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Questionnaire template

Customer Service Improvement Poll

Customers rate their latest service contact, suggest improvements and compare service with earlier contacts.

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Questions in this template

Your Latest Contact

  1. Thanks for helping us improve our customer service. We will start with your most recent contact with our team.

  2. When did you last contact our customer service team?

    Choose one:

    • Today
    • This week
    • This month
    • More than a month ago

Quality of Service

  1. Thinking about that contact, how would you rate each of the following?

    • How quickly we responded
    • How well we understood your issue
    • Whether your issue was resolved
    • How helpful the representative was
    • Your satisfaction overall

    For each row: choose one:

    • 1 - Very poor
    • 2 - Poor
    • 3 - Average
    • 4 - Good
    • 5 - Very good

Your Suggestions

  1. What changes to how we handle requests would serve you better?

    Open answer

  2. What qualities or behaviour would you most like to see from our representatives?

    Open answer

Service Over Time

  1. Had you contacted our customer service before this latest time?

    Choose one:

    • Yes
    • No

  2. Compared with your earlier contacts, how has our service changed on each of these?

    Condition: Only for customers with earlier contacts

    • Responsiveness
    • Clarity of communication
    • Understanding of your needs
    • Solving your problem
    • Professionalism of the representative

    For each row: choose one:

    • Better
    • About the same
    • Worse