Service Encounter Template
Service Encounter Journal Entry
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the firm/employee say or do?
How would you rate your level of satisfaction with this encounter?
Extremely dissatisfied Extremely satisfied
1 2 3 4 5 6 7
What exactly made you feel this way?
What could the employee/firm have done to make you happier with the encounter?
How likely is it that you will go back to this service firm?
Extremely unlikely Extremely likely
1 2 3 4 5 6 7
Service Encounter Journal Entry
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the firm/employee say or do?
How would you rate your level of satisfaction with this encounter?
Extremely dissatisfied Extremely satisfied
1 2 3 4 5 6 7
What exactly made you feel this way?
What could the employee/firm have done to make you happier with the encounter?
How likely is it that you will go back to this service firm?
Extremely unlikely Extremely likely
1 2 3 4 5 6 7
Service Encounter Journal Entry
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the firm/employee say or do?
How would you rate your level of satisfaction with this encounter?
Extremely dissatisfied Extremely satisfied
1 2 3 4 5 6 7
What exactly made you feel this way?
What could the employee/firm have done to make you happier with the encounter?
How likely is it that you will go back to this service firm?
Extremely unlikely Extremely likely
1 2 3 4 5 6 7
Service Encounter Journal Entry
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the firm/employee say or do?
How would you rate your level of satisfaction with this encounter?
Extremely dissatisfied Extremely satisfied
1 2 3 4 5 6 7
What exactly made you feel this way?
What could the employee/firm have done to make you happier with the encounter?
How likely is it that you will go back to this service firm?
Extremely unlikely Extremely likely
1 2 3 4 5 6 7
Service Encounter Journal Entry
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the firm/employee say or do?
How would you rate your level of satisfaction with this encounter?
Extremely dissatisfied Extremely satisfied
1 2 3 4 5 6 7
What exactly made you feel this way?
What could the employee/firm have done to make you happier with the encounter?
How likely is it that you will go back to this service firm?
Extremely unlikely Extremely likely
1 2 3 4 5 6 7
Service Encounter Journal Entry
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the firm/employee say or do?
How would you rate your level of satisfaction with this encounter?
Extremely dissatisfied Extremely satisfied
1 2 3 4 5 6 7
What exactly made you feel this way?
What could the employee/firm have done to make you happier with the encounter?
How likely is it that you will go back to this service firm?
Extremely unlikely Extremely likely
1 2 3 4 5 6 7
Service Encounter Journal Entry
Name of Firm Date of Encounter
Service Industry Time of Encounter
What specific circumstances led to this encounter?
Exactly what did the