Customer Service Complaint Feedback

When did you last contact our customer service team?

Choose one:

• Within the past week
• 1 to 4 weeks ago
• 1 to 3 months ago
• More than 3 months ago

How did you get in touch with us?

Choose one:

• Phone
• Email
• Live chat
• Social media
• In person
• Other

Which other way did you use to contact us?

Condition: Shown when Other is selected

Open answer

On a scale from 1 (not at all satisfied) to 10 (completely satisfied), how satisfied were you with each of the following?

• How quickly we responded
• The professionalism of our staff
• How well we understood your problem
• How helpful we were
• Whether your problem was solved

For each row: choose one:

• 1 - Not at all satisfied
• 2
• 3
• 4
• 5
• 6
• 7
• 8
• 9
• 10 - Completely satisfied

Which of these problems, if any, did you experience? Select all that apply.

Choose any that apply:

• Waiting too long
• Staff behaved unprofessionally
• Staff did not know enough to help
• My problem was not solved
• We misunderstood each other
• No particular problems

Please describe what happened.

Condition: Shown when at least one problem is selected

Open answer

What should our customer service team change or do better?

Open answer

Is there a topic you think our service staff need more training on?

Open answer

How long have you been a customer of ours?

Choose one:

• Less than 3 months
• 3 to under 6 months
• 6 to under 12 months
• 1 to under 2 years
• 2 years or more

Would you recommend our products or services to people you know?

Choose one:

• Yes
• No