client satisfaction survey - enterprise feedback

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 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


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


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


Prepares reports that address your business objectives

On-time delivery of solution



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


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


Communicates proactively about issues that affect your solution


Designs reports that address your business objectives

Quality of work completed

On-time completion of custom solution

Frequency of communication with the Custom Developers



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


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?


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.

client satisfaction survey - enterprise feedback

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