Recording customer perceptions and feedback can be very important to companies. This simple form allows you to capture ratings on the overall service, quality, timescale, communication, flexibility and general customer comments. 

Effective Form Templates

This form template is supplied in fully editable MS Word format and can be easily customised and edited. The document uses pre-defined style formatting throughout, with all text in Calibri font for improved readability.
The following document labelling is included in the footer:

• Form number and title
• Information-classification
• Version
• Page number / total pages

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Further Reading

Further guidance on customer satisfaction and feedback:

• ISO 9001 Clause 9.1 - Monitoring, Measurement, Analysis and Evaluation
• Quality Management Systems
• The Process Approach

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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 form is also included in the ISO 9001 Toolkit and every alphaZ ISO toolkit that covers quality management, so the toolkit route gives you this file plus everything else you need in one download.

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If you'd like hands-on help setting up your customer satisfaction monitoring, or 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 Questionnaire Template

A customer questionnaire for measuring how satisfied your customers are - a short set of rated questions covering service, administration and other aspects of what you provide, with follow-up space where a score is low and room for suggestions and further comments. It gives you a simple, repeatable way to gather feedback.

ISO 9001 requires you to monitor customer perception and satisfaction as a measure of how well the system is performing (clause 9.1.2). This questionnaire gives you a practical tool to collect that feedback and a basis for acting on it.

Built for ISO 9001 Customer Satisfaction

The questionnaire captures what you need to measure and act on satisfaction, supporting clause 9.1.2:

• Rated questions on service, administration and other aspects of your offer
• A simple scoring scale from not great to excellent
• Follow-up space to explain any low score
• Room for suggestions, repeat-business intention and further comments

What's Included in this Customer Questionnaire

The form is set out so a customer can complete it quickly:

• Header - completed by, date, customer details and the products or services provided
• Rating questions - a set of aspects scored on a 1 to 5 scale
• Follow-up - space to explain scores of 2 or less
• Comments - whether they would use you again, suggestions and any additional products or services wanted

Who Needs a Customer Questionnaire?

Any organisation that wants to understand and improve customer satisfaction needs a way to gather feedback. It suits any business serving customers or clients, and supports the customer satisfaction monitoring required by ISO 9001.

Included in the ISO 9001 Toolkit

This form is part of the ISO 9001 Toolkit - the forms, registers, procedures and guidance for running a management system in one download - and is included in every alphaZ ISO toolkit that covers quality management.