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Questionnaire template

Contact Centre Service Feedback

Measures callers' experience of wait time, agent communication and issue resolution after a recent call to the contact centre.

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Customer · Customer service. All Customer templates

Questions in this template

Reaching Us by Phone

  1. Thank you for taking a few minutes to tell us about your recent call. Your answers help us improve how our phone team serves you.

  2. What was the main reason for your call?

    Choose one:

    • A problem with a product or service
    • A request for information
    • Making or changing a booking or appointment
    • A billing question

  3. How long did you wait before speaking to a person?

    Choose one:

    • No wait
    • Up to 5 minutes
    • Longer than 5 minutes
    • Nobody picked up

  4. Did the automated phone menu get you where you needed to go?

    Choose one:

    • Yes
    • No

Talking with Our Agent

Condition: Skipped when nobody answered the call

  1. How satisfied were you with each of these aspects of the conversation?

    • How well the agent grasped your problem
    • The agent's courtesy
    • How clearly the agent explained things

    For each row: choose one:

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

  2. Was there any point in the call where you and the agent misunderstood each other?

    Choose one:

    • Yes
    • No

  3. What happened at that point in the call?

    Condition: Shown when a misunderstanding was reported

    Open answer

Resolving Your Issue

Condition: Skipped when nobody answered the call

  1. How did the call end? Select all that apply.

    Choose any that apply:

    • My issue was fixed during the call
    • My issue was handed to a specialist
    • I was told someone would call me back
    • My issue is still unresolved

  2. Is there anything you would like to add about how the call ended?

    Condition: Shown when at least one outcome was selected

    Open answer

  3. In your view, what is stopping your issue from being fixed?

    Condition: Shown when the issue was not fixed during the call

    Open answer

Overall Impression

  1. Overall, how would you rate this call?

    Choose one from a list:

    • Excellent
    • Good
    • Average
    • Poor
    • Very poor

  2. How likely are you to recommend our customer service to a friend or colleague?

    A number from 0 to 10