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Questionnaire template

Customer Issue Resolution Feedback

Measures how easily customers reached support, how well their issue was fixed and how they rate the agent who helped.

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Customer · Customer service. All Customer templates

Questions in this template

Reaching Our Support Team

  1. We recently helped you with an issue. This quick survey asks how that went, so we can keep improving our support.

  2. Was it easy to get in touch with our customer service team?

    Choose one:

    • Yes
    • No

  3. What made it hard to reach us?

    Condition: Shown when reaching support was not easy

    Open answer

How Well the Issue Was Solved

  1. How well did the solution we gave you fix your issue?

    Choose one:

    • Not at all effective
    • Slightly effective
    • Moderately effective
    • Very effective
    • Extremely effective

The Person Who Helped You

  1. How would you rate the support agent on each of the following?

    • Friendliness
    • Understanding of your issue
    • Patience
    • Ability to explain things
    • Ability to find a solution

    For each row: choose one:

    • Poor
    • Fair
    • Good
    • Excellent
    • Outstanding

What We Could Improve

  1. What could we have done differently to give you a better experience?

    Open answer

  2. Which areas do you think we should work on? Select all that apply.

    Choose any that apply:

    • Speed
    • Communication
    • Problem solving
    • Knowledge of our products
    • Other
    • Nothing needs improving

  3. What other area should we work on?

    Condition: Shown when 'Other' was selected

    Open answer

Final Words

  1. Based on the support you received, would you recommend us to others?

    Choose one from a list:

    • Yes
    • Maybe
    • No

  2. Is there anything else you would like to add?

    Open answer