Document Control
| Field | Value |
|---|---|
| Document Title | Customer Experience Survey |
| Document Owner | Human Resources |
| Version | 1.0 |
| Effective Date | {{effective_date}} |
| Review Cycle | Annual |
| Classification | Internal Use |
Purpose & Scope
Measure customer experience across the full journey and identify priority moments-of-truth for improvement.
Respondent Profile
| Field | Value |
|---|---|
| Segment | {{segment}} |
| Tenure | |
| Primary Use Case |
Scoring Rubric (1 = Needs Improvement · 5 = Outstanding)
| Criterion | Rating | Evidence / Comments |
|---|---|---|
| Discovery & Awareness | 1 2 3 4 5 | |
| Purchase Experience | 1 2 3 4 5 | |
| Onboarding | 1 2 3 4 5 | |
| Day-to-Day Usage | 1 2 3 4 5 | |
| Support Interactions | 1 2 3 4 5 | |
| Billing & Renewal | 1 2 3 4 5 | |
| Overall Experience | 1 2 3 4 5 |
Open Feedback
- What is the single most important thing we could improve?
- What should we never change?
- How does our experience compare to alternatives you have used?
Likelihood Metrics
| Metric | Score |
|---|---|
| NPS (0–10) | |
| Renewal Likelihood (0–10) | |
| Expansion Interest (0–10) |
Review Workflow
| Stage | Owner | SLA |
|---|---|---|
| Submission | Employee | Day 0 |
| Manager Review | Line Manager | 2 business days |
| HR Review | HR Business Partner | 3 business days |
| Final Decision | Department Head | 5 business days |
| Communication | HR | Within 1 business day of decision |
Notes
Use this space to capture additional context, attachments referenced, or any deviations from standard process. All notes form part of the official record.
Confidentiality & Data Protection
All personal data captured under this document is processed in accordance with {{company_name}}'s Data Protection & Privacy Policy and applicable data-protection legislation (including GDPR/UK GDPR where relevant). Records are retained for {{retention_period}} and accessed only on a need-to-know basis.
Signatures
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