Introduction and Guidance

As an employee of 'ABC', we would like to know what your perceptions are of customers' requirements and their satisfaction with ABC. We need everyone to answer the questionnaire very honestly, and to encourage this, The Leadership Factor, our research agency, guarantees to protect the identity of everyone who completes it.

The questionnaire is entirely confidential. When you have completed the questionnaire please seal it in the envelope provided and return it directly to the Leadership Factor.

The questionnaire is divided into two main sections (A and B). Both sections cover the same topics, but in Section A we want to know how satisfied or dissatisfied you feel customers are with ABC's performance on each topic and in Section B how important or unimportant you believe each factor is to customers.

Please complete the questionnaire and return it by (date) Thank you very much. Your views are much appreciated.

Section A: Satisfaction

First of all we'd like to know how satisfied or dissatisfied you believe customers are with the performance of ABC. Using the key as a guide, circle the number which best reflects your views. Circle any number between 1 and 10 or circle N/A if you have no experience of the factor concerned

1. On time delivery
2. Product quality
3. Product training provided by ABC
4. Speed of response to enquiries/problems
5. Technical support provided from ABC Service Centres
6. Technical Support provided by ABC on your premises
7.