CUSTOMER FOCUS TOOLS
Service Quality Assessment
Use or adapt this form to survey your internal or external customers on the level of service they received from
your organization. You can modify the questions within this document for a service or manufacturing industry,
or specifically tailor the questions to your business.
Service Quality Assessment
Please use a rating scale from 1 to 5 to indicate how satisfied you are with the level of service you received when you placed your
order. On the left side, please rate the importance of each item to you. Then, on the right side indicate your degree of satisfaction
with our performance. Use NA if the item is not applicable to you.
Importance
Low
1 2
3
4
Satisfaction
High
5
Low
1 2
Speed with which your call is answered
Helpful, courteous customer service or sales representative
Representative takes time to answer all questions
Ability to speed up an order in a rush situation
Speed with which you received your order
Good condition of order upon arrival
Ease of returning a product
Ability to trace an order
Fast and effective problem resolution
Representative knowledgeable about product
Representative treated you like a valued customer
Other:
How can we improve our service to you?
Please describe below your suggestions about how we can improve the quality of our service to you.
Please return this form:
Via e-mail to:
Via mail to:
Via FAX to:
We thank you for your business and look forward to serving you again.
© 2004 Harvard Business School Publishing. All rights reserved.
3
4
High
5