The TOEIC Reading section often includes passages and questions related to business topics such as customer satisfaction surveys. Let’s practice with some sample questions focusing on this important aspect of customer service.
Part 1: Incomplete Sentences
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The company plans to _____ a customer satisfaction survey next month.
A. conduct
B. convey
C. convince
D. converse -
The survey aims to _____ valuable feedback from our clients.
A. gather
B. scatter
C. shatter
D. matter -
It is crucial to _____ the survey questions carefully to avoid bias.
A. word
B. world
C. work
D. ward -
The response rate for online surveys tends to be _____ than for phone surveys.
A. higher
B. lower
C. faster
D. slower -
We need to _____ the survey results to identify areas for improvement.
A. analyze
B. synthesize
C. paralyze
D. catalyze -
The marketing team will _____ the survey to a random sample of customers.
A. distribute
B. contribute
C. attribute
D. substitute -
Customer feedback helps us _____ our products and services.
A. refine
B. define
C. confine
D. combine -
The survey should include both _____ and open-ended questions.
A. multiple-choice
B. multiplied
C. multiplying
D. multiplication -
It’s important to _____ respondents’ privacy when conducting surveys.
A. respect
B. inspect
C. aspect
D. suspect -
We should _____ incentives to encourage participation in the survey.
A. offer
B. suffer
C. differ
D. infer -
The _____ of the survey will help us understand customer preferences.
A. findings
B. foundings
C. fundings
D. foundings -
We need to _____ a timeline for implementing the survey project.
A. establish
B. abolish
C. publish
D. demolish -
The survey results will be _____ to all department heads next week.
A. presented
B. prevented
C. pretended
D. preempted -
Customer satisfaction is a key _____ of our company’s success.
A. indicator
B. inductor
C. incubator
D. instigator -
We should _____ the survey questions to ensure they are clear and concise.
A. revise
B. revive
C. devise
D. derive -
The survey will help us _____ areas where we can improve customer service.
A. identify
B. intensify
C. modify
D. clarify -
It’s crucial to _____ the survey data accurately to draw meaningful conclusions.
A. interpret
B. interrupt
C. intercept
D. intersect -
We need to _____ a diverse group of customers to get representative feedback.
A. target
B. trigger
C. tangle
D. taper -
The survey should _____ questions about product quality and customer support.
A. include
B. exclude
C. conclude
D. preclude -
We must _____ confidentiality when handling customer survey responses.
A. maintain
B. obtain
C. detain
D. attain
reading customer service feedback forms
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The company plans to _____ the survey results to improve its services.
A. utilize
B. sterilize
C. mobilize
D. volatilize -
It’s important to _____ the survey questions to avoid leading the respondents.
A. neutralize
B. naturalize
C. nationalize
D. normalize -
We should _____ the survey to ensure it covers all relevant aspects of customer experience.
A. comprehend
B. comprehensible
C. comprehensive
D. comprehension -
The response options in the survey should be _____ and easy to understand.
A. clear
B. unclear
C. clearing
D. clearance -
We need to _____ a follow-up plan based on the survey results.
A. develop
B. envelope
C. evolve
D. involve -
The survey should _____ customers to provide honest and constructive feedback.
A. encourage
B. discourage
C. scourge
D. courage -
We must _____ the survey data to identify trends and patterns.
A. analyze
B. paralyze
C. catalyze
D. dialyze -
The company aims to _____ customer loyalty through regular satisfaction surveys.
A. enhance
B. entrance
C. entice
D. encase -
It’s crucial to _____ the survey results with actionable insights.
A. supplement
B. supplant
C. supply
D. support -
We should _____ the survey findings to improve our customer retention strategies.
A. leverage
B. average
C. salvage
D. savage
Customer Satisfaction Survey Techniques for TOEIC Reading
Part 2: Text Completion
Text 1:
Customer satisfaction surveys are an essential tool for businesses to (31) valuable feedback from their clients. These surveys help companies (32) areas where they excel and identify opportunities for improvement. When designing a survey, it’s crucial to (33) clear and concise questions that are easy for respondents to understand. Additionally, companies should (34) a mix of multiple-choice and open-ended questions to gather both quantitative and qualitative data.
-
A. gather
B. scatter
C. shatter
D. matter -
A. recognize
B. reorganize
C. realize
D. revolutionize -
A. craft
B. draft
C. graft
D. raft -
A. include
B. exclude
C. conclude
D. preclude
Text 2:
To ensure a high response rate, businesses should (35) the survey to a diverse group of customers and offer incentives for participation. It’s also important to (36) the survey’s purpose and how the feedback will be used to improve products or services. Once the responses are collected, companies must (37) the data carefully to identify trends and patterns. The insights gained from the survey should then be (38) into actionable strategies for enhancing customer satisfaction.
-
A. distribute
B. contribute
C. attribute
D. substitute -
A. clarify
B. classify
C. certify
D. crucify -
A. analyze
B. paralyze
C. catalyze
D. dialyze -
A. translated
B. transplanted
C. transmitted
D. transported
Text 3:
One of the key aspects of conducting effective customer satisfaction surveys is to (39) the privacy and confidentiality of respondents. This helps to build trust and encourages honest feedback. Companies should also (40) the survey results with their employees, as this can help foster a customer-centric culture throughout the organization. By regularly (41) customer satisfaction surveys and acting on the feedback received, businesses can continuously (42) their products, services, and overall customer experience.
-
A. respect
B. inspect
C. aspect
D. suspect -
A. share
B. spare
C. scare
D. square -
A. conducting
B. constructing
C. constricting
D. contracting -
A. improve
B. approve
C. disprove
D. reprove
Text 4:
To maximize the effectiveness of customer satisfaction surveys, companies should (43) a comprehensive approach that covers all touchpoints of the customer journey. This includes evaluating factors such as product quality, customer service, and overall brand experience. It’s also important to (44) the survey results with other key performance indicators to gain a holistic view of customer satisfaction. By (45) customer feedback seriously and implementing necessary changes, businesses can enhance customer loyalty and ultimately (46) their bottom line.
-
A. take
B. make
C. fake
D. rake -
A. correlate
B. correlative
C. correlation
D. correlated -
A. taking
B. making
C. faking
D. raking -
A. improve
B. impress
C. impose
D. implore
reading customer service feedback forms
Answer Key
Part 1: Incomplete Sentences
- A
- A
- A
- B
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- A
- C
- A
- A
- A
- A
- A
- A
- A
Part 2: Text Completion
31. A
32. A
33. A
34. A
35. A
36. A
37. A
38. A
39. A
40. A
41. A
42. A
43. A
44. A
45. A
46. A
Analyzing Customer Satisfaction Survey Results
By practicing with these TOEIC Reading exercises focused on customer satisfaction surveys, you can improve your understanding of business English vocabulary and concepts related to customer feedback. Remember to pay attention to context clues and carefully consider each option before selecting your answer. Good luck with your TOEIC preparation!
