client satisfaction survey - enterprise feedback
TRANSCRIPT
CLIENT SATISFACTION SURVEY�is survey template is brought to you courtesy of Allegiance, Inc., the leading Voice of Customer solutions provider.
This template is designed to give you a starting place in building your surveys. You will need to customize it as circumstances permit. Please visit our website at www.allegiance.com to learn more about our Survey Builder.
Thank you for agreeing to complete the Allegiance Client Satisfaction Survey! Allegiance is commi�ed to delivering an exceptional product and service experience to our clients. As part of our commitment, we have implemented an ongoing program to measure and to act on our client feedback about our so�ware, services, and people. Your input is critical to our success.
With which of the following Allegiance departments have you personally had interactions with in the last six months? (Select all that apply)
Sales: purchase and renewal of Allegiance solutions
Client Services: solution design and implementation, overall program management, analysis and reporting
Customer Support: technical support via phone, web (support.allegiance.com), or email ([email protected])
Custom Development: design and implementation of custom reporting solutions
Product: Engage7 platform, Active Survey, Pulse, Voice
Allegiance University: training (live and recorded), boot camps
Marketing: webinars, white papers, case studies, website/blog, Summit, social media
Sales Purchase and renewal of Allegiance solutions
Using a 10-point scale, where 1 = Completely Dissatisfied and 10 = Completely Satisfied, please rate your satisfaction with your Sales Associate, on each of the following. Select NA if an item does not apply to you.
Knowledge of Allegiance products/services
Understanding of your business needs and requirements
Proposes solutions to meet your needs
Sets reasonable expectations regarding product capabilities, features, functionality, etc.
Follows through on commitments
Responsive to your questions, requests, and needs
Courtesy and professionalism
Acts as an advocate for you within Allegiance
Knows the status of your account at all times
Proactive communication to assess your progress, satisfaction, emerging trends, changing needs, etc.
Frequency of communication with you
Ease of renewal process
✓
Please use this space to explain any of your ratings or to provide additional feedback about your sales experience with Allegiance
CLIENT SATISFACTION SURVEY�is survey template is brought to you courtesy of Allegiance, Inc., the leading Voice of Customer solutions provider.
Please use this space to explain any of your ratings or to provide additional feedback about your sales experience with Allegiance
Client Services Solution design and implementation, overall program management, analysis and reporting
Using a 10-point scale, where 1 = Completely Dissatisfied and 10 = Completely Satisfied, please rate your satisfaction with your Customer Success Manager (CSM), [pipe in name], on each of the following. Select NA if an item does not apply to you.
Knowledge of your business needs and requirements
Knowledge of Allegiance products/services
Establishes clear timelines to keep your project on schedule
Provides expert guidance on all aspects of your program
Assists us with designing surveys that product actionable results
Quality of completed work
Responsive to my questions, requests, and needs
Courtesy and professionalism
Acts as an advocate for you within Allegiance
Knows the status of your account at all times
Communicates proactively about issues that affect your program
Frequency of communication with your CSM
Follows through on commitments
Prepares reports that address your business objectives
On-time delivery of solution
CLIENT SATISFACTION SURVEY�is survey template is brought to you courtesy of Allegiance, Inc., the leading Voice of Customer solutions provider.
Please use this space to explain any of your ratings or to provide additional feedback about your sales experience with Allegiance
Custom Development Training (live and recorded), boot camps
Using a 10-point scale, where 1 = Completely Dissatisfied and 10 = Completely Satisfied, please rate your satisfaction with the Custom Development Team on the following items. Select NA if an item does not apply to you.
Understanding of your business needs and requirements
Knowledge of Allegiance products/services
Establishes clear timelines to keep your project on schedule
Provides creative solutions or recommendations to meet your needs
Responsive to your questions, requests, and needs
Courtesy and professionalism
Communicates proactively about issues that affect your solution
Follows through on commitments
Designs reports that address your business objectives
Quality of work completed
On-time completion of custom solution
Frequency of communication with the Custom Developers
CLIENT SATISFACTION SURVEY�is survey template is brought to you courtesy of Allegiance, Inc., the leading Voice of Customer solutions provider.
Please use this space to explain any of your ratings or to provide additional feedback about your sales experience with Allegiance
Please use this space to explain any of your ratings or to provide additional feedback about your experience with Allegiance University.
Allegiance Products Engage7 platform, Active Survey, Pulse, Voice
Using a 10-point scale, where 1 = Completely Dissatisfied and 10 = Completely Satisfied, please rate your satisfaction with Allegiance so�ware products on the following items. Select NA if an item does not apply to you.
Ease of use
Features and functionality that meet your needs
General system performance
Reliability
Scalability
Ease of upgrading
Allegiance University Training (live and recorded), boot camps, document library
Using a 10-point scale, where 1 = Completely Dissatisfied and 10 = Completely Satisfied, please rate your satisfaction with Allegiance University. Select NA if an item does not apply to you.
Ease of registering for a class
Range of topics offered
Schedule/class availability
Courtesy and professionalism of trainers
Technical skill/knowledge of trainers
Trainers’ knowledge of Allegiance products
Transferability of skills from training to practical application
Overall quality of document library
CLIENT SATISFACTION SURVEY�is survey template is brought to you courtesy of Allegiance, Inc., the leading Voice of Customer solutions provider.
Please use this space to explain any of your ratings or to provide additional feedback about your experience with Allegiance Marketing events and communication.
Marketing Webinars, white papers, case studies, website/blog, Summit, social media
Using a 10-point scale, where 1 = Completely Dissatisfied and 10 = Completely Satisfied, please rate your satisfaction with the events and literature prepared by our Marketing Team on the following items. Select NA if an item does not apply to you.
Information on Allegiance website
Quality of Allegiance blog
Frequency of Allegiance events
Quality of Allegiance events
Quality of Allegiance literature
Thought leadership
Overall Assessment Training (live and recorded), boot camps, document library
Using a 10-point scale, where 1 = Strongly Disagree and 10 = Strongly Agree, please indicate your level of agreement that Allegiance…
Is a client-focused organization
Provides high-quality products and services
Offers innovative VOC solutions
Is a VOC thought leader
Is easy to do business with
Saves you time
Considering the quality of the products and services received from Allegiance for the price paid, how would you rate the value you receive from Allegiance? (10-point scale, where 1=No Value At All and 10=Excellent Value)
Thinking about your experience with the products and services we offer and using a 10-point scale, where 1 = Completely Dissatisfied and 10 = Completely Satisfied, how satisfied are you overall with Allegiance?
CLIENT SATISFACTION SURVEY�is survey template is brought to you courtesy of Allegiance, Inc., the leading Voice of Customer solutions provider.
Thank you for taking this survey.
What one thing can we do be�er in order to earn your recommendations?
What do you like best about the products and services we offer?
Within the last six months, have you in fact recommended Allegiance to a friend or colleague?
Yes No
Would you be willing to be a reference for us or allow us to use your program for a case study?
Yes, I’ll be a reference
Yes, I’d like to do a case study
No, I’m not interested in either
Using a 10-point scale, where 1 = Definitely Will Not and 10 = Definitely Will, how likely are you to…?
Recommend Allegiance to a friend or colleague looking for a similar solution
Continue using Allegiance beyond your current contract
Expand your Allegiance contract to include other products or services
Thank you for taking the time to tell us about your experiences with Allegiance.
Your feedback will help us focus on the right areas of our relationship with you
and help us improve the products and services that we offer.