Customer Feedback Phone Survey

Customer Feedback Phone Survey Agreement and Questionnaire

Parties and Effective Date

Client Name:

Service Provider Name:

Effective Date:

Recitals (Whereas)

WHEREAS, Client desires to collect structured phone-based feedback from its customers to assess satisfaction, product performance, and service quality; and

WHEREAS, Service Provider has represented that it has the personnel, systems, and expertise to conduct telephone surveys in accordance with applicable law and the terms set forth in this Agreement; and

WHEREAS, the parties desire to set forth their respective rights and obligations with respect to the design, execution, and delivery of the Customer Feedback Phone Survey program.

Scope of Work

Phone Survey Questionnaire (Field Instrument)

Call Record ID:

Call Date:   Call Time:

Interviewer Name:

  Caller confirms respondent was informed of the survey purpose and voluntarily agreed to participate.

  Respondent consented to the recording of the call for quality assurance and analysis.

Q1. Overall satisfaction with product/service (1 = Very dissatisfied, 5 = Very satisfied):

Q2. Likelihood to recommend to others (1-5):

Q3. Ease of use or interaction rating (1-5):

Q4. Did the respondent report any specific issues?   Yes   No

Payment Terms

Total Fee for Services: $

Late Payment Fee / Interest:

Term and Termination

Term Start Date:   Term End Date:

Either party may terminate this Agreement on written notice to the other party upon days' prior written notice. Termination for material breach will be effective upon written notice if the breach remains uncured after the notice period.

Confidentiality

Each party acknowledges that, in connection with performance under this Agreement, it may receive Confidential Information of the other party. Confidential Information includes, without limitation, customer data, call recordings, survey responses, methodologies, pricing, and other non-public information. Receiving party shall: (a) use Confidential Information solely for performance of this Agreement; (b) restrict disclosure to employees and contractors with a need to know and under a written obligation of confidentiality; and (c) not disclose Confidential Information to third parties except as required by law. Confidential Information does not include information that is or becomes generally available to the public other than by breach of this Agreement.

Data Retention Period (after which call data will be destroyed or returned):

Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the State of without regard to conflict of laws principles. Exclusive venue for any dispute arising under this Agreement shall be the state or federal courts located in that State, and both parties hereby consent to the jurisdiction of such courts.

Entire Agreement

This Agreement, including the Scope of Work and any attachments or exhibits agreed in writing, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, understandings, negotiations and discussions, whether oral or written. Any amendment or modification to this Agreement must be in writing and signed by authorized representatives of both parties.

Compliance and Certification

Service Provider certifies that all phone calls will be conducted in compliance with applicable telemarketing, privacy and consumer-protection laws and that, where required, appropriate consent to call and record will be obtained prior to engaging in substantive questioning. Service Provider will maintain commercially reasonable security measures to protect stored recordings and survey data.

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