1. Describe the service experience. What exactly did the service marketer / employee do (or not do)?
2. How satisfied were you with the service provided?
Not at all Satisfied 1 2 3 4 5 Very Satisfied
3. What factors influenced you to feel this way about the experience? Was there a FAILPOINT? If so, describe it.
4. What could the marketer / employee have done to make this a better experience?
5. How likely are you to visit this marketer / service provider again in the future?
Not at all Likely 1 2 3 4 5 Very Likely
6. If you were the owner and you were made aware of this incident, what would you do?