I think you get it right in terms of what to ask your customers/clients. I also think that those with email subscriber lists should take the time to do the same thing.

I like the simplicity of using a Net Promoter Score (NPS) approach in terms of framing a customer satisfaction questionnaire. But I generally add in a couple more survey questions that help to get feedback in customers’ own words about how to improve.

For an in-depth telephone interview, your approach looks like a great way to start the conversation – though I’d still like to get a measure of their willingness to recommend the product or service to a friend or colleague.

Andy Perkins
The Customer Satisfaction Questionnaire Blog