Good customer service Is essential to the success of your business. Statistics show that there is a 60 to 70% probability of selling to an existing customer versus a five to 20% probability of making a sale to a new customer (Marketing Metrics) and gaining new customers is seven times as expensive to the business as retaining existing ones (Parature). Over half of consumers are willing to pay more for better customer service (Defaqto Research). 

Successful businesses know how to build loyalty by establishing relationships with their customers, identifying their wants and needs and providing the highest level of customer service.

Impact of Poor Customer Service

According to a 2011 American Express Survey, 78% of consumers have not proceeded with a purchase because of poor customer service. It takes 12 positive customer service experiences to make up for one negative one. After a poor customer experience, 89% of dissatisfied customers make their next purchase from a competitor (Harris Interactive). U.S. businesses lose an estimated $83 billion annually due to poor customer service (Genesys, NewVoice Media). Customers are twice as likely to talk to friends and family about poor customer service experiences than they are to discuss positive ones (American Express).

Customer Feedback Is Important

One way to get regular feedback about customer satisfaction with your business is to use customer surveys. A survey can give you an appropriate measure of customer satisfaction (or dissatisfaction) with your business products or services.

The results of a survey can identify ways in which you can improve customer experience. It can pinpoint areas that need improvement (such as staff interaction with customers), or ways that you can more effectively meet the customers’ needs adding additional products or services.

Customer surveys do not have to be expensive. Adding a survey to your website or business Facebook page is a simple, inexpensive process. Surveys can also be by phone, email or collected on slips of paper in your place of business.

Customer Service Survey Best Practices

Most people don’t care to fill out customer surveys, so making the survey process as painless as possible improves the likelihood that the customer will take the time to complete one:

Keep the survey short and simpleAsk only what you need to knowOffer incentives to fill out the survey, such as future discounts or prize draws

Businesses that use satisfaction surveys are generally looked upon more favorably by customers - especially if you take the time to respond to those who have expressed dissatisfaction.

Sample Customer Service Survey

This short customer service survey questionnaire is designed to provide insight into the transaction between your business’s staff and your customers.

It’s a general customer service survey example that you can use to get feedback about face-to-face customer service interactions, adapt it to your needs by adding other questions specific to your company as needed.

Customer Service Survey 

Dear Customer,Our goal is to provide our customers with the best service possible. Please take a few minutes to complete the following customer service questionnaire. Your comments will enable us to see how we’re doing overall and find out how we can improve.

Customer Survey Example

Service Checklist Excellent Good Average Fair Poor

Staff available in a timely manner.          

Staff greeted you and offered to help you.          

Staff was friendly and cheerful throughout.          

Staff answered your questions.          

Staff showed knowledge of the products or services.          

Staff offered pertinent advice.          

Staff was courteous throughout.          

Overall, how would you rate our customer service?          

           

Open-Ended Questions           

What did you like best about our customer service?          

           

How could we improve our customer service?          

           

Is there a staff person you would like to commend?          

Name:          

Reason:          

           

           

Thank you for taking the time to complete our customer service survey.          

Survey Follow-Up Is Important

Negative survey responses should be addressed as soon as possible. Your chances of retaining a disgruntled customer are much higher if you respond immediately to their concerns. Keep in mind that some individual customers may be prone to leaving unreasonably negative feedback and will be dissatisfied no matter how you respond, so know when to move on. It is more important to identify common complaints and address the underlying issues accordingly.

If possible, contact disgruntled responders directly and discuss the survey responses. Listen carefully, apologize as needed and accept any criticism without becoming defensive or angry. Tell the respondents that you will work to address the issues and will contact them again at a later date to see if the changes have met their expectations. Responding to customer complaints shows that you care about their concerns and want to keep their business.

How to Measure and Monitor Customer Satisfaction

What Is Customer Retention?

Interview Question: “How Would You Handle an Angry Customer?”

Customer Service Guide for Small Business

Retail and Customer Service Resume Samples

Using Comment Cards For Feedback

9 Tips for Providing Excellent Customer Service

How to Create a Customer Comment Card

How to Foster Employee Motivation

How to Determine Customer Satisfaction

How to Conduct a Delphi Survey

Restaurant and Food Service Industry Job Skills

Simple Rules of Good Restaurant Customer Service

Common Customer Service Interview Questions With Answers

How to Foster Employee Satisfaction

How To Improve Customer Perception

Home

Entertainment

Careers

Activities

Humor

About Us Advertise Careers Privacy Policy Editorial Guidelines Contact Terms of Use EU Privacy

LiveAbout is part of the Dotdash Meredith publishing family.

