Log each completed customer questionnaire here and the analysis sheet averages the scores by question and by year, ready to take into management review.

Effective Excel Registers

Part of the alphaZ ER series of Excel registers, built for listings that grow and need to be sorted and filtered. Supplied in fully editable MS Excel format, with a Google Sheets version included, and set in Calibri font for improved readability.
The register is set up with:

• Drop-downs for the product or service and for a 1 to 5 score against each question, with the lists editable on the Instructions sheet
• Conditional formatting that picks out scores of 1 and 2 and customers who would not use you again
• Filters on the feedback data, and an analysis sheet with charts for any date range and year by year

alphaZ documents - tried and tested registers with no junk, jargon or unnecessary columns, developed over 25 years through practical use in the real world.

Further Reading

Further guidance on customer satisfaction and performance evaluation:

• ISO 9001 Clause 9.1 - Monitoring, Measurement, Analysis and Evaluation
• ISO 9001 Clause 6.2 - Quality Objectives
• Management Review Explained
• ISO 9001 knowledge base

How to Download

To get access to this file please click on Add to Cart to purchase for immediate download. If you have an alphaZ Subscription just click on Download Files to view all the files available to download. This register is also included in every alphaZ toolkit covering ISO 9001, ISO 14001, ISO 45001, ISO 27001 or ISO 22301, including the integrated toolkits, and in the BS EN 1090 Toolkit, so the toolkit route gives you this file plus everything else you need in one download.

Need Help Implementing?

If you'd like a hand turning customer feedback into measurable quality objectives, reviewing the trends for management review, or with your wider management system, our remote support services provide direct expert input from our team, by the day, by project, or on an ongoing basis.

Customer Feedback Analysis Register Template

A customer feedback analysis register template in Microsoft Excel for logging the scores from completed customer questionnaires and analysing them by question and over time. A Google Sheets version is included.

ISO 9001 asks you to monitor how customers see the way their needs and expectations have been met, and to analyse and evaluate what you find. The register keeps a record of every response alongside the averages and charts that show whether satisfaction is moving, and the overall rating can be used as a measurable quality objective.

What's Included in this Customer Feedback Analysis Register

The workbook is laid out as separate sheets, each doing one part of the job:

• Feedback_Data - one row per completed questionnaire, with the date, who completed it, the product or service provided, a 1 to 5 score against each question, whether the customer would use you again and any comments. The question headings are edited to match the questionnaire you send, with spare columns for extra questions.
• Feedback_Analysis - for any start and end date, the total responses, how many of each score every question received, the average for each question, an overall rating and the percentage who would use you again, then the average ratings year by year, with pie, bar and line charts.
• Instructions - how to use the register, and the lists behind the drop-downs, including your own products and services.

From Questionnaire to Trend

Each returned questionnaire is entered as a row, so the register builds into a full record of what customers have told you. Set a date range on the analysis sheet to see a quarter or a year at a time, or read across the year by year columns for the longer trend. Because each response carries the product or service, the data sheet can be filtered to look at one line of business on its own.

Setting Up the Register

Start on the Instructions sheet by entering your own products and services, then edit the question headings on the feedback data sheet to match the questionnaire you send. The register comes with example responses marked as test data, so you can see the analysis working before you delete them. Cells with a red triangle in the corner carry help text.

Built for Management Review

• An overall satisfaction rating for any period, ready to set as a quality objective
• Year by year averages for each question, so a change in one area shows up against the rest
• The percentage of customers who would use you again, alongside the scores
• Comments kept with the scores they explain

Keeping the Register Up to Date

Enter questionnaires as they come back rather than in a batch at the year end, so the analysis is always current. Before a management review, set the date range to the period since the last review and take the overall rating, the use again figure and any recurring comments into the meeting.

Who Needs a Customer Feedback Analysis Register?

Any organisation that sends out customer questionnaires and wants a straightforward way to turn the returns into figures, whether for ISO 9001 or simply as a measure of how the business is doing. It suits small and medium sized businesses that do not use a dedicated survey tool.

Pairs with the Customer Questionnaire

The register is set up for the 1 to 5 scoring used on the F-Q12 Customer Questionnaire. Complaints are better logged on the F-IMS51 Customer Complaints Register, and any action that comes out of the feedback can be followed through on the ER1 Issues Actions Register.