“The gulf between satisfied customers and completely satisfied customers can swallow a business.” - Harvard Business Review

Design a customer satisfaction questionnaire for a

1. Hospital 2. Hotel 3. Educational Institution

Team Members:

1.Jagat Singh Dhami 2.Amal Rani 3.Deepan 4.Iyyappa Prakash

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Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy.

There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

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Customer Satisfaction is the customer’s perception of the actual service received as compared to the service they expected.

“Customer Satisfaction lives at the intersection of reality and expectations.”

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End goal of customer focused strategies is the same:

Boosting retention and repurchase = more sales!!!

Creating Better Products or Services

Offering compelling customer experience

Building deeper customer relationships

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Annual Customer Satisfaction Surveys

Focus Groups (Formal/ informal)

Online Questionnaires

Phone or Fax

Surveys

Feedback Forms

Online Polls

Customer Service

FeedbackCRM

Softwar

e

Other Surveys

(Benchmarking, Employee,

Org Alignment)

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Questionnaire for Hotel

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Thank you for your recent stay at our hotel. During your stay you dined at our 5-star Seafood Emporium Restaurant. We're conducting a short survey to find out about your dining experience and what we might do to improve. Please help us by completing this short survey.

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1-Strongly agree2-Agree3-Neither agree nor disagree4-Disagree5-Strongly disagree

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Service Strongly Disagree

 Strongly

Agree

1 2 3 4 5

1. The food was served hot and fresh

2. The menu had an excellent selection of items

3. The quality of food was excellent

4. The food was very tasty and flavorful 9

5. Did you have a reservation? [ ]Yes

[ ]No

6. Approximately how many minutes did you wait before you were seated? ………..

7. The waiting time was:

[ ] About what I expected[ ] A little longer that I expected[ ] Much longer than I expected

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 Strongly Disagree

 Strongly Agree

1 2 3 4 5

8. We were seated promptly

9. A server was there to take our order quickly

10. The server was friendly and patient when taking our order

11. Our server coordinated the timing of the courses perfectly

12. The server was able to answer all our questions

13. Overall, the service was excellent

14. Considering everything, our dining experience was a good value

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1. What is your name?..............................................

2. What is your age?

a. 10-16 b. 17-23 c. 24-30 d. 31-37 e. 38 & above

3. What is your gender?

a. Male b. Female

4. What is your present occupation?

a. Business and professional

b. Salaried and semi-professional

c. Skilled worker

d. Laborer

e. Student

5. What is your yearly household income? (INR)

a. 0-50000 b. 60000-100000 c.100001-150000

d. 150001-200000 e. 200001-500000 f. 500001 and above

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Questionnaire for Educational Institution.

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We would be grateful if you could spare a few minutes to complete this Customer Satisfaction Questionnaire to help us ensure that our standard of customer care exceeds expectations wherever possible.

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The questionnaire prepared for getting the students view about their school/college teachers.

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Exemplary (EXEM) - Performance is consistently exceptional in meeting performance criteria demonstrated by providing extraordinary opportunities for student success through instructional strategies that confirm the teacher’s expertise and the ability to reach all students.

Exceeds Standards (EXS) - Performance is consistently above average in meeting performance criteria demonstrated by going beyond the established standards and instructional practices in reaching all students.

Meets Standards (MS) - Performance is consistently adequate in meeting performance criteria.

Unsatisfactory (UNS) - Performance is not consistently acceptable in meeting performance criteria.

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I. PROGRAMS OF STUDY

A.Bases instruction on adopted curricula for the school.

B.Demonstrates accurate and current knowledge in subject field.

C.Develops appropriate lessons to teach instructional objectives.

EXEM

EXS MS UNS

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II. CLASSROOM CLIMATE

A.Establishes procedures and rules that enhance learning.

B. Encourages students’ attendance.

C.Sets high positive expectations for student performance.

D.Encourages and acknowledges individual students’ accomplishments and appropriate behavior. E.Treats students in a fair and equitable manner.

F. Accommodates individual learning differences.

EXEM

EXS MS UNS

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III. INSTRUCTIONAL MANAGEMENT SYSTEM

A.Begins lesson or instructional activity with a review of previous materials as appropriate.

B.Directs and adequately supervises students to be on task quickly at the beginning of each instructional activity.

C. Provides instructional pacing that ensures student understanding.

D.Encourages students to express ideas clearly and accurately.

E.Designs, delivers, and assesses student learning activities addressing the state adopted instructional goals and objectives.

EXEM

EXS MS UNS

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V. COMMUNICATION

A.Communicates regularly and effectively with students, co-workers, parents/guardians, & community and exhibits appropriate interactive skills.