When you visit the site, Dotdash Meredith and its partners may store or retrieve information on your browser, mostly in the form of cookies. Cookies collect information about your preferences and your devices and are used to make the site work as you expect it to, to understand how you interact with the site, and to show advertisements that are targeted to your interests. You can find out more about our use, change your default settings, and withdraw your consent at any time with effect for the future by visiting Cookies Settings, which can also be found in the footer of the site. Cookies Settings Reject All Accept Cookies

Good customer service Is essential to the success of your business. Statistics show that there is a 60 to 70% probability of selling to an existing customer versus a five to 20% probability of making a sale to a new customer (Marketing Metrics) and gaining new customers is seven times as expensive to the business as retaining existing ones (Parature). Over half of consumers are willing to pay more for better customer service (Defaqto Research). 

Successful businesses know how to build loyalty by establishing relationships with their customers, identifying their wants and needs and providing the highest level of customer service.

Impact of Poor Customer Service

According to a 2011 American Express Survey, 78% of consumers have not proceeded with a purchase because of poor customer service. It takes 12 positive customer service experiences to make up for one negative one. After a poor customer experience, 89% of dissatisfied customers make their next purchase from a competitor (Harris Interactive). U.S. businesses lose an estimated $83 billion annually due to poor customer service (Genesys, NewVoice Media). Customers are twice as likely to talk to friends and family about poor customer service experiences than they are to discuss positive ones (American Express).

Customer Feedback Is Important

One way to get regular feedback about customer satisfaction with your business is to use customer surveys. A survey can give you an appropriate measure of customer satisfaction (or dissatisfaction) with your business products or services.

The results of a survey can identify ways in which you can improve customer experience. It can pinpoint areas that need improvement (such as staff interaction with customers), or ways that you can more effectively meet the customers’ needs adding additional products or services.

Customer surveys do not have to be expensive. Adding a survey to your website or business Facebook page is a simple, inexpensive process. Surveys can also be by phone, email or collected on slips of paper in your place of business.

Customer Service Survey Best Practices

Most people don’t care to fill out customer surveys, so making the survey process as painless as possible improves the likelihood that the customer will take the time to complete one:

Keep the survey short and simpleAsk only what you need to knowOffer incentives to fill out the survey, such as future discounts or prize draws

Businesses that use satisfaction surveys are generally looked upon more favorably by customers - especially if you take the time to respond to those who have expressed dissatisfaction.

Sample Customer Service Survey

This short customer service survey questionnaire is designed to provide insight into the transaction between your business’s staff and your customers.

It’s a general customer service survey example that you can use to get feedback about face-to-face customer service interactions, adapt it to your needs by adding other questions specific to your company as needed.

Customer Service Survey 

Dear Customer,Our goal is to provide our customers with the best service possible. Please take a few minutes to complete the following customer service questionnaire. Your comments will enable us to see how we’re doing overall and find out how we can improve.

Customer Survey Example

Service Checklist Excellent Good Average Fair Poor

Staff available in a timely manner.          

Staff greeted you and offered to help you.          

Staff was friendly and cheerful throughout.          

Staff answered your questions.          

Staff showed knowledge of the products or services.          

Staff offered pertinent advice.          

Staff was courteous throughout.          

Overall, how would you rate our customer service?          

           

Open-Ended Questions           

What did you like best about our customer service?          

           

How could we improve our customer service?          

           

Is there a staff person you would like to commend?          

Name:          

Reason:          

           

           

Thank you for taking the time to complete our customer service survey.          

Survey Follow-Up Is Important

Negative survey responses should be addressed as soon as possible. Your chances of retaining a disgruntled customer are much higher if you respond immediately to their concerns. Keep in mind that some individual customers may be prone to leaving unreasonably negative feedback and will be dissatisfied no matter how you respond, so know when to move on. It is more important to identify common complaints and address the underlying issues accordingly.

