Customer Feedback — Experience & Improvements

Adapt this questionnaire to the product or service and the decision the answers should inform. It gathers reported experiences and improvement ideas; it is not a validated measure and may not represent all customers. Avoid personal, sensitive, or confidential information.

Preview of the questions only.

1. Which product or service, period, or interaction is your experience about? Do not include names or details that identify you.
2. What were you hoping to do or achieve in this situation?
3. What happened when you used the product or service? Describe the steps that help explain your experience.
4. What, if anything, was most useful to you? You can say that nothing was particularly helpful.
5. What, if anything, made the experience harder or kept you from achieving what you wanted?
6. Is there a need or difficulty that remains unresolved? If not, say so.
7. What change would be most useful to examine first, and what experience leads you to suggest it?