5 sample customer satisfaction survey reports

# Report # Introduction With the continuous improvement of personal quality, more and more people will use reports, and reports have different types according to different uses. The following is a sample of customer satisfaction survey report, welcome to read!

1. Model essay on customer satisfaction survey report

Quality is very important to the construction industry, just like a big house needs a stable and solid foundation to withstand the wind and rain. Through the importance of building quality, we can understand the importance of customer satisfaction. The concept of customer satisfaction:

Customer satisfaction refers to the comparison between the expectation of the owner or the construction unit for the project quality before the project construction and the actual feeling of the project quality after the project construction is completed and put into use.

With the gradual improvement of the trading market of construction products, the satisfaction of owners has become a key factor affecting the rapid development of construction enterprises, and the dissatisfaction of owners with construction enterprises will seriously affect the image and follow-up work of construction enterprises. Therefore, it is very important to analyze the influencing factors of owner satisfaction in construction enterprises. The influencing factors of customer satisfaction can be analyzed from three aspects: information collection methods, information source channels and measurement methods.

Customer satisfaction information is mainly collected through questionnaires or interviews. The collection of customer satisfaction information should be coordinated with the daily operation of the company to ensure timely and accurate information collection and provide basis for decision-making.

Collection channels are mainly carried out in the following aspects:

A, the project department can obtain customer information in the construction unit, supervision unit and design unit's various regular meetings with the company, daily work contact and correspondence with company documents.

B, the project department can obtain quality satisfaction information from the quality inspection, evaluation, acceptance and project completion acceptance of the construction unit (inspection lot, sub-project) project, sub-project and unit project during construction, and can also obtain quality satisfaction information from the construction unit, supervision unit, design unit and government quality supervision stations of various industries.

The measurement and evaluation of customer satisfaction need to consider the main factors that affect customer satisfaction, and determine the important index of each factor and the level of customer satisfaction. The evaluation of customer satisfaction generally needs to be quantified and measurable according to the standard requirements, and the weighted average statistical probability is more in line with the reality of construction enterprises.

How to improve the satisfaction of customers in the construction industry?

1, in the process of engineering construction, the project department can actively understand the requirements of the owners or users through various channels and respond in time.

2. Strictly control the procurement and use of engineering materials.

① Promote scientific and technological progress and improve the quality control level.

(2) establish quality consciousness, improve the quality of construction team and work quality.

(3) Strengthen project quality supervision.

④ Strengthen the control of project completion acceptance.

⑤ Make a quality return visit plan.

The construction industry is a pillar basic industry related to the national economy and people's livelihood, which promotes the development of the national economy. In modern society, although the market competition is cruel, the construction industry can quickly grasp the customer's demand information, grasp the customer's demand trend, provide corresponding products and services in time, meet the customer's needs and achieve customer satisfaction, so as to gain competitive advantage and develop better.

2. Model essay on customer satisfaction survey report

With the deepening of campus express service, college students are becoming the main consumer groups of express service. Due to the diversity and particularity of college students' use of express delivery, express delivery companies have adopted more flexible service methods. With express delivery becoming a part of campus life, students have new expectations for express delivery service. Their satisfaction directly affects the image and reputation of express delivery companies among campus users. Therefore, it is necessary to study the satisfaction of campus express users and make suggestions for the express service industry. First of all, the survey found that

The number of valid questionnaires and survey results show that the campus users who use express delivery are mainly girls, and the frequency of use between boys and girls is very different; The main reason for using express delivery is online shopping, which is inseparable from the rapid expansion of express delivery and the rapid development of e-commerce, especially online shopping.

The survey results show that the express delivery companies that customers are generally satisfied with have the advantages of fast delivery speed, good service attitude of staff, low price and safe delivery. From all express delivery companies, employees' delivery speed and service attitude are better, and their overall satisfaction with commodity packaging is lower. The fixed delivery place, the distance from the school and the service attitude of the staff directly affect the customer's mood and customer's future choice.

A survey on the main factors that campus users consider when choosing express delivery service shows that express delivery speed is the most concerned factor, and 6.6 1% of the respondents choose this option, followed by safe delivery, price and service attitude of senders and receivers. Packaging is the least worrying factor for users when choosing express delivery service. Cross-analysis of influencing selection and gender factors shows that girls are more concerned about whether to deliver goods to their homes than boys, and have higher requirements for delivery speed than boys.

Only 23% of the respondents choose to complain to the courier company, 1 1% of the respondents choose to talk to employees but not complain, and nearly 40% of the respondents choose not to complain but not to use the company's services. Only a few users who complained to the courier company have been satisfactorily resolved. Most of the complainants are dissatisfied with the solution of the courier company, and nearly 30% of the complainants have not received any solution from the courier company. It can be seen that the reason why campus users seldom take active measures to protect their rights may be the inefficiency and passivity of express delivery companies in handling complaints. They also find that campus express delivery users lack effective and reasonable channels to protect their rights.

