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Questionnaire template

Customer Support Experience Survey

Asks customers who contacted support to rate responsiveness, clarity, professionalism and resolution, and suggest improvements.

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Other · Complaint forms. All Other templates

Questions in this template

The Basics

  1. Thank you for sharing your experience. Your feedback helps us improve how our support team looks after you.

  2. Have you ever contacted our customer support team?

    Choose one:

    • Yes
    • No

  3. When did you last contact our support team?

    Condition: Shown to customers who have contacted support

    Choose one from a list:

    • Within the last week
    • 1 week to 1 month ago
    • 1 to 3 months ago
    • 3 to 6 months ago
    • More than 6 months ago

Communication

  1. How would you rate our support team on each of these?

    Condition: Shown to customers who have contacted support

    • How quickly they responded
    • How clearly they explained things
    • Their courtesy and professionalism
    • The solution they provided

    For each row: choose one:

    • Very poor
    • Poor
    • Average
    • Good
    • Excellent

  2. Were your concerns fully dealt with?

    Condition: Shown to customers who have contacted support

    Choose one:

    • Yes
    • Partly
    • No

Your Experience

  1. In which areas should our support team improve?

    Condition: Shown to customers who have contacted support

    Choose any that apply:

    • Response time
    • Clarity of communication
    • Professionalism
    • Solving the problem

  2. What should we do differently in these areas? (optional)

    Condition: Shown when at least one area was selected

    Open answer

  3. Has our support team ever gone out of its way to help you? If so, tell us what happened.

    Condition: Shown to customers who have contacted support

    Open answer

Outcomes

  1. How did your contact with our support team change your opinion of our company?

    Condition: Shown to customers who have contacted support

    Choose one:

    • It became more positive
    • It became more negative
    • It did not change

  2. What in particular changed your opinion? (optional)

    Condition: Shown when the contact changed the customer's opinion

    Open answer

  3. Would you recommend our customer support to others?

    Condition: Shown to customers who have contacted support

    Choose one:

    • Definitely
    • Maybe
    • Definitely not