BUSINESS-ON-BUSINESS Customer Satisfaction Surveys – What exactly Questions Should I Use?
Table of Contents
1 . Overall
A. On a total basis, how satisfied have you been with [enter business name here]?
B. How happy are you with the ease of employing our company?
C. I would invest in products or services from your company all over again.
D. I would recommend your company to an associate.
ADMINISTRATION & ECONOMIC CATEGORIES
2 . Billing in addition to Invoicing
A. How happy are you with our billing and also invoicing?
B. Invoices out of your company are complete and also accurate.
C. Billing concerns are fairly and satisfactorily resolved.
D. When there is a concern with an invoice, your staff members are accommodating and very helpful.
3. Credits and Installments
A. How satisfied currently with our credit and monthly payment process?
B. The credit rating and payment schedules an individual provides us are consistent with the needs.
C. When a credit rating or payment issue comes up, you work effectively here to arrive at a solution.
D. Your own payment schedules usually are consistent with the industry norms.
4. Credits and Returns
A new. How satisfied are you with these policies and procedures regarding issuing credits?
B. Loans are issued in a fast and efficient manner.
Chemical. The paperwork and time frame required to process returns is definitely reasonable.
D. The need to send credit requests is bare.
5. Ordering NEW adjusted August ’13
A. Just how satisfied are you that our buying system is user-friendly?
B. The strategy by which orders may be put with your company are hassle-free.
C. Your company makes it easy for me personally to determine the status of the orders.
D. Contract or even order changes are easy to create.
6. Ordering
A. Exactly how satisfied are you with the efficiency with which we process your own personal orders?
B. Orders located with your company are always refined correctly.
C. Ordering from the company is an easy procedure.
D. Your company is versatile and accommodating when we have to make changes to an obtain.
7. Quotations
A. Precisely how satisfied are you with the processes we use for delivering quotes?
B. I can often count on your price estimates to be accurate.
C. Any time providing quotes, your access to information is readily available and up to the minute.
M. Price quotes are provided in a prompt and efficient way.
RELATIONSHIP CATEGORIES
8. Company Partner
A. How contented are you in your dealings with the company as a business mate?
B. Your company is bendable in the way it conducts small business.
C. Your company always helps to keep the promises it makes.
Deb. Your company takes initiative and is also proactive in working with me.
9. Business Practices
Any. How satisfied are you with all the way we conduct enterprise?
B. Once I am attached to the right person, any concerns or problems I have usually are quickly resolved.
C. Often the individuals that I interact with for the company are responsive to my very own needs.
D. Your company has a tendency to do everything it can to be able to streamline processes.
10. Value-added Partner NEW as of September ’13
A. How happy are you with our company for a value-added business partner?
F. The relationship I have with your corporation adds value to the quarry.
C. When I think of top-quality products and services, I think of your business first.
D. Yours is a fairly easy company to deal with.
11. Enterprise Partner
A. How happy are you in your dealings with the company as a business mate?
B. Your company’s small business practices are easy to understand.
T. I can always count on your corporation to meet its promises along with commitments.
D. Your company listens and responds to me when I have a problem.
12. Relationship
Some sort of. How satisfied are you using your relationship with our company’s workers?
B. I can always rely on your personnel to follow up on problems to make sure they have been solved.
C. When dealing with any personnel, I am always given consideration and respect.
G. I have open and easy interaction with people from your company.
INTERACTION CATEGORIES
13. Communication
Some sort of. How satisfied are you with your company’s efforts to meet your own communication needs?
B. Once I call, I am always attached to the right individual who can help me personally.
C. Your company personnel have got a thorough knowledge of products, companies, and policies.
D. I realize exactly who to contact when I get questions or a need for data.
14. Communication
A. Exactly how satisfied are you with our carrier’s overall communication efforts?
W. Your personnel routinely keep in contact with me to keep me in the know of issues that may influence me.
C. Everyone in the company seems committed to aiding meet my business needs.
Deb. I do not need to rely only on my sales representative to fulfill my informational needs.
