Questionnaire template
Customer Service Experience Survey
Asks existing customers how they found and use a service, how they rate it, and whether they will stay and recommend it.
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Questions in this template
About Your Use of the Service
Thank you for helping us review the quality of our service. It takes only a few minutes.
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What is the main reason you use our service?
Choose one from a list:
- Ease of use
- Quality
- Price
- Customer support
- Features
-
How did you first hear about us?
Choose one:
- Advertising
- Recommendation from someone I know
- Search engine
- Social media
- Other
-
Where else did you hear about us?
Condition: Shown when Other is selected
Open answer
-
Which of our services or products do you use?
Open answer
Your Experience of the Service
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How would you rate each of the following?
- Overall quality of the service
- Reliability
- Value for money
- Customer support
For each row: choose one:
- 1 - Poor
- 2
- 3
- 4
- 5 - Excellent
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What do you like most about our service? Select all that apply.
Choose any that apply:
- Ease of use
- Choice of options
- Customer support
- Pricing
-
Anything you would like to add about what you selected? (optional)
Condition: Shown when at least one feature was selected
Open answer
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If you could change one thing about our service, what would you change and why?
Open answer
Final Thoughts
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Do you expect to keep using our service?
Choose one:
- Definitely
- Probably
- Not sure
- Probably not
- Definitely not
-
What is the main reason for your answer? (optional)
Condition: Shown once the previous question is answered
Open answer
-
How likely are you to recommend our service to a friend or colleague?
Choose one:
- 1 - Very unlikely
- 2
- 3
- 4
- 5 - Very likely