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Questionnaire template

Customer Service Satisfaction Survey

Measures customers' satisfaction with a recent support contact: agent quality, wait, resolution, effort and loyalty.

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Other · Satisfaction. All Other templates

Questions in this template

Your Contact With Us

  1. Thank you for getting in touch with our support team. Please tell us how your most recent contact went so we can keep improving.

  2. How did you contact us most recently?

    Choose one:

    • Phone
    • Email
    • Live chat
    • In person
    • Social media

  3. What was the main reason for getting in touch?

    Choose one:

    • A question about a product or service
    • An order or delivery
    • Billing or payment
    • A technical problem
    • A complaint
    • Other

  4. What did you contact us about?

    Condition: Shown when Other was selected

    Open answer

  5. Was this the first time you contacted us about this matter?

    Choose one:

    • Yes, the first time
    • No, I had been in touch before

  6. How many times had you contacted us about it before?

    Condition: Shown for repeat contacts

    A number from 1 to 20

The Service You Received

  1. Thinking about the person who helped you, how much do you agree with each statement?

    • They were polite.
    • They knew the subject well.
    • They understood what I needed.
    • They explained things clearly.

    For each row: choose one:

    • Strongly disagree
    • Disagree
    • Neutral
    • Agree
    • Strongly agree

  2. How satisfied were you with how long you had to wait?

    Choose one:

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

  3. Was your matter resolved?

    Choose one:

    • Fully resolved
    • Partly resolved
    • Not resolved

  4. What is still outstanding?

    Condition: Shown when the matter is not fully resolved

    Open answer

Overall

  1. Overall, how satisfied are you with the customer service you received?

    Choose one:

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

  2. How easy was it to get your matter handled?

    Choose one:

    • Very easy
    • Easy
    • Neither easy nor difficult
    • Difficult
    • Very difficult

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

    A number from 0 to 10:

    • 0
    • 5
    • 10

  4. What is the main reason for your score? (optional)

    Open answer

How We Can Improve

  1. What would make our customer service better for you? Select all that apply.

    Choose any that apply:

    • Shorter waiting times
    • Better-informed staff
    • Friendlier staff
    • Fewer transfers between people
    • Clearer follow-up
    • More ways to contact us
    • Nothing needs to change

  2. May we contact you about your feedback?

    Choose one:

    • Yes
    • No

  3. Is there anything else you would like to tell us?

    Open answer