Customer Service Survey

1. First, please indicate what category of customer you are by selecting one of these choices:
1: I am a new or fairly new customer 2: I am a regular customer (visited more than 5 times)
2. The business normally has the goods and services I expect
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
3. I receive high quality, better than average service from most employees
4. I receive high quality, better than average service from the business managers
5. Service employees are polite, attentive and friendly to me as a customer
6. Employees seem knowledgable about the products and services
7. And they seem to be well-trained in customer service policies and procedures.
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
8. Your return policies are friendly and make-sense to me. Not too much red-tape
9. The physical environment is clean, pleasant and welcoming to shop in or visit
10. The business is responsive to my needs when I have to special-order something (leave blank if you've never done this)
11. Overall, I enjoy my visits and like to shop or do busines here
12. Parking and access to your business is reasonably good
13. I like the marketing efforts: promotions, sales and special offers entice me to buy
14. The checkout experience is fast, fun and friendly
15. You stay up to date with new products and services
16. I have used your online shopping service
17. If so, I found the online store an attractive, effective tool for me
Disagree Strongly Disagree Neither Agree nor Disagree Agree Agree Strongly
18. Your website is useful and informative
19. The telephone system is fast and effective
20. The store is basically a fun place to walk through and visit!


Please take the time to respond thoroughly and candidly to the following questions. No one will be able to connect your answers to you.


21. What goods or services would you suggest we add to the our offerings?

22. What is the most frustrating and least-helpful policy or procedure to you (something we should STOP doing!)

23. How could we make our place a more pleasant and competitive offer to you?

24. What is another suggestion, about anything, that you'd like us to consider as we strive to improve things?

25. What other message would you like to relay to the top leadership of our bookstore? (Thanks, suggestions, critiques, you name it!)