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Questionnaire template

Customer Service Experience (Customer experience)

Assesses a recent customer support contact: team quality, first-contact resolution and improvement ideas.

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Customer · Customer experience. All Customer templates

Questions in this template

Your Contact with Our Support Team

  1. Thank you for helping us improve. These questions are about your most recent contact with our support team.

  2. Overall, how would you rate our support team?

    Choose one:

    • Excellent
    • Good
    • Fair
    • Poor
    • Very poor

  3. How much do you agree with each statement about the support team?

    • They were available quickly when I needed help.
    • They knew enough to deal with my question.
    • They treated me politely and professionally.

    For each row: choose one:

    • Strongly disagree
    • Disagree
    • Neither agree nor disagree
    • Agree
    • Strongly agree

Resolving Your Issue

  1. Was your issue sorted out the first time you contacted us?

    Choose one:

    • Yes
    • No

  2. Briefly, what was the issue that was not sorted out?

    Condition: Only when the issue was not resolved

    Open answer

  3. Which parts of the resolution were you happy with? Select all that apply.

    Condition: Only when the issue was resolved

    Choose any that apply:

    • Speed of resolution
    • Updates during the process
    • Ease of reaching support
    • None of these

  4. Any comments on how your issue was resolved?

    Condition: Only when the issue was resolved

    Open answer

Improvements

  1. What could we do to make our customer service better?

    Open answer

  2. Based on this experience, how likely are you to recommend us to a friend or colleague?

    Choose one:

    • Very unlikely
    • Unlikely
    • Neutral
    • Likely
    • Very likely