-2

-1

AVERAGE 0.47

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 5 of 14

  6.7% (3)

  11.1% (5)

  13.3% (6)

  17.8% (8)

  4.4% (2)

  6.7% (3)

I Hate Japanese Food_I Love Japanese Food RESPONSES: 45

0% (0)

  4.4% (2)

  17.8% (8)

  24.4% (11)

  2.2% (1)

  8.9% (4)

  6.7% (3)

  8.9% (4)

  6.7% (3)

  11.1% (5)

  8.9% (4)

I Hate Chinese Food_I Love Chinese Food RESPONSES: 45

  2.2% (1)

  6.7% (3)

  8.9% (4)

  15.6% (7)

  8.9% (4)

  13.3% (6)

  13.3% (6)

  20% (9)

  2.2% (1)

  8.9% (4)

0% (0)

I Hate Thai Food_I Love Thai Food RESPONSES: 45

  8.9% (4)

  4.4% (2)

  11.1% (5)

  15.6% (7)

  4.4% (2)

  11.1% (5)

  17.8% (8)

  4.4% (2)

  11.1% (5)

  8.9% (4)

  2.2% (1)

I Hate Spanish Food_I Love Spanish Food RESPONSES: 45

0% (0)

AVERAGE 0.47

0

+1

+2

+3

+4

(I Love French Food) +5

(I Hate Japanese Food) -5

-4

-3

-2

-1

0

+1

+2

+3

+4

(I Love Japanese Food) +5

AVERAGE 0.11

(I Hate Chinese Food) -5

-4

-3

-2

-1

0

+1

+2

+3

+4

(I Love Chinese Food) +5

AVERAGE -0.09

(I Hate Thai Food) -5

-4

-3

-2

-1

0

+1

+2

+3

+4

(I Love Thai Food) +5

AVERAGE -0.24

(I Hate Spanish Food) -5

AVERAGE -0.22

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 6 of 14

  11.1% (5)

  11.1% (5)

  17.8% (8)

  8.9% (4)

  8.9% (4)

  13.3% (6)

  11.1% (5)

  8.9% (4)

  6.7% (3)

  2.2% (1)

I Hate Greek Food_I Love Greek Food RESPONSES: 45

  11.1% (5)

  8.9% (4)

  11.1% (5)

  24.4% (11)

  4.4% (2)

  8.9% (4)

  13.3% (6)

  2.2% (1)

  6.7% (3)

  4.4% (2)

  4.4% (2)

How important are the following to you?  RESPONSES: 45NETT   HIGHEST FIRST   

Lots of knowledgeable staff RESPONSES: 45

  46.7% (21)

  26.7% (12)

  17.8% (8)

  8.9% (4)

0% (0)

Wide range of products RESPONSES: 45

  28.9% (13)

  28.9% (13)

  22.2% (10)

  20% (9)

0% (0)

Well laid out stores RESPONSES: 45

  42.2% (19)

  33.3% (15)

  15.6% (7)

  8.9% (4)

0% (0)

AVERAGE -0.22

-4

-3

-2

-1

0

+1

+2

+3

+4

(I Love Spanish Food) +5

(I Hate Greek Food) -5

-4

-3

-2

-1

0

+1

+2

+3

+4

(I Love Greek Food) +5

AVERAGE -1

  5. Use gap analysis questions ­ Part 1

Important

Neither important nor unimportant

Very important

Unimportant

Very unimportant

AVERAGE 3.73

Important

Neither important nor unimportant

Very important

Unimportant

Very unimportant

AVERAGE 3.53

Important

Neither important nor unimportant

Unimportant

Very important

Very unimportant

AVERAGE 3.44

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 7 of 14

Products on display out of boxes RESPONSES: 45

  35.6% (16)

  26.7% (12)

  24.4% (11)

  8.9% (4)

  4.4% (2)

Self-checkouts available RESPONSES: 45

  37.8% (17)

  22.2% (10)

  17.8% (8)

  17.8% (8)

  4.4% (2)

Good car parking RESPONSES: 45

  35.6% (16)

  28.9% (13)

  17.8% (8)

  11.1% (5)

  6.7% (3)

Bus services to shop RESPONSES: 45

  35.6% (16)

  33.3% (15)

  13.3% (6)

  13.3% (6)

  4.4% (2)

On your most recent visit(s) to the store, how satisfied ordissastisfied were you with each of the following?