B.Follows confidentiality procedures regarding students, parents/guardians, and fellow staff members.

C.Speaks and writes standard English clearly, correctly, and distinctly.

EXEM

EXS MS UNS

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VI. PROFESSIONAL WORK HABITS

A.Interacts appropriately with students, other educational personnel, and parents.

B. Is punctual with reports, grades, records, and in reporting to work.

C. Commands respect by example in appearance, manners, behavior, and language.

EXEM

EXS MS UNS

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EXEM

EXS MS UNSVII. TECHNOLOGY STANDARDS

A.Plans and designs effective learning environments and experiences supported by technology.

B.Implements curriculum plans that include methods and strategies for applying technology to maximize student learning.

C. Applies technology to facilitate a variety of effective assessment and evaluation strategies. 22

Questionnaire for Hospital

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We would be grateful if you could spare a few minutes to complete this Customer Satisfaction Questionnaire to help us ensure that our standard of customer care exceeds expectations wherever possible.

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Since Hospitals require a Exceptional feedback, few types of rating scales are used.

1. YES2. NO

1. EXCELLENT2. VERY GOOD3. GOOD4. AVERAGE5. POOR

1. Never 2. Rarely 3. Occasionally 4. Frequently 5. Always

1. Strongly agree

2. Agree 3. Neither agree

nor Disagree 4. Disagree 5. Strongly

Disagree

RATING SCALE

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1. I got a comfortable waiting room during a visit to the doctor’s office.[ ]yes [ ]no

2. The waiting time is reasonable for a referral from receptionist to see a doctor.[ ]yes [ ]no

3. Did your appointment start on time?[ ]yes [ ]no

4. Was the receptionist helpful, polite and pleasant? [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

5. The doctors approach to the patients, with a friendly attitude with care.[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

6. The doctors listen carefully the patients problem.[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

7. Physician asks questions regarding your health history. [ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

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8. Physician discusses treatment options with you, including the expected course of treatment.

[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

9. The doctor recommends a lot of medicine in a minor case (Fever, cold etc).[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

10. The doctors are suggesting the proper referral of further treatment in case of complex disease.

[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

11. Physician explains drugs and other treatments (for example, psychotherapy), their expected effects, and possible side effects.

[ ]Never [ ]Rarely [ ]Occasionally [ ]Frequently [ ] Always

12. Sufficient numbers of doctors are available to attend the patients.[ ]yes [ ]no

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13. The hospital have well equipped lab, that provides report to patient on a time.[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

14. The medical store of hospital having medically knowledgeable person.[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

15. Did you find our parking convenient? [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

16. The hospital providing the timely service in the case of emergency, shortage of blood, etc. [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

17. The employee behaves polite and courtesy towards patient.[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

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18. The room of hospital was clean and feel friendly [ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

19. Were you happy with the care you received?[ ]Strongly agree [ ]Agree [ ]Neither agree nor Disagree [ ]Disagree [ ]Strongly Disagree

20. How would you rate the overall quality of service you received ?[ ]Excellent [ ]Very Good [ ] Good [ ]Average [ ]Poor

21. How can we improve our services? Please give your valuable comments…

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Food for ThoughtThe name of the game should be about "giving

customers a memory and experience so great that they'll want to repeat it." The game is not all about

getting that score—that “TARGET” customer score—any way possible.

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Believe customers possess good ideas

Gather customer feedback at every opportunity

Focus on continual improvement – start with top 10 issues bugging your customers

Solicit good and bad feedback Seek real time feedback

Don’t spend vast sums of money

Make it easy for customers to provide feedback

Leverage technology to aid efforts

Share feedback throughout the company

Use feedback to make quick changes

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“You can’t move a mountain in a day, but you can make it easier to

climb by clearing a path.”

TARGET !!

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Questionnaire design is a long process evaluation tool Questionnaires are like any scientific

experiment. One does not collect data and then

see if they found something interesting.

One forms a hypothesis and an experiment that will help prove or disprove the hypothesis.

A questionnaire is a powerful

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Questionnaires allow the collection of

both subjective and objective data through the use of

open or closed format questions.

Modern computers have only made the task of collecting and

extracting valuable material more efficient.

However, a questionnaire is only as good as the questions it

contains.

There are many guidelines that must be met before our

questionnaire can be considered a sound research tool

Mindful review and testing is necessary to weed out

minor mistakes that can cause great changes in meaning and

interpretation.

When these guidelines are followed, the questionnaire

becomes a powerful and economic evaluation tool.

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“Questions are the creative acts of intelligence”

QUESTIONS ?????????????

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