Sample Customer Satisfaction SurveyKeeping one step ahead of the competition is what makes us stand out from the rest. To do this though, we need your feedback and recommendations for possible improvement. We'd appreciate it if you would please take a moment and complete the following survey and return it in the postage paid return envelope. Please circle the response that best describes your answer. 1. Overall, how satisfied are you with our agency in handling your company’s business insurance? Very Dissatisfied Very Satisfied 1 2 3 4 2. In Column A below, using a 4 point importance scale with 4 being Very Important and 1 being Not At All Important, please indicate how important each of the following attributes are when choosing or deciding to stay with an insurance agency. If there are any other important agency attributes not on this list, please list them at the bottom of the list on the next page.
In Column B, using a 4 point satisfaction scale with 4 being Very Satisfied and 1 being Very Dissatisfied, please indicate how satisfied you are with our agency in each of the following areas. If an area does not apply to you, circle N/A.
Column A: Importance | Column B: Satisfaction | The agency staff . . . . | 1 2 3 4 | 1 2 3 4 N/A | a) Takes the time to understand your needs | 1 2 3 4 | 1 2 3 4 N/A | b) Provides helpful advice on protecting your property & other assets | 1 2 3 4 | 1 2 3 4 N/A | c) Explains your coverage to you | 1 2 3 4 | 1 2 3 4 N/A | d) Is courteous and helpful; treats you like a valued client | 1 2 3 4 | 1 2 3 4 N/A | e) Professionalism | 1 2 3 4 | 1 2 3 4 N/A | f) Knowledge of insurance products and companies | 1 2 3 4 | 1 2 3 4 N/A | g) Claims handling service | 1 2 3 4 | 1 2 3 4 N/A | h) Answers your questions thoroughly, clearly and promptly | 1 2 3 4 | 1 2 3 4 N/A | i) Promptly returns your calls | 1 2 3 4 | 1 2 3 4 N/A | j) Provides prompt premium quotes | 1 2 3 4 | 1 2 3 4 N/A | k) Can assess the best coverage to meet your needs | 1 2 3 4 | 1 2 3 4 N/A | l) Gets you the best price; provides the best value for your dollars | 1 2 3 4 | 1 2 3 4 N/A | m) Resolves any problems promptly and thoroughly | 1 2 3 4 | 1 2 3 4 N/A | n) Responsive to any need or requests | 1 2 3 4 | 1 2 3 4 N/A | o) Provides consistent reliable service | 1 2 3 4 | 1 2 3 4 N/A | p) __________________________ | 1 2 3 4 | 1 2 3 4 N/A | q) __________________________ |
3. In the last 12 months, have you ever reported a claim to our agency? _____ Yes _____ No (If no, go to question 4)
Just thinking about our agency's involvement in the claim, i.e., not the insurance company's, how satisfied are you with our handling of the claim(s) in terms of the following, using a 4 point satisfaction scale, with 4 being Very Satisfied and 1 being Very Dissatisfied. If an attribute does not apply to you, circle N/A. 1 2 3 4 N/A | a) Expedites the claim process quickly | 1 2 3 4 N/A | b) Explains the claim process and your role in the process | 1 2 3 4 N/A | c) Takes the time to understand your business and the claim situation | 1 2 3 4 N/A | d) Is empathetic to the claim situation; commiserates with you on the claim situation | 1 2 3 4 N/A | e) Helpful in resolving any problems in getting the claim settled | 1 2 3 4 N/A | f) Follows up with you to make sure the company is handling your claim to your satisfaction |
4. How can we better serve your needs? _________________________________________
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______________________________________________________________________ 7. Where/how can we find more clients like you? ___________________________________
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______________________________________________________________________ Thank you for taking the time to share your opinions with us. We value your business and are committed to doing everything in our power to continue to earn the privilege of servicing your insurance needs. The ABC Agency Optional Info
Client Name:____________________________ Phone Number: _____________________  | 