 RESPONSES: 45NETT   SURVEY ORDER   

Lots of knowledgeable staff RESPONSES: 45

  11.1% (5)

  42.2% (19)

  17.8% (8)

  24.4% (11)

  4.4% (2)

Wide range of products RESPONSES: 45

  17.8% (8)

  31.1% (14)

  20% (9)

  28.9% (13)

  2.2% (1)

Unimportant

Important

Neither important nor unimportant

Very important

Very unimportant

AVERAGE 3

Neither important nor unimportant

Unimportant

Very important

Important

Very unimportant

AVERAGE 3.22

Unimportant

Neither important nor unimportant

Important

Very important

Very unimportant

AVERAGE 2.91

Neither important nor unimportant

Important

Unimportant

Very unimportant

Very important

AVERAGE 3.02

  5. Use gap analysis questions ­ Part 2

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

AVERAGE 3.31

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

AVERAGE 3.33

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 8 of 14

Well laid out stores RESPONSES: 45

  4.4% (2)

  40% (18)

  26.7% (12)

  22.2% (10)

  6.7% (3)

Products on display out of boxes RESPONSES: 45

  17.8% (8)

  26.7% (12)

  26.7% (12)

  24.4% (11)

  4.4% (2)

Self-checkouts available RESPONSES: 45

  2.2% (1)

  51.1% (23)

  17.8% (8)

  20% (9)

  8.9% (4)

Good car parking RESPONSES: 45

  15.6% (7)

  28.9% (13)

  26.7% (12)

  24.4% (11)

  4.4% (2)

Bus services to shop RESPONSES: 45

  4.4% (2)

  33.3% (15)

  28.9% (13)

  24.4% (11)

  8.9% (4)

How much would you recommend (or not recommend)the following brands to your friends? Please rate eachbrand on a scale of 0 to 10 where 0="Would neverrecommend" and 10="Always recommend completely"

 RESPONSES: 45GROSS   SURVEY ORDER   

Amazon RESPONSES: 45

  4.4% (2)

  6.7% (3)

  15.6% (7)

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

AVERAGE 3.13

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

AVERAGE 3.29

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

AVERAGE 3.18

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

AVERAGE 3.27

Very satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Very dissatisfied

AVERAGE 3

  6. Ascertain Net Promoter scores

0 NeverRecommend

1

2

AVERAGE -50

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 9 of 14

  11.1% (5)

0% (0)

  6.7% (3)

  2.2% (1)

  24.4% (11)

  13.3% (6)

  8.9% (4)

  6.7% (3)

Virgin RESPONSES: 45

  4.4% (2)

  2.2% (1)

  13.3% (6)

  6.7% (3)

  4.4% (2)

  13.3% (6)

  8.9% (4)

  20% (9)

  8.9% (4)

  8.9% (4)

  8.9% (4)

Apple RESPONSES: 45

  2.2% (1)

  11.1% (5)

  6.7% (3)

  17.8% (8)

  4.4% (2)

  11.1% (5)

  2.2% (1)

  15.6% (7)

  4.4% (2)

  11.1% (5)

  13.3% (6)

Hoover RESPONSES: 45

  4.4% (2)

  6.7% (3)

  8.9% (4)

  6.7% (3)

  8.9% (4)

  6.7% (3)

  26.7% (12)

  13.3% (6)

  11.1% (5)

AVERAGE -50

3

4

*5

6

7

8

9

10 AlwaysRecommend

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -50

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -38.89

0 NeverRecommend

1

2

3

4

*5

6

7

8

AVERAGE -82.35

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 10 of 14

  6.7% (3)

0% (0)

Dyson RESPONSES: 45

0% (0)

  8.9% (4)

  13.3% (6)

  15.6% (7)

  4.4% (2)

  6.7% (3)

  6.7% (3)

  13.3% (6)

  13.3% (6)

  4.4% (2)

  13.3% (6)

Ford RESPONSES: 45

  2.2% (1)

  15.6% (7)

  13.3% (6)

  11.1% (5)

  6.7% (3)

  8.9% (4)

  11.1% (5)

  13.3% (6)

  11.1% (5)

