Customer Satisfaction Process Audit Form
Evaluate and audit key aspects of your organization's customer satisfaction processes.
Auditor Name
*
First Name
Last Name
Department/Branch Audited
*
Date of Audit
*
 -
Month
 -
Day
Year
2 digit month, 2 digit day, 4 digit year
Date
Location (if applicable)
Overall Customer Satisfaction Process Rating
*
1
2
3
4
5
Please rate the following aspects of the customer satisfaction process:
*
Rows
Excellent
Good
Average
Poor
Responsiveness to customer inquiries
1
2
3
4
Complaint resolution efficiency
5
6
7
8
Professionalism of staff
9
10
11
12
Clarity of communication
13
14
15
16
Follow-up on customer issues
17
18
19
20
How well are customer complaints documented and tracked?
*
Very well documented and tracked
Adequately documented
Documentation needs improvement
Not documented or tracked
How frequently are customer feedback and satisfaction data reviewed?
*
Regularly (monthly or more)
Occasionally (quarterly)
Rarely (annually or less)
Never
Is there a formal process for following up with dissatisfied customers?
*
Yes, always
Sometimes
No formal process
How would you rate the effectiveness of customer satisfaction training for staff?
*
Not Effective
1
2
3
4
Highly Effective
5
1 is Not Effective, 5 is Highly Effective
What improvements would you suggest for the customer satisfaction process?
Additional Comments or Observations
Submit Audit
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