If possible, contact disgruntled responders directly and discuss the survey responses. Listen carefully, apologize as needed and accept any criticism without becoming defensive or angry. Tell the respondents that you will work to address the issues and will contact them again at a later date to see if the changes have met their expectations. Responding to customer complaints shows that you care about their concerns and want to keep their business.

How to Measure and Monitor Customer Satisfaction

What Is Customer Retention?

Interview Question: “How Would You Handle an Angry Customer?”

Customer Service Guide for Small Business

Retail and Customer Service Resume Samples

Using Comment Cards For Feedback

9 Tips for Providing Excellent Customer Service

How to Create a Customer Comment Card

How to Foster Employee Motivation

How to Determine Customer Satisfaction

How to Conduct a Delphi Survey

Restaurant and Food Service Industry Job Skills

Simple Rules of Good Restaurant Customer Service

Common Customer Service Interview Questions With Answers

How to Foster Employee Satisfaction

How To Improve Customer Perception

When you visit the site, Dotdash Meredith and its partners may store or retrieve information on your browser, mostly in the form of cookies. Cookies collect information about your preferences and your devices and are used to make the site work as you expect it to, to understand how you interact with the site, and to show advertisements that are targeted to your interests. You can find out more about our use, change your default settings, and withdraw your consent at any time with effect for the future by visiting Cookies Settings, which can also be found in the footer of the site. Cookies Settings Reject All Accept Cookies

Good customer service Is essential to the success of your business. Statistics show that there is a 60 to 70% probability of selling to an existing customer versus a five to 20% probability of making a sale to a new customer (Marketing Metrics) and gaining new customers is seven times as expensive to the business as retaining existing ones (Parature). Over half of consumers are willing to pay more for better customer service (Defaqto Research). 

Successful businesses know how to build loyalty by establishing relationships with their customers, identifying their wants and needs and providing the highest level of customer service.

Impact of Poor Customer Service

According to a 2011 American Express Survey, 78% of consumers have not proceeded with a purchase because of poor customer service. It takes 12 positive customer service experiences to make up for one negative one. After a poor customer experience, 89% of dissatisfied customers make their next purchase from a competitor (Harris Interactive). U.S. businesses lose an estimated $83 billion annually due to poor customer service (Genesys, NewVoice Media). Customers are twice as likely to talk to friends and family about poor customer service experiences than they are to discuss positive ones (American Express).

Customer Feedback Is Important

One way to get regular feedback about customer satisfaction with your business is to use customer surveys. A survey can give you an appropriate measure of customer satisfaction (or dissatisfaction) with your business products or services.

The results of a survey can identify ways in which you can improve customer experience. It can pinpoint areas that need improvement (such as staff interaction with customers), or ways that you can more effectively meet the customers’ needs adding additional products or services.

Customer surveys do not have to be expensive. Adding a survey to your website or business Facebook page is a simple, inexpensive process. Surveys can also be by phone, email or collected on slips of paper in your place of business.

Customer Service Survey Best Practices

Most people don’t care to fill out customer surveys, so making the survey process as painless as possible improves the likelihood that the customer will take the time to complete one:

Keep the survey short and simpleAsk only what you need to knowOffer incentives to fill out the survey, such as future discounts or prize draws

Businesses that use satisfaction surveys are generally looked upon more favorably by customers - especially if you take the time to respond to those who have expressed dissatisfaction.

Sample Customer Service Survey

This short customer service survey questionnaire is designed to provide insight into the transaction between your business’s staff and your customers.

It’s a general customer service survey example that you can use to get feedback about face-to-face customer service interactions, adapt it to your needs by adding other questions specific to your company as needed.

Customer Service Survey 

Dear Customer,Our goal is to provide our customers with the best service possible. Please take a few minutes to complete the following customer service questionnaire. Your comments will enable us to see how we’re doing overall and find out how we can improve.

Customer Survey Example

Service Checklist Excellent Good Average Fair Poor

Staff available in a timely manner.          

Staff greeted you and offered to help you.          

Staff was friendly and cheerful throughout.          

Staff answered your questions.          

Staff showed knowledge of the products or services.          

Staff offered pertinent advice.          

Staff was courteous throughout.          

Overall, how would you rate our customer service?          

           

Open-Ended Questions           

What did you like best about our customer service?          

