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Questionnaire template

Customer Service Evaluation

Evaluates customers' recent experience with customer service: contact channel, service quality, satisfaction and loyalty.

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Questions in this template

Your Contact with Us

  1. Please take a few minutes to tell us about your recent dealings with our customer service team. Your answers help us serve you better.

  2. In the past three months, how many times have you contacted our customer service team?

    Choose one:

    • Once
    • 2-3 times
    • 4-5 times
    • More than 5 times

  3. How did you mostly get in touch with us?

    Choose one:

    • Email
    • Phone
    • Live chat
    • Social media

Quality of Service

  1. How would you rate each aspect of the service you received?

    • How quickly we responded
    • The solution we offered
    • The courtesy of the person who helped you

    For each row: choose one:

    • Poor
    • Fair
    • Good
    • Very good
    • Excellent

  2. Overall, how satisfied are you with our customer service?

    Choose one:

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

  3. What, if anything, stood out positively? Select all that apply.

    Choose any that apply:

    • Fast response
    • Knowledgeable staff
    • My problem was solved
    • Nothing in particular

Improvements

  1. How could we improve our customer service?

    Open answer

  2. Would you contact our customer service team again if you needed help?

    Choose one:

    • Yes
    • No
    • Maybe

  3. Why do you say that?

    Condition: Shown once the previous question is answered

    Open answer

About You

  1. What is your gender?

    Choose one:

    • Female
    • Male
    • Another gender
    • Prefer not to say

  2. For how many years have you been our customer? Enter 0 if less than a year.

    A number from 0 to 50