15. Telephone Communication
A. Determined by recent experience, how contented are you with our telephone help support systems?
B. When I was unable to initially contact a person, I know they will return our call promptly.
C. Your organization is very responsive to telephone queries.
D. Your personnel usually are pleasant and accommodating whenever I call.
CUSTOMER SERVICE HAS DIFFERENT TYPES
16. Customer Support
A. The way satisfied are you with the higher level of customer support we provide?
B. Total, your personnel make me sense as though you have my needs on your mind.
C. Questions and requirements are responded to quickly and also efficiently.
D. Company staff members are knowledgeable in addition to being responsive to my business needs.
17. Customer Service
A. How contented are you with the customer service currently?
B. The customer service employees are pleasant and experienced
C. Whenever a problem comes up, I know who to contact.
Deb. If someone cannot initially respond to my question, they get the answer and get back to my family promptly.
MANAGEMENT CATEGORIES
18. Management
A. How contented are you with the commitment of your company’s management to assist you?
F. I am afforded the opportunity to discuss with or talk to company supervision whenever I need to.
C. I use no need for planning treatment with key members of your respective management staff.
D. To discover an afforded the invitation in addition to the opportunity to visit your establishments.
19. Management Interactions
A new. How satisfied are you with the interactions with our management?
F. The management people I use contacted in your company are usually customer focused.
C. I am aware that your management is available to handle my problems and issues.
D. I can always get in touch with someone in your company who are able to make decisions that impact me.
DELIVERY CATEGORIES
20. Delivery
A. How fulfilled are you with the delivery of the products or services?
B. Your transport arrives when promised.
M. Your deliveries are finished and accurate.
D. Most deliveries are clearly noticeable to identify the contents.
21. Delivery
A. How pleased are you with the delivery of our own products or services?
B. All scheduled delivery arrives in good condition.
C. Most deliveries are made with the proper paperwork.
D. Arranging for special transport or shipments is never a difficulty.
22. Delivery Lead Instances
A. How satisfied are you currently with our product delivery business lead times?
B. Delivery business lead times for standard creation items are within industry requirements.
C. Delivery lead instances for custom items are in industry standards.
D. Your own personal quoted lead times are always attained.
23. Delivery Communications
Some sort of. How satisfied are you along with how we keep you apprised of the status of pending scheduled delivery?
B. I am kept completely informed of the up-to-date standing of all deliveries.
C. It Becomes promised delivery dates are generally pro-actively communicated to me prior to the fact, not after.
G. If a promised delivery day changes, I am given adequate warning to be able to deal with this.
24. Shipping
A. Exactly how satisfied are you with the signifies we use for shipping and delivery of our product?
B. Most items received have been appropriately handled and stored through shipment.
C. Packing along with shipping materials is enough to protect the product during shipping.
D. All product is safeguarded from environmental conditions (dust, moisture, etc . ) in the course of shipment.
25. Product Packaging
Any. How satisfied are you with product packaging?
B. All solution I receive is packaged in addition to labeled according to specifications.
T. Your packaging fully complies with my shipping, usage, and also merchandising needs.
D. I actually never receive products that may be poorly packaged or mislabelled.
PRODUCT CATEGORIES
26. New items
A. How satisfied have you been with our efforts to talk about the availability of new products?
F. Your sales representative continues me well-informed of new goods available to me.
C. Your enterprise always informs me of your new products or services just before I hear about them someplace else.
D. The information and supplies I receive on your new items are adequate to meet our informational needs.
27. Product or service Performance
A. How contented are you with the performance of your products?
B. Your solution design and features usually are innovative.
C. The chance of your product line meets the needs.
D. I can not consider any ways in which your goods could be improved.
28. Product or Service Quality
A. How happy are you with the quality of our products?
B. The products furnished by your company perform as manifested in your literature.
C. Almost any issues having to do with quality usually are promptly corrected.
D. The coffee quality process that you use in your organization is sufficient for our requirements.
29. Product Quality
A. Just how satisfied are you with the top quality of our products?
B. Just about all products purchased from your business consistently meet specifications in addition to quality standards.
C. Should a quality issue arises, your enterprise strives to make sure it is speedily and appropriately resolved.
Deborah. Your overall product quality fulfills our needs.
30. Product or service Value
A. All things considered (cost, durability, quality, etc . ), how satisfied are you with these products?
B. I obtain your products because they stand for excellent value for the money.
Chemical. When I think of product high quality, I think of your company very first.
D. Of all the suppliers of the product I’ve used, your own provides the highest overall dependability.
31. Product Value
Some sort of. How satisfied are you with your products as representing the price for the money paid?