           

How could we improve our customer service?          

           

Is there a staff person you would like to commend?          

Name:          

Reason:          

           

           

Thank you for taking the time to complete our customer service survey.          

Survey Follow-Up Is Important

Negative survey responses should be addressed as soon as possible. Your chances of retaining a disgruntled customer are much higher if you respond immediately to their concerns. Keep in mind that some individual customers may be prone to leaving unreasonably negative feedback and will be dissatisfied no matter how you respond, so know when to move on. It is more important to identify common complaints and address the underlying issues accordingly.

If possible, contact disgruntled responders directly and discuss the survey responses. Listen carefully, apologize as needed and accept any criticism without becoming defensive or angry. Tell the respondents that you will work to address the issues and will contact them again at a later date to see if the changes have met their expectations. Responding to customer complaints shows that you care about their concerns and want to keep their business.

Good customer service Is essential to the success of your business. Statistics show that there is a 60 to 70% probability of selling to an existing customer versus a five to 20% probability of making a sale to a new customer (Marketing Metrics) and gaining new customers is seven times as expensive to the business as retaining existing ones (Parature). Over half of consumers are willing to pay more for better customer service (Defaqto Research). 

Successful businesses know how to build loyalty by establishing relationships with their customers, identifying their wants and needs and providing the highest level of customer service.

Impact of Poor Customer Service

  • According to a 2011 American Express Survey, 78% of consumers have not proceeded with a purchase because of poor customer service.
  • It takes 12 positive customer service experiences to make up for one negative one.
  • After a poor customer experience, 89% of dissatisfied customers make their next purchase from a competitor (Harris Interactive).
  • U.S. businesses lose an estimated $83 billion annually due to poor customer service (Genesys, NewVoice Media).
  • Customers are twice as likely to talk to friends and family about poor customer service experiences than they are to discuss positive ones (American Express).

Customer Feedback Is Important

One way to get regular feedback about customer satisfaction with your business is to use customer surveys. A survey can give you an appropriate measure of customer satisfaction (or dissatisfaction) with your business products or services.

The results of a survey can identify ways in which you can improve customer experience. It can pinpoint areas that need improvement (such as staff interaction with customers), or ways that you can more effectively meet the customers’ needs adding additional products or services.

Customer surveys do not have to be expensive. Adding a survey to your website or business Facebook page is a simple, inexpensive process. Surveys can also be by phone, email or collected on slips of paper in your place of business.

Customer Service Survey Best Practices

Most people don’t care to fill out customer surveys, so making the survey process as painless as possible improves the likelihood that the customer will take the time to complete one:

  • Keep the survey short and simpleAsk only what you need to knowOffer incentives to fill out the survey, such as future discounts or prize draws

Businesses that use satisfaction surveys are generally looked upon more favorably by customers - especially if you take the time to respond to those who have expressed dissatisfaction.

Sample Customer Service Survey

This short customer service survey questionnaire is designed to provide insight into the transaction between your business’s staff and your customers.

It’s a general customer service survey example that you can use to get feedback about face-to-face customer service interactions, adapt it to your needs by adding other questions specific to your company as needed.

Customer Service Survey 

Dear Customer,Our goal is to provide our customers with the best service possible. Please take a few minutes to complete the following customer service questionnaire. Your comments will enable us to see how we’re doing overall and find out how we can improve.

Customer Survey Example

Service Checklist Excellent Good Average Fair Poor

Staff available in a timely manner.          

Staff greeted you and offered to help you.          

Staff was friendly and cheerful throughout.          

Staff answered your questions.          

Staff showed knowledge of the products or services.          

Staff offered pertinent advice.          

Staff was courteous throughout.          

Overall, how would you rate our customer service?          

           

Open-Ended Questions           

What did you like best about our customer service?          

           

How could we improve our customer service?          

           

Is there a staff person you would like to commend?          

Name:          

Reason:          

           

           

Thank you for taking the time to complete our customer service survey.          

Survey Follow-Up Is Important

Negative survey responses should be addressed as soon as possible. Your chances of retaining a disgruntled customer are much higher if you respond immediately to their concerns. Keep in mind that some individual customers may be prone to leaving unreasonably negative feedback and will be dissatisfied no matter how you respond, so know when to move on. It is more important to identify common complaints and address the underlying issues accordingly.

