Customer Feedback Templates

For senior brand and marketing professionals navigating post-merger or acquisition landscapes, our suite of survey templates is an invaluable asset designed to capture intricate insights from both customers and employees.

These tools facilitate understanding brand evolution and cultural integration and have been designed to cover various aspects of feedback required during this stage of your M&A journey.

We encourage professionals to use these editable and customisable formats to gather actionable feedback, crucial for informed decision-making and building positive brand relationships. Use these templates to align your strategic planning with real-world insights, enhancing your brand's post-M&A journey.
Engaging directly through conversations and conducting in-depth customer or employee development interviews is often more insightful than relying solely on surveys. People tend to present themselves in the best light and might avoid disruptions, so if you spot even a hint of something intriguing in their response, it's worth reaching out for a deeper conversation.

Brand perception survey template

Objective
This survey aims to understand customer perceptions of your brand before and after a merger or acquisition, focusing on brand identity, values, and positioning changes.
Benefits to your brand
Conducting this survey as part of your post-M&A journey lets you directly capture how your customer base perceives the impact of a merger or acquisition. It will provide valuable insights into customer sentiment regarding the brand’s evolution, values and positioning, enabling the brand to address concerns, reinforce strengths and strategically guide the integration process to enhance customer loyalty and trust.

This feedback loop will create a foundation for informed decision-making, ensuring your brand remains aligned with customer expectations and market demands during this critical period of transformation.
Ideal respondents
* (both long-term and recent) who have interacted with the brand before and after the merger or acquisition
How to use this survey template
First segment your customer base to target those outlined in the ideal respondents above.
This survey can be distributed through various channels such as email, newsletters, social media platforms, and your brand website to ensure a broad reach.
Responses should be collected and analysed to identify key themes, concerns, and perceptions following the merger or acquisition.
This process is integral to the brand M&A lifecycle as it provides direct feedback on how the brand’s integration is perceived by its customers, guiding strategic decisions to align the brand more closely with its audience’s expectations and preferences during this transformative phase.
How design strategy plays a role
Using this survey template through the lens of design strategy involves empathising with customers to understand their experiences and needs, especially in the context of the brand’s evolution post-M&A. This empathetic approach helps ideate and implement targeted strategies to enhance customer satisfaction and brand loyalty. The survey’s insights will inform the iterative process of refining the brand identity, values, and positioning to meet customer expectations, thereby helping to establish a smoother integration and stronger brand-customer relationship in this phase.
Brand perception survey example
Google Forms

Customer experience & satisfaction survey

Objective
This survey aims to evaluate the customer experience following our recent merger or acquisition, identifying areas for improvement and ensuring continued satisfaction.
Benefits to your brand
Conducting this survey as part of your post-M&A journey offers your brand a comprehensive understanding of customer experiences and satisfaction, pinpointing strengths and highlighting areas requiring attention. It offers a direct insight into how the merger or acquisition has impacted your customer experience, helping you to adapt and align strategies accordingly.

By evaluating your customer satisfaction across touchpoints, you can proactively identify and address integration challenges, meaning a smoother transition for customers post-M&A.
Ideal respondents
How to use this survey template
To use this template, first segment your customer base to target those outlined in the ideal respondents above.
This survey can be distributed through various channels such as email, newsletters, social media platforms, and your brand website to ensure a broad reach.
Responses should be collected and analysed to identify key themes, concerns, and perceptions following the merger or acquisition.
This process is integral to the brand M&A lifecycle as it provides direct feedback on how the brand’s integration is perceived by its customers, guiding strategic decisions to align the brand more closely with its audience’s expectations and preferences during this transformative phase.
How design strategy plays a role
Using this survey template through the lens of design strategy involves empathising with customers to understand their experiences and needs, especially in the context of the brand’s evolution post-M&A. This empathetic approach helps ideate and implement targeted strategies to enhance customer satisfaction and brand loyalty. The survey’s insights will inform the iterative process of refining the brand identity, values, and positioning to meet customer expectations, thereby helping to establish a smoother integration and stronger brand-customer relationship in this phase.
Customer experience & satisfaction survey template
Google Forms
To learn more about how a solid brand strategy can enhance your customers experience, get in touch with us
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Employee integration feedback survey

Objective
This survey aims to gather insights from new and existing employees regarding their experiences and perspectives on the merger or acquisition process. It focuses on integration into the company's culture and operations.
Benefits to your brand
Running an Employee Integration Feedback Survey offers brands valuable insights into the post-M&A employee experience, enabling prompt resolution of challenges, enhancing communication and engagement, ensuring alignment with brand values, and facilitating continuous improvement.
Ideal respondents
How to use this survey template
To use this template, first segment your customer base to target those outlined in the ideal respondents above.
This survey can be distributed through various channels such as email, newsletters, social media platforms, and your brand website to ensure a broad reach.
Responses should be collected and analysed to identify key themes, concerns, and perceptions following the merger or acquisition.
This process is integral to the brand M&A lifecycle as it provides direct feedback on how the brand’s integration is perceived by its customers, guiding strategic decisions to align the brand more closely with its audience’s expectations and preferences during this transformative phase.
How design strategy plays a role
Using this survey template through the lens of design strategy involves empathising with customers to understand their experiences and needs, especially in the context of the brand’s evolution post-M&A. This empathetic approach helps ideate and implement targeted strategies to enhance customer satisfaction and brand loyalty. The survey’s insights will inform the iterative process of refining the brand identity, values, and positioning to meet customer expectations, thereby helping to establish a smoother integration and stronger brand-customer relationship in this phase.
Employee integration feedback survey template
Google Forms
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