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Questionnaire template

Customer Service Experience (Online research)

Collects customer profile, satisfaction with a recently used service, improvement areas and likelihood of returning.

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Market Research · Online research. All Market Research templates

Questions in this template

About You

  1. Thank you for giving us a few minutes. Your feedback tells us how well our services meet your needs. Personal details are kept confidential.

  2. How old are you?

    A number from 16 to 99

  3. What is your gender?

    Choose one:

    • Female
    • Male
    • Non-binary
    • Prefer not to say

The Service You Used

  1. Which of our services have you used most recently?

    Choose one:

    • Advice or consultation
    • Installation or setup
    • Repair or maintenance
    • Delivery
    • Other

  2. Which other service did you use?

    Condition: Shown when Other was selected

    Open answer

  3. How satisfied were you with each of the following?

    • How quickly the service was delivered
    • Quality of what you received
    • Help from customer support
    • Value for money

    For each row: choose one:

    • 1 - Very dissatisfied
    • 2
    • 3
    • 4
    • 5 - Very satisfied

Your Experiences

  1. Describe one occasion when our service went especially well or especially badly for you.

    Open answer

  2. Which areas should we improve? Select all that apply.

    Choose any that apply:

    • Speed of service
    • Quality
    • Customer support
    • Price
    • Nothing needs improving

Looking Ahead

  1. How likely are you to use our services again?

    Choose one:

    • Very likely
    • Somewhat likely
    • Somewhat unlikely
    • Very unlikely

  2. What is the main reason for your answer?

    Condition: Shown after the likelihood question is answered

    Open answer

  3. Do you have any other comments or suggestions for us?

    Open answer