If possible, contact disgruntled responders directly and discuss the survey responses. Listen carefully, apologize as needed and accept any criticism without becoming defensive or angry. Tell the respondents that you will work to address the issues and will contact them again at a later date to see if the changes have met their expectations. Responding to customer complaints shows that you care about their concerns and want to keep their business.

Survey Follow-Up Is Important

Negative survey responses should be addressed as soon as possible. Your chances of retaining a disgruntled customer are much higher if you respond immediately to their concerns. Keep in mind that some individual customers may be prone to leaving unreasonably negative feedback and will be dissatisfied no matter how you respond, so know when to move on. It is more important to identify common complaints and address the underlying issues accordingly.

If possible, contact disgruntled responders directly and discuss the survey responses. Listen carefully, apologize as needed and accept any criticism without becoming defensive or angry. Tell the respondents that you will work to address the issues and will contact them again at a later date to see if the changes have met their expectations. Responding to customer complaints shows that you care about their concerns and want to keep their business.

  • How to Measure and Monitor Customer Satisfaction

  • What Is Customer Retention?

  • Interview Question: “How Would You Handle an Angry Customer?”

  • Customer Service Guide for Small Business

  • Retail and Customer Service Resume Samples

  • Using Comment Cards For Feedback

  • 9 Tips for Providing Excellent Customer Service

  • How to Create a Customer Comment Card

  • How to Foster Employee Motivation

  • How to Determine Customer Satisfaction

  • How to Conduct a Delphi Survey

  • Restaurant and Food Service Industry Job Skills

  • Simple Rules of Good Restaurant Customer Service

  • Common Customer Service Interview Questions With Answers

  • How to Foster Employee Satisfaction

  • How To Improve Customer Perception

How to Measure and Monitor Customer Satisfaction

How to Measure and Monitor Customer Satisfaction

What Is Customer Retention?

What Is Customer Retention?

Interview Question: “How Would You Handle an Angry Customer?”

Interview Question: “How Would You Handle an Angry Customer?”

Customer Service Guide for Small Business

Customer Service Guide for Small Business

Retail and Customer Service Resume Samples

Retail and Customer Service Resume Samples

Using Comment Cards For Feedback

Using Comment Cards For Feedback

9 Tips for Providing Excellent Customer Service

9 Tips for Providing Excellent Customer Service

How to Create a Customer Comment Card

How to Create a Customer Comment Card

How to Foster Employee Motivation

How to Foster Employee Motivation

How to Determine Customer Satisfaction

How to Determine Customer Satisfaction

How to Conduct a Delphi Survey

How to Conduct a Delphi Survey

Restaurant and Food Service Industry Job Skills

Restaurant and Food Service Industry Job Skills

Simple Rules of Good Restaurant Customer Service

Simple Rules of Good Restaurant Customer Service

Common Customer Service Interview Questions With Answers

Common Customer Service Interview Questions With Answers

How to Foster Employee Satisfaction

How to Foster Employee Satisfaction

How To Improve Customer Perception

How To Improve Customer Perception

Home

Entertainment

Careers

Activities

Humor

About Us Advertise Careers Privacy Policy Editorial Guidelines Contact Terms of Use EU Privacy

LiveAbout is part of the Dotdash Meredith publishing family.

Home

Home

Entertainment

Careers

Activities

Humor

About Us Advertise Careers Privacy Policy Editorial Guidelines Contact Terms of Use EU Privacy

  • About Us

  • Advertise

  • Careers

  • Privacy Policy

  • Editorial Guidelines

  • Contact

  • Terms of Use

  • EU Privacy

  • Entertainment

  • Careers

  • Activities

  • Humor

LiveAbout is part of the Dotdash Meredith publishing family.

When you visit the site, Dotdash Meredith and its partners may store or retrieve information on your browser, mostly in the form of cookies. Cookies collect information about your preferences and your devices and are used to make the site work as you expect it to, to understand how you interact with the site, and to show advertisements that are targeted to your interests. You can find out more about our use, change your default settings, and withdraw your consent at any time with effect for the future by visiting Cookies Settings, which can also be found in the footer of the site. Cookies Settings Reject All Accept Cookies