An important element of a truly successful shopping program is composition of the Questionnaire. Each question and comment forms an evaluation of a “customer experience” and assists in defining the overall personality of a business.  Infotel stands apart from the competition with attention to detail and custom development of its unique and specialized Questionnaire. In developing the evaluation criteria, it is important to gather all information pertaining to the goals of providing quality service.  The effectiveness of the Questionnaire is a key factor to deriving the necessary feedback required for improving customer service levels. Careful consideration is given to developing this document as it serves as the “roadmap” to gaining new knowledge of how a business performs to the “outside” world. This knowledge is utilized for implementing new procedures to improve customer service standards and ultimately, to provide total quality customer satisfaction.