B. The quality of technical support you provide can be a key-value ingredient for the company.
C. The reliability of your products is a crucial value ingredient for your organization.
D. The quality of your items is a key-value substance for your company.
32. Merchandise Value
A. How fulfilled are you with our products while representing value for the money paid out?
B. Your willingness to utilize us as a partner, not only as a customer, is a key worth ingredient for your company.
D. Your efforts to keep me current on trends in my marketplace environment are a key price ingredient for your company.
G. Your ability to find modern solutions to changing needs is really a key-value ingredient for the company.
PRODUCT SUPPORT GROUPS
33. Technical Support
A. Precisely how satisfied are you with the higher level of technical support we provide?
B. While I call with a technical problem, I am promptly connected to an individual who can give me an answer.
D. I get my specialized questions answered on the very first attempt.
D. Your tech support team people follow up to make sure the problem has been corrected.
34. Technical Support
A. How fulfilled are you with the level of the tech support team we provide?
B. When I call up technical support, your support staff members are knowledgeable and qualified at resolving problems.
D. My technical product assistance issues are resolved punctually.
D. There is a defined escalation path if I feel We are not getting the results I should for any technical support-related issue.
35. Warranties
A. How contented are you with the warranties currently for our products?
B. Any time a warranty question arises, it can be dealt with quickly and quite.
C. The applicability connected with warranty coverage is never a concern.
D. Warranty terms and conditions are usually fair and reasonable.
36. Training Courses
A. How happy are you with the training courses you can expect?
B. The subject content of accessible training programs is full and effective.
C. Your personal training program instructors are considered of the subject matters many people teach.
D. Your classes are of the right time span and frequency.
37. Schooling Material
A. How contented are you with the training substance we provide?
B. The training substance is complete and successful.
C. The training material is not hard to understand and follow.
Deb. The training material is up to time.
38. Documentation
A. Just how satisfied are you with the top quality of printed support resources we provide?
B. Product work with and specification manuals usually are comprehensive and easy to read.
T. Product use manuals are competent for operator training.
Deborah. Your choice of media for your instructions (e. g.: hard copy, COMPACT DISK, disk), meets ours requirements.
39. Test Standards
Any. How satisfied are you with this procedure for maintaining addition to documenting test standards?
F. All items received usually are marked or otherwise verified seeing that having met test criteria.
C. All test files are properly maintained in order to guarantee traceability if the need develops.
D. If a quality matter or question arises, I am aware of exactly who to call for help.
40. Design Input
Any. How satisfied are you with this responsiveness to your input in accordance with design or quality concerns?
B. When designing a new solution, your company strives to understand all of the issues and needs before likely.
C. Your approach to style and design issues is based more on challenge prevention than detection immediately after the occurrence.
D. When talking over design-related issues, your enterprise views us as a mate, not just a customer.
41. Line
A. How satisfied have you been with the breadth of assortment in our product line?
B. The range of products you offer totally meets our buying needs.
Chemical. The diversity of your products is a major reason I pay for you.
D. I wish you might expand the number of items within your product line.
42. Product Line
A new. How satisfied are you with all the diversity of our product line?
C. I have no product requirements that your company fails to meet up with.
C. Your ability to meet up with isolated or unusual solution needs is a major motive I buy from you.
Deborah. I rarely have to pay for other sources because you have a tendency to offer the products I need.
DEVICES CATEGORIES
43. Machine Shipping and delivery
A. Overall, how happy are you with the delivery and also installation of your new equipment?
C. All equipment, parts, and also operator manuals were offered at the time of delivery.
D. The length of time it took to set up as well as install the equipment at our own location was as designed.
D. The equipment was sent on or before the concluded date.
44. Installation
Some sort of. How satisfied are you with your installation of equipment?
