| CUSTOMER SATISFACTION SURVEY QUESTION LIST |
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| REQUIRED CATEGORIES & QUESTIONS |
| Content |
| Please rate the Accuracy of information on this site |
| Please rate the Quality of information on this site |
| Please rate the Freshness of content on this site |
| Actionability/Functionality |
| Please rate the Usefulness of the services provided on this site |
| Please rate the Convenience of the services on this site |
| Please rate the Ability to accomplish what you wanted to on this site |
| Look and Feel |
| Please rate the Ease of reading this site |
| Please rate the Clarity of site organization |
| Please rate the Clean layout of this site |
| Navigation |
| Please rate the Number of steps to get where you want on this site |
| Please rate the Ability to find information you want on this site |
| Please rate the Clarity of site map/directory |
| Please rate the Ease of navigation on this site |
| Site Performance |
| Please rate the Speed of loading the page on this site |
| Please rate the Consistency of speed on this site |
| Please rate the Reliability of site performance on this site |
| Satisfaction |
| What is your overall satisfaction with this site? |
| How well does this site meet your expectations? |
| How does this site compare to your idea of an ideal website? |
| Likelihood to Return |
| How likely are you to return to this site? |
| Recommend |
| How likely are you to recommend this site to someone else? |
| Frequency of Visits |
| How frequently do you visit this site? |
| Answer choices: This is my first time, More than once a day, Daily, About once a week, About once a month, Once every six months or less often |
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| OPTIONAL CATEGORIES & QUESTIONS (alphabetical) |
| Account Setup |
| Please rate the Amount of information required to set up an account on this site |
| Please rate the Number of steps required to set up an account on this site |
| Please rate the Verification of account set-up on this site |
| Please rate the Ease of choosing/modifying your password on this site |
| Auction Sites - System |
| Ease of putting an item up for bid |
| Variety of payment options |
| Ease of purchase |
| Auction trustworthiness |
| Return policy |
| Auction Sites - Content |
| Entertainment value |
| Variety of items |
| Organization of items |
| Product descriptions |
| Product visuals |
| Tasks/Transactions |
| Please rate the Ease of completing task(s) on this site. |
| Please rate the Security of transactions on this site. |
| Please rate the Verification of task completion on this site. |
| Please rate the Availability of help with questions or problems on this site. |
| Privacy |
| Please rate the Ability to limit sharing of your personal information on this site |
| Please rate the Amount of personal information you are asked to submit on this site |
| Please rate the Site's commitment to protecting your personal information |
| Search Engines |
| Please rate the Usefulness of search results on this site |
| Please rate how this site Provides comprehensive search results |
| Please rate the Organization of search results on this site |
| Please rate how the Search feature helps you to narrow the results to find the information you want. |
| Shopping - Fulfillment |
| Please rate the Time it took for order to arrive |
| Please rate the Condition of order when received |
| Please rate the Email updates of order status |
| Please rate the Degree to which product met your expectations |
| Shopping - Products |
| Please rate the Product search capabilities on this site |
| Please rate the Product selection on this site |
| Please rate the Ability to browse on this site |
| Please rate the Price on this site |
| Please rate the Product descriptions on this site |
| Please rate the Product images on this site |
| Please rate the Immediate availability of items on this site |
| Shopping - Purchasing |
| Please rate the Ease of ordering on this site |
| Please rate the Amount of information needed for billing/delivery on this site |
| Please rate the Variety of shipping options on this site |
| Please rate the Shipping costs on this site |
| Please rate the Variety of payment options on this site |
| Please rate the Adequacy of confirmation information on this site |
| Please rate the Security of transactions on this site |
| Shopping - Returns |
| Please rate the Availability of information about the return process on this site |
| Please rate the Ease of return process |
| Please rate the Assistance provided by customer service staff on this site |
| Please rate the Ability to return to an offline store |