click here to visit my Twitter homepage Click here to visit my YouTube channel click here to visit my LinkedIn profile page

Causal model result 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

Customer satisfaction

Consider all your experiences of <company name>;

  • Question 20. How satisfied are you?

Use the 10-point scale where 1 means "not at all satisfied" and 10 "very satisfied".

Consider all your expectations;

  • Question 21. To what degree do you consider that <company name> presently fulfils all your expectations?

Use the 10-point scale where 1 means "falls short of expectations" and 10 "exceeds expectations".

Think of an ideal company;

  • Question 22. How close to this ideal company would you rate <company name>?

Use the 10-point scale where 1 means "not close to ideal" and 10 "very close to ideal".

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 loyalty

If you were to (re)buy products and/or services;

  • Question 23. How likely is it that you would buy from <company name> again?
  • Question 24. How likely is it that you recommend <company name> to a friend or colleague?

Use the scale 1 meaning "very unlikely", and 10 "very likely".

  • Question 25. Why do you feel that way about recommending <comapny name>?

Open comment box.

Click and open the content table for Customer satisfaction models

About the website

The Rovaha non-commercial website is for information purposes only and does not constitute advice. By using or accessing this non-commercial website you agree with the terms and conditions, copyrights and Privacy and Cookie policy.

This non-commercial website is just for the visitor’s convenience.