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Causal model driver questions

The customer satisfaction survey questionnaire is constructed along the modified ECSI model using generic opening questions, causal model driver & result questions, and generic closure questions. You can use the model/image below to navigate to the individual components.

click here to review purchase characteristics Click here to review the corporate image questions click here to review the customer expectation questions click here to review product quality questions click here to review the service quality questions cclick here to review the perceived quality questions click here to review the customer satisfaction questions click here to review the customer loyalty questions click here to review the quality improvement questions

Corporate image

How do you perceive the general image of <company name> in terms of products and services?

  • Question 3. The image of being a reliable company?
  • Question 4. The image of being a professional knowledgeable company?
  • Question 5. The image of offering good value for money?

Use the scale where 1 means "very low" and 10 "very high".

click here to review purchase characteristics Click here to review the corporate image questions click here to review the customer expectation questions click here to review product quality questions click here to review the service quality questions cclick here to review the perceived quality questions click here to review the customer satisfaction questions click here to review the customer loyalty questions click here to review the quality improvement questions

Customer expectation

Based on your previous experience what do you expect from <company name>?

  • Question 6. Low cost of products and services:
  • Question 7. High quality of service and support;
  • Question 8. Very quick reaction time and direct product availability;

Use the scale where 1 means "very low" and 10 means "very high".

Fulfilment of expectations

<company name> being a <USP1> and <USP2> partner, likes to fulfil all your expectations.

  • Question 9. To what degree do you consider that <company name> fulfils all your expectations?

Use the scale where 1 means "Much less then expected" and 10 means "Much more then expected".

click here to review purchase characteristics Click here to review the corporate image questions click here to review the customer expectation questions click here to review product quality questions click here to review the service quality questions cclick here to review the perceived quality questions click here to review the customer satisfaction questions click here to review the customer loyalty questions click here to review the quality improvement questions

Customer perceived product quality

How would you rate your own experience concerning the product quality as previously delivered by ?

  • Question 10. The reliability of our products?
  • Question 11. The quality of our shipments?
  • Question 12. The punctuality of our logistical services?
  • Question 13. Technical/quality documentation offered by <company name>?

Use the scale where 1 means "very low", and 10 "very high".

click here to review purchase characteristics Click here to review the corporate image questions click here to review the customer expectation questions click here to review product quality questions click here to review the service quality questions cclick here to review the perceived quality questions click here to review the customer satisfaction questions click here to review the customer loyalty questions click here to review the quality improvement questions

Customer perceived service quality

How would you rate your own experience concerning the service quality during the last experience, delivered by <company name>?

  • Question 14. The quality of service and advice offered by employees of <company name>?
  • Question 15. The quality of the logistical services delivered by <company name> (stock orders, JIT, VMI)?
  • Question 16. The overall quality of the services delivered by <company name>?

Use the scale where 1 means "very low", and 10 "very high".

click here to review purchase characteristics Click here to review the corporate image questions click here to review the customer expectation questions click here to review product quality questions click here to review the service quality questions cclick here to review the perceived quality questions click here to review the customer satisfaction questions click here to review the customer loyalty questions click here to review the quality improvement questions

Customer perceived value

Consider the product, service and support you have received from <company name>. How do you rate this in relation to the prices charged?

  • Question 17. The products charges are good value for money?
  • Question 18. The service charges are good value for money?
  • Question 19. The overall charges are good value for money?

Use the scale 1 meaning "very low value for money", and 10 "very high value for money".

Click and open the content table for Customer satisfaction models

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