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Questionnaire template

Customer Support Satisfaction

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

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Customer · Customer service. All Customer templates

Questions in this template

Your Support Request

  1. Thank you for helping us improve our support. Please answer with your most recent contact with our support team in mind.

  2. How did you contact our support team?

    Choose one:

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

  3. What was your request mainly about?

    Choose one:

    • An order or delivery
    • Billing or payment
    • A technical problem
    • Access to my account
    • A return or refund
    • A general question
    • Something else

  4. What was your request about?

    Condition: Shown when 'Something else' was chosen

    Open answer

  5. Roughly how long did you wait before someone started helping you?

    Choose one:

    • Less than 2 minutes
    • 2 to 5 minutes
    • 6 to 15 minutes
    • More than 15 minutes
    • Not sure

Getting It Resolved

  1. Has your issue been resolved?

    Choose one:

    • Yes, fully
    • Partly
    • No

  2. How many times in total did you have to contact us about this issue?

    A number from 1 to 20

  3. What still needs to be sorted out?

    Condition: Shown when the issue is not fully resolved

    Open answer

The Person Who Helped You

  1. How much do you agree with each statement about the person who helped you?

    • They were courteous
    • They understood my problem
    • They knew enough to help me
    • They explained things clearly
    • They took responsibility for my request

    For each row: choose one:

    • Strongly disagree
    • Disagree
    • Neither agree nor disagree
    • Agree
    • Strongly agree

Overall

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

    Choose one:

    • Very dissatisfied
    • Dissatisfied
    • Neither satisfied nor dissatisfied
    • Satisfied
    • Very satisfied

  2. How easy was it to get the help you needed?

    Choose one:

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

  3. If you needed help again, how likely would you be to turn to our support team?

    A number from 0 to 10:

    • 0
    • 5
    • 10

  4. What one thing could our support team do better?

    Open answer