Sample Esc Customer Satisfaction Survey
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2Sample ESC Customer Satisfaction Survey
Source: Hobart Harmon (Spring 2009)
As a valued customer of ESC, we need a few minutes of your time to help us know how satisfied you are
with our programs and services. Your response will help us best meet your expectations in the future.
Please know that survey results will be analyzed as composite data and no individual responses will be
reported. Please submit the survey by December 10, 2009. Thank you!
1. Did you receive a service and or product offered by ESC during the previous 12 months? Yes No
Part A. Customer Relationships
For each item, please circle the number that best represents your rating. Mark “Not Applicable” (NA) when
appropriate.
2. Overall, how satisfied are you with programs and services of ESC?
Extremely
Dissatisfied
Neither
Satisfied
Extremely
Not
Dissatisfied
Satisfied
Applicable
1
2
3
4
5
6
7
8
9
10
NA
3. How likely would you be to recommend programs and services of ESC to friends or colleagues?
Definitely
Probably
Might or
Probably
Definitely
Not
Would Not
Would Not
Might Not
Would
Would
Applicable
1
2
3
4
5
6
7
8
9
10
NA
4. How likely would you be to continue selecting the same product or service from ESC?
Definitely
Probably
Might or
Probably
Definitely
Not
Would Not
Would Not
Might Not
Would
Would
Applicable
1
2
3
4
5
6
7
8
9
10
NA
5. If you were selecting a provider of an educational program or service for the first time, how likely is it
that you would choose ESC?
Definitely
Probably
Might or
Probably
Definitely
Not
Would Not
Would Not
Might Not
Would
Would
Applicable
1
2
3
4
5
6
7
8
9
10
NA
Part B: Customer Responsiveness
For each item, please circle the number that best represents your rating. Use the rating scale of 1
(Extremely Dissatisfied) to 10 (Extremely Satisfied). Mark “Not Applicable” (NA) when appropriate.
Responsiveness Item
Satisfaction Rating Choice
Extremely ---------------------------------- Extremely
Dissatisfied
Satisfied
6. Professionalism of ESC personnel
1 2 3 4 5 6 7 8 9 10
7. Competence of ESC personnel
1 2 3 4 5 6 7 8 9 10
8. Reliability of ESC personnel
1 2 3 4 5 6 7 8 9 10
9. Accessibility of ESC personnel
1 2 3 4 5 6 7 8 9 10
10. Attentiveness of ESC personnel
1 2 3 4 5 6 7 8 9 10
11. Timeliness of ESC program/service
1 2 3 4 5 6 7 8 9 10
12. Convenience of ESC program/service (location)
1 2 3 4 5 6 7 8 9 10
13. Efficiency (costs) of ESC program or service
1 2 3 4 5 6 7 8 9 10
14. Feasibility of implementing ESC program
1 2 3 4 5 6 7 8 9 10
15. Accuracy of ESC communications
1 2 3 4 5 6 7 8 9 10
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