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Questionnaire template

Complaint Handling Feedback

Measures how customers rate the speed, communication and outcome of a recent complaint and whether they will stay.

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Questions in this template

Our First Response

  1. You recently raised a complaint with us. We would value a few minutes of your time to learn how well we dealt with it.

  2. After you made your complaint, how long did it take us to confirm we had received it?

    Choose one:

    • Immediately
    • Within 24 hours
    • 2 to 3 days
    • More than 3 days

  3. How satisfied were you with each of the following?

    • Our first reply to your complaint
    • Being able to follow the progress of your complaint
    • How professionally the first person you dealt with behaved

    For each row: choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neutral
    • Satisfied
    • Very satisfied

Handling and Outcome

  1. How did we keep you informed while we worked on your complaint? Select all that apply.

    Choose any that apply:

    • Phone
    • Email
    • In person
    • Chat

  2. Has your complaint been resolved?

    Choose one:

    • Yes
    • Partly
    • No

  3. What still needs to be put right?

    Condition: Shown when the complaint is not fully resolved

    Open answer

  4. How would you rate our complaint team on each of these points?

    • How well they communicated with you
    • How well the solution worked
    • How quickly the matter was settled

    For each row: choose one:

    • Very poor
    • Poor
    • Average
    • Good
    • Excellent

Doing Better

  1. What could we have done to handle your complaint better?

    Open answer

  2. After this experience, would you...

    • ...use our services again?
    • ...recommend us to a friend?

    For each row: choose one:

    • Yes
    • Not sure
    • No