B. Typically the personnel installing your tools work quickly and properly.
C. Expectations of precisely what would occur during the setup were clearly defined ahead of time.
D. Installations are carried out correctly the first time.
45. Gear Performance
A. How pleased are you with the overall performance of the new equipment?
B. The gear has fully met our own needs for the required apps and uses.
C. Each of our new [specify type] equipment has been quite reliable.
D. I cannot imagine any ways in which the functionality of the equipment could be much better.
46. Spare Parts NEW at the time of August ’13
A. Exactly how satisfied are you with our overall performance at meeting your replacement needs?
B. The business lead time required for the shipping of spare parts is sufficient for the needs.
C. Your company is actually responsive if we need fast or emergency delivery associated with spare parts.
D. You retain an adequate inventory of replacement parts to properly support older equipment.
47. Equipment Provider
A. How satisfied have you been with the service we provide to your equipment?
B. Service employees respond quickly and correctly to our requests for providers.
C. Service personnel usually are knowledgeable about the equipment they provide.
D. When equipment is maintained, problems are corrected the first time.
48. Service Technicians
A. Just how satisfied are you with the efficiency of our service technicians?
C. Service technicians are well stored with replacement parts.
C. Services technicians usually fix the problem for the first visit.
D. Provider technicians respond to equipment failures promptly.
49. After Gross sales Support (Equipment)
A. Just how satisfied are you with the level of follow-up contact we offered after your installation?
C. Your service organization provided my company with full help during the installation.
C. How much time it took for the machine for being functional was reasonable.
Deborah. The features and functions of the new machine are just what exactly my business ordered.
50. Operator Training
A. Just how satisfied are you with the owner training that was provided for your current equipment?
B. The opportunity and duration of operator practicing our new equipment seemed to be adequate.
C. Operators help support materials (manuals, documentation, and so forth ) for our new products are easy to understand.
D. A Muslim training needs for our fresh equipment have been quickly presented to.
SALES & MARKETING CLASSES
51. Literature
A. Precisely how satisfied are you with the literary works we provide to describe our products?
B. Your literature is incredibly easy to read and understand.
M. I get enough literary works to keep me well informed in regards to the products you offer.
M. Your literature is held current and up to date.
52. Sales Performance
A. Exactly how satisfied are you with the efficiency of our sales representatives?
W. Your sales representatives completely know and understand your own products and services.
C. Your product sales representatives understand my small business.
D. Your sales distributors suggest solutions to improve each of our businesses.
53. Sales Functionality
A. How satisfied will you be with the overall performance of our income representatives?
B. The synchronization between your sales and assistance people is excellent.
C. Your own sales representative treats our own account as a valued companion in business.
D. I know who else my sales representative is actually.
54. Sales Relationship BRAND NEW as of August ’13
Some sort of. How satisfied are you using your overall relationship with our income representatives?
B. Your income representative takes initiative and is proactive in working with us.
C. My sales rep responds to my inquiries promptly.
D. Your merchant is a trusted advisor for the business.
55. Sales Responsiveness
A. How satisfied currently with our sales representative’s entire level of responsiveness?
B. My very own sales representative is always receptive and responsive to my requirements.
C. My sales agent is accessible if I need help.
D. I get the sense my sales representative landscapes my business as the main concern.
56. Sales Performance
A new. How satisfied are you together with the personal commitment of our gross sales representatives?
B. Your gross sales representatives are pleasant, taking and treating me together with respect.
C. The regularity of meetings I have along with your sales representatives is enough to meet my needs.
Deborah. Your sales representatives hold their appointments and are willing to discuss my needs.
57. Distributor Marketing Support
A new. How satisfied are you with marketing support programs?
Udemærket. Your marketing support courses are a major component of each of our overall business strategies.
M. I have a clear understanding of the huge benefits we receive from your promoting support programs.
D. We have seen a marked enhancement in company-sponsored advertising support efforts.
58. Supplier Sales Support
A. Exactly how satisfied are you with our general sales support efforts?
Udemærket. The sales materials anyone provides are creative along with effective.
C. Your bank account managers are important members of our own sales team.
D. I can rely on your company when I need help making a sale.
59. Website
The. How satisfied are you while using the design and functionality of our own website?
B. Your website is extremely informative and easy to use.
D. Your website is the preferred path by which to receive product info.
D. I routinely occurs websites to get information about your firm or its products.
MANUFACTURER PERFORMANCE CATEGORIES
60. Manufacturer Performance NEW as of June ’13
A. How fulfilled are you with the performance of the local (distributor/dealer/representative)?
B. The local (dealer) is a valuable source of important product information.
D. Your local (dealer) adds worth to my selling initiatives.
D. Your local (dealer) includes an adequate inventory of your merchandise.
61. Manufacturer’s Sales Distributors NEW as of August ’13
A. How satisfied will you be with the knowledge of our manufacturer’s sales reps?
B. Your own personal manufacturer’s sales rep makes fruitful joint sales calls along with end-users.
C. Your manufacturer’s sales reps are moved and responsive to my requirements.
D. Your manufacturer’s product sales reps provide effective as well as accurate training on your merchandise.
BRAND EQUITY CATEGORIES
62. Business Trust
A. Precisely how satisfied are you that you can have confidence in our company to look out for your interests, not just our own?