Two. conclusion and suggestion

With the rapid development of e-commerce, especially online shopping, the express delivery industry has also expanded rapidly. It's not surprising that there is a "express fever" on campus. Through this survey, we have a basic understanding of the use of campus express and user satisfaction, from which we can draw some basic conclusions.

Users of different genders and ages have differences in the frequency and preference of using express delivery. For example, girls often buy online and often use express delivery, which requires higher security for express delivery. Courier is widely used in university campus, and online shopping is the main purpose of campus users to use courier at present.

College students are generally satisfied with the service of campus express delivery, and some express delivery companies have been affirmed by campus users in three factors: express delivery price, attitude of sending and receiving personnel and safe delivery. Nevertheless, users think that the most dissatisfied factors are precisely these three; At the same time, when users evaluate the service of courier companies, these three factors account for a high proportion. Comprehensive analysis shows that these three improvements should be regarded as the key points for express delivery enterprises to effectively optimize service quality and improve customer satisfaction.

When they are dissatisfied with the express delivery service, campus users seldom take active measures to safeguard their rights. The main reason for this phenomenon may be that express delivery companies are not active and inefficient in handling user complaints.

3. Model essay on customer satisfaction survey report

First of all, the purpose of the survey is to reflect the customer's satisfaction with the laundry by analyzing our students' satisfaction with Aishang Laundry.

Second, the survey method

Questionnaire survey was conducted on students in our school by sampling survey, and the data were analyzed and sorted out.

Iii. Organization and arrangement of the investigation

The organization of the survey is Aishang Laundry of Shihezi University Business School.

Investigation arrangement: first, discuss with the group to determine the store enterprises to be investigated, and then communicate with the store to determine what problems the store needs to know about its customers, and record the problems; Re-design, distribute and recycle the questionnaire; After that, the data are statistically analyzed; Finally, write a survey report and communicate with the store.

Fourth, the design of the questionnaire

Attached is the Word Aishang Laundry Questionnaire.

An analysis of the survey results of verbs (abbreviation of verb)

Question 1: How many times do you wash your clothes a month?

Question 2: Under what circumstances would you choose to wash clothes in our store?

Question 3: Do you think laundry is convenient?

Question 4: Do you think the laundry price is appropriate?

Question 5: Does the laundry speed satisfy you?

Question 6: Are you satisfied with the cleanliness of the laundry room?

Question 7: Do you think the laundry environment is satisfactory to you?

Question 8: Did the laundry service staff satisfy you?

Question 9: Are you willing to accept the prepaid card with a face value of?

Question 10: How do you spend your time while waiting for laundry in our store?

Question 1 1: Our store also provides some other services, which one do you want most?

Question 12: Do you have any suggestions for laundry?

1, there are tables and chairs in the laundry room, which is convenient for customers to sit;

2, the laundry speed is fast, and others do not take away the laundry;

3. Be able to make an appointment by phone;

4, add a few more washing machines, there are too few machines, and there are many people waiting in line on weekends;

5. Add other items, such as entertainment or providing WIFI；;

6. Business hours should be as long as possible;

7. Provide washing powder;

8. Buying a card cannot be recharged (this has been solved).

Summary:

Generally, the frequency of students going to laundry in our college is 2~3 times/month; I go a lot in winter. On the one hand, it's cold and I don't want to wash it. On the other hand, I can't wash it clean, and my clothes are too heavy. As for whether it is convenient to wash clothes at school, most students think it is convenient, while a few students think it is inconvenient. Among them, most girls think it's best to send it to the door. The price of laundry is usually considered reasonable and acceptable. I am satisfied with the speed, cleanliness, environment and service attitude of laundry. It is generally believed that the denomination of the laundry card is 25 yuan. During the laundry, most people choose to wait in the dormitory, but there are more choices for the additional services that the laundry should open, such as ironing, clothes maintenance and home delivery. Among them, girls are more willing to give people away, while boys are more willing to provide clothes maintenance.

Advices of intransitive verbs to enterprises

1, laundry quality and service attitude should be improved. A good attitude can leave a good impression and attract more people.

Laundry should really add a little extra business to attract and stabilize customers, not just washing clothes!

4. Model essay on customer satisfaction survey report

Bank is a typical service industry, and customer satisfaction and trust are the starting point and the end result of our goal of enterprise survival and sustainable development. At the same time, customer satisfaction has become a vital service content. With the deepening of the transformation and reform of retail outlets of Agricultural Bank of China, the service concept and purpose of "customer-centered" have been deepened. First, research methods.

