Survey Questionnaire

Dear Respondents,
Please help us by taking a few minutes to tell us about the service that you have
received so far from Starbucks. Any information you will give will be treated with utmost
confidentiality. We appreciate your time and effort in answering this questionnaire.
Name (optional):___________________________________________________________

Age: ______

Gender: Male

Female

Occupation:
______________________________________________________________
Educational Attainment: _____________________________________________________
Civil Status: ____________

Instructions: Please put a check mark on the appropriate box for your answer.
1. How would you assess the quality of customer service of Starbucks in terms of:
Very
Very Satisfied

Satisfied

Dissatisfied
Dissatisfied

1.1. Flexibility of employees

1.2. Loyalty
1.3. Product knowledge
2. What problems have you encountered in the customer service of Starbucks in terms
of:
Agree
2.1.

Lack

of

Disagree

communication

skills
2.2. Long waiting time
2.3. In Accuracy of information
3. Please rate Starbucks customer service representative on the following attributes:

Very
Very Satisfied

Satisfied

Dissatisfied
Dissatisfied

3.1. Efficiency
3.2. Courtesy
3.3. Attentiveness
3.4. Clear communication
skills
3.5. Knowledge

of

the

product
3.6. A calming presence
4. At what rate will you give the Store customer service?
Very
Very Satisfied

Satisfied

Dissatisfied
Dissatisfied

5. Do you have any suggestion for improving Starbucks product and the customer
service?
___________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
_______________________