  6.7% (3)

0% (0)

Volkswagen RESPONSES: 45

  2.2% (1)

  6.7% (3)

  2.2% (1)

  13.3% (6)

  6.7% (3)

  6.7% (3)

  15.6% (7)

  17.8% (8)

  15.6% (7)

  2.2% (1)

  11.1% (5)

Renault RESPONSES: 45

AVERAGE -82.35

9

10 AlwaysRecommend

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -51.52

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -82.35

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -60

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 11 of 14

  8.9% (4)

  6.7% (3)

  11.1% (5)

  11.1% (5)

  2.2% (1)

  6.7% (3)

  17.8% (8)

  17.8% (8)

  6.7% (3)

  8.9% (4)

  2.2% (1)

Easyjet RESPONSES: 45

  20% (9)

  8.9% (4)

  4.4% (2)

  13.3% (6)

  4.4% (2)

  4.4% (2)

  13.3% (6)

  11.1% (5)

  2.2% (1)

  11.1% (5)

  6.7% (3)

Lastminute.com RESPONSES: 45

  15.6% (7)

  15.6% (7)

  8.9% (4)

  6.7% (3)

  8.9% (4)

  6.7% (3)

  8.9% (4)

  4.4% (2)

  4.4% (2)

  11.1% (5)

  8.9% (4)

Do you have any comments about our staff you'd like tomake?

 WRITE­IN RESPONSES: 39NETT   SURVEY ORDER

Were they knowledgable? RESPONSES: 39

  17.9% (7)

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -70.59

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -58.97

0 NeverRecommend

1

2

3

4

*5

6

7

8

9

10 AlwaysRecommend

AVERAGE -56.1

  7. Get unprompted feedback

KEYWORD ANALYSIS

knowledgeable, knowledgable

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 12 of 14

Were they courteous? RESPONSES: 39

0% (0)

Were they approachable? RESPONSES: 39

0% (0)

Were they friendly? RESPONSES: 39

0% (0)

Were they prompt? RESPONSES: 39

0% (0)

Owning and running a car is an increasingly expensivebusiness. From the following list, which THREE elementshave been the most expensive over the past year? Pleaserank in order, with most expensive at top.

 RESPONSES: 45     NUMBERS     HIGHEST FIRST

      RESPONDENTSRANKINGITEM IN

POSITION

RANKINDEXRESP 1 2 3

1 100 31 16 5 10

2 99 31 11 13 7

3 85.9 28 7 11 10

4 49 16 3 8 5

5 30.7 10 2 5 3

6 30.2 10 4 0 6

7 15.6 5 2 1 2

If there was only one thing we could change to make yourshopping experience better with us, what would it be?

WRITE-IN RESPONSES: 35     NETT   SURVEY ORDER

  14.3% (5)

  22.9% (8)

  5.7% (2)

  5.7% (2)

  2.9% (1)

What sex are you?  RESPONSES: 45NETT   SURVEY ORDER   

  55.6% (25)

  44.4% (20)

KEYWORD ANALYSIS

knowledgeable, knowledgable

KEYWORD ANALYSIS

knowledgeable, knowledgable

KEYWORD ANALYSIS

knowledgeable, knowledgable

KEYWORD ANALYSIS

knowledgeable, knowledgable

  8. Use ranking questions

The cost of fuel

Servicing costs

Annual insurance costs

Tyres and batteries

Oil and filter changes

Cleaning

Cost of MOT

  9. What one thing can we do better?

KEYWORD ANALYSIS

more staff

s ta f f

stores, storrs

park

bus, bus stop

  10. Ask core demographic questions to analyse data

Male

Female

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 13 of 14

What age group are you in?  RESPONSES: 45NETT   SURVEY ORDER   

  2.2% (1)

  8.9% (4)

  17.8% (8)

  20% (9)

  20% (9)

  13.3% (6)

  13.3% (6)

  2.2% (1)

  2.2% (1)

ONLINE SURVEY SYSTEM © DEMOGRAPHIX LIMITED www.demographix.com

Under 16

16 - 25

26 - 35

36 - 45

46 - 55

56 - 65

66 - 75

Over 75

Decline to answer

AVERAGE 45.98

Example Customer Satisfaction Survey (CSS Example Website Linked 2013) Page 14 of 14