The author made a surprise visit to XXXX Bank. Handle business as a customer, and inspect the civilized and high-quality service, service efficiency and convenience service of the bank. The survey results have certain realistic basis and can truly reflect the service quality of this outlet.

Second, the survey results

(1) Questionnaire and survey results

Overall satisfaction of banks

According to the above data analysis, our customer satisfaction is at a medium level. Although customers have received relatively standardized service, the sense of pleasure in the service process still needs to be strengthened. For example:

1. The distance between filling the form and the rest waiting area and the high cabinet area is far away, and some customers are slow in filling the form, which is easy to exceed the number. This makes some customers feel that it is not very convenient and fast to handle business.

2. Queuing happens from time to time. Due to the inefficiency of employees during lunch and shift change, there is often a phenomenon of waiting in line; Another reason is that special business procedures are complicated and take too long. For example, special businesses such as large cash deposit and withdrawal, loss reporting, account opening, fund purchase and e-banking signing need a long time, which is easy to cause queues.

3. Supply of self-service equipment is less than demand. Some customers complain about the lack of self-service banking equipment, such as automatic recharge and online printing. Self-service equipment cannot handle intermediate services such as electricity, telephone and traffic fines; ATM machines are often short of money and paper, and sometimes there are system failures such as card and banknote swallowing.

The business provided by our bank is not very rich. For example, our bank has not yet realized the collection and payment of intermediate services such as water fee, mobile phone fee and gas fee.

5. The channels of complaints and suggestions are not smooth; The remedy is not appropriate.

Therefore, civilized and standardized service is the most basic responsibility of the banking industry and the key to building high-quality brands and improving the core competitiveness of banks. As a modern service industry, the competition of banking industry is service competition in the final analysis. In order to gain a firm foothold in the increasingly fierce international competition, gain and maintain advantages, we must take quality service as the eternal theme, take customers as the center, implement the strategy of winning service, embed the requirements and standards of civilized and standardized service into all aspects of operation and management, and integrate them into all business fields of banks, constantly improve the service environment, improve service facilities, improve service means, innovate service varieties, standardize service behavior and improve service efficiency.

5. Model essay on customer satisfaction survey report

Hospital patient satisfaction evaluation is an indispensable link in hospital management and an effective means to evaluate medical quality. Through continuous exploration and improvement, our hospital has established a relatively complete patient satisfaction survey system and adopted different survey methods for different types of patients. The first is to issue questionnaires. The medical department and nursing department of our hospital distribute patient satisfaction questionnaire and nursing satisfaction questionnaire to the department irregularly every month. The second is telephone survey. Ask patients for advice in the form of telephone random return visit. Through the patient satisfaction survey, the Medical Department summarized the following questions raised by patients:

1, when nursing staff gave patients admission education, the explanation was not detailed.

2, individual patients don't know the competent doctor and nurse.

3, nurses can't often patrol during infusion.

4. The patient is not satisfied with the operation of nursing technology.

5. Outpatients report that the charge room is very slow.

6. The outpatient doctor's explanation of the method of taking Mongolian medicine is not clear enough.

7. Inpatients don't know the daily list, so they can't get a detailed explanation when asking.

Patient comments and suggestions:

1, I hope nurses can often go to the ward to communicate with patients.

2. I hope the service will be more enthusiastic.

3. It can speed up charging.

Rectification measures:

1. Strengthen admission education and organize nurses to learn relevant knowledge.

2. When the head nurse visited the ward, she introduced herself and let the patients know about herself.

3. Poor mastery of nursing technology and theoretical knowledge by new nurses and junior nurses is an important reason for patients' dissatisfaction.

4. The education level of patients in the ward is uneven, and nurses have not mastered the way of health education and the use of language.

5. The staff in the charge room should strengthen professional training in order to serve patients quickly and accurately during the peak period.

6. Please explain when issuing the hospitalization form. Please inform the patient in advance if the expenses in the account are not enough.

The follow-up rate of patients in our hospital reached100% in 20xx; The satisfaction of patients in our hospital has always maintained a high level among peers, with a satisfaction rate of 98%. Over the past year, medical staff refused to accept more than 3,000 yuan of red envelopes and received five thank-you letters with the banner *** 18.

The management and improvement of patient satisfaction survey has played a positive role in understanding hospital service status, evaluating service level, finding service deficiencies, guiding service improvement, promoting continuous improvement of service quality and enhancing customer loyalty. The service concept of "patient-centered" of hospital staff has been strengthened, and civilized service and active service have become a common practice. I hope the hospital staff will make persistent efforts to continuously improve the quality of medical services in our hospital.