Services Marketing

1. Power-Washing Service

Hello Mr. Smith- This is Barnaby Bottles from Papa’s Power Washin’ Warriors. We have you scheduled to get your premises cleaned on the 21st, but before we come, there is a short survey that we would appreciate you participating in, if you have a few minutes.

10 question pre-service survey

1. What are your minimum expectations out of our service?

2. How much money do you think this service should cost?

3. Do you think our company has a reputation of delivering high quality service?

4. Are we scheduled to come at the most convenient time for you? If not, when would be?

5. Do you think the service should be done the same way each time it is performed?

6. Would you be more comfortable if our employees wore a uniform?

7. How long do you think this service should take?

8. Who was your previous service provider?

9. Why did you switch?

10. Why did you choose us to perform this service over our competitors?

Hello Mr. Smith- This is Barnaby Bottles again from Papa’s Power Washin’ Warriors. I understand you had your premises cleaned on the 21st, and we have another survey that we are conducting, to try to make our company better. Would you be willing to answer one last survey regarding the service performed on the 21st?

8 question post-service survey

1. Did you get what you thought you were paying for?

2. How would you rate your overall satisfaction with us on a scale from 1-10?

3. How likely are you going to continue using our service?

4. How likely is it that you will recommend a friend or colleague to us on a scale from 1-10?

5. How could the job have been done better?

6. At any time during the service, did you have any doubts about whether the service would be performed correctly?

7. Is there something that you did not like about how the service was performed?

8. Did our company respond to any questions or concerns that you had in a timely manner?

The questions I used were mainly based off of material covered in the segment 6, 7, 8, and 9 podcasts. In SERVQUAL surveys, there are 22 items that tell you what excellent service provider’s do and what a particular service provider