Udemærket. Your company takes a collaborative way of our business relationship.
C. If a new business need arises within my company, I can count on you to do everything you can to aid me to meet it.
Deborah. My business relationship with your corporation is built on trust in addition to respect.
63. Long-Term Mate
A. How satisfied currently that you can rely on our company for a long-term business partner?
W. When problems arise, your business puts more effort into finding solutions than in fixing blame.
C. Your provider’s search for solutions is influenced by a spirit of venture.
D. Your company views organization relationships from a long-term standpoint, not just as a short-term purchase.
64. Commitment
A. Precisely how satisfied are you that our firm is committed to helping you fulfill your business needs?
B. Your own company’s approach to business states that you are committed to generating “win-win” situations for both of all of us.
C. My trust in your business and its products is an important reason I buy from you.
M. I view your company as a “go to” a source with regard to innovative solutions.
65. Sector Leadership
A. How fulfilled are you with our company, not simply as a supplier, but as a business leader?
B. The quality of your own personal products is an important reason many of us buy from you.
C. Regular product availability is an important good reason that we buy from your company.
G. My overall positive see of your brand is an important reason we buy from your company.
66. Industry Leadership NEW since August ’13
A. Exactly how satisfied are you with our organization, not just as a supplier, but as an industry leader?
B. Your own company’s technical and marketplace expertise is a major good reason that I specify or order your products.
C. Your corporation provides solutions that help us obtain more value for this company’s products in the marketplace.
G. The updates you present on trends in our sector is a major reason all of us buy from your company.
PROFESSIONAL ASSISTANCE FIRM CATEGORIES
67. Connection
A. How satisfied will you be in your dealings with our firm as a business partner?
W. Your company works as a team with the staff.
C. I see your firm as an appreciated business advisor.
D. Your business provides valuable ideas this help me increase profitability.
68. Business Practices
A. The way satisfied are you with the means we conduct business?
F. Your company always shows interest in it in me and our company.
C. Your company will take initiative and is proactive in working with me.
D. I will always count on your company to fulfill its promises and dedication.
69. Fees
A. The way satisfied are you with our rates?
B. Your fees usually are fair and reasonable.
T. Invoices from your company usually are complete and accurate.
Deb. I am always made aware of and understand your costs before the work is done.
70. Quality of Services
Any. Overall, how satisfied are our company currently with the quality of expert services?
B. As I think of quality business expert services, I think of your company initially.
C. I engage your personal firm because your services stand for excellent value for the money.
Deb. The service I obtain from your firm is better than additional (specify type) firms I use to deal with.
71. Professional Employees
A. How satisfied currently with your interactions with our skilled staff?
B. The skilled staff personnel I have reached in your company are purchaser focused.
C. I know that a professional staff is available to handle my problems and issues.
D. I can always get in touch with someone in your company who is able to make decisions that influence me.
72. Written Stuff
A. How satisfied will you be with our newsletters?
B. Your own personal newsletters give me useful data.
C. I always read your own personal newsletters and other literature.
G. I generally save prior issues of your newsletters for a reference source.
73. Responsiveness
A. How pleased are you with the responsiveness of our own people?
B. Your company is available when I need assistance.
D. Commitments and deadlines are usually met.
D. Your company aims to understand my business as well as its needs.
74. Services Provided
A. How satisfied will you be with the range of services this site offers?
B. Your company provides important ideas that fully satisfy our needs.
C. Your own personal ability to address unusual demands is a major reason My spouse and I engage your firm.
M. I sometimes have to turn to other sources because you avoid offer the services I need.
75. Service Value
A. General, how satisfied are you using the value of our services?
W. I engage your company because your services represent outstanding value for the money.
C. While I think of quality business companies, I think of your firm initially.
D. The service My spouse and i receive from your firm surpasses other professional service providers that we have dealt with.
76. Assistance Team
A. How fulfilled are you with the overall performance of our own service team?
B. Your own service team is accessible once I need assistance.
C. Your own service team strives to comprehend my business and its requirements.
D. Your service group regularly suggests solutions to enhance our business.
77. Info Resources
A. How happy are you with the relevance and also the usefulness of our information?
B. I always read your personal newsletters because they give me precious information.
C. I valuation the seminars and other educative offerings provided by your agency.
D. I generally keep your informational mailings to use as any reference source.
For types of how to score surveys, the way to report surveys, how to get large response rates for customer happiness surveys and hints to get running post-survey workshops with the senior team.
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