Customer Satisfaction Survey Form
I am a MBA student from XX, Petaling Jaya. I am doing research on The Level of Customer Satisfaction in OMMee Sdn Bhd. You have been chosen as a respondent through random selection. I would like to seek your cooperation in answering some questions about the project. Your information will not be disclosed and your views and opinion will be kept confidential.
Please circle the relevant
Age : below 20 / 21-30 / 31-40 / 41-50 / above 51
Gender : Female / Male
Race : Malay / Chinese / Indian / Others
Marital Status : Single / Married / Divorce / Widow
Outlet visit : SACC Mall / Genting
Based on your experiences as a customer at OMMee outlet, please indicate your views about the service quality offered. If you feel a feature is not at all excellent, circle the number 1. If you feel a feature is absolutely excellent, circle 5. If your feelings are less strong, circle one of the numbers in the middle. There are no right or wrong answers - all we are interested in is the number that truly reflects your feelings regarding outlet that would deliver excellent quality of service.
Tangibles . Physical facilities, equipment and appearance of personnel.
Strongly Strongly
Disagree Disagree Neutral Agree Agree
1. Parking facilities are adequate 1 2 3 4 5
2. The outlet is clean and neat 1 2 3 4 5
3. The menu is attractive 1 2 3 4 5
4. Dining area is comfortable 1 2 3 4 5
5. Dining area is thoroughly clean 1 2 3 4 5
Reliability. Ability to perform the promised service dependably and accurately.
1. Meal is served on time as promised 1 2 3 4 5
2. Food served exactly as ordered 1 2 3 4 5
3. Food is freshly served 1 2 3 4 5
4. Food utensils are clean 1 2 3 4 5
5. Food appearance is attractive 1 2 3 4 5
Responsiveness . Willingness to help customers and provide prompt service.
1. Employee shift during busy times 1 2 3 4 5
2. Employees provide prompt and 1 2 3 4 5
quick service
3. They give extra effort to satisfy you 1 2 3 4 5
4. Employees are pleasant / not rude 1 2 3 4 5
5. Supervisor is alert and helpful 1 2 3 4 5
6. Employees are attentive 1 2 3 4 5
Assurance (including competence, courtesy, credibility and security). Knowledge and courtesy of employees and their ability to inspire trust and confidence.
1. Employees can answer questions 1 2 3 4 5
completely
2. Employees are comfortable and 1 2 3 4 5
confident
3. Employees seem well trained and 1 2 3 4 5
experienced
4. Employees have excellent product 1 2 3 4 5
knowledge
Empathy (including access, communication, understanding the customer). Caring and individualized attention that the outlet provides to its customers.
1. Employees are sensitive to needs 1 2 3 4 5
and wants
2. Employees make you feel special 1 2 3 4 5
3. Employees are sympathetic 1 2 3 4 5
4. They have your best interests at heart 1 2 3 4 5
Any other comments :
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Thank you for your cooperation.
