Customer Satisfaction Survey Advice

Forum,

I want to create an actionable survey instrument and need some SME input by those that have been there and done it.  I would like to use a importance-satisfaction approach if possible, and would like to determine a scaling approach that will allow a meaningful analysis after the fact (I am assuming regression, but open for suggestions). 

Any thoughts and references (online would be preferred) would be great. 

As always, thanks for your time.