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Questionnaire template

Email Support Satisfaction

Measures customers' satisfaction with email support: courtesy, speed, accuracy, usefulness and how well requests are resolved.

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Questions in this template

Your Experience with Email Support

  1. This brief survey is about the help you receive from our support team by email. Your answers are kept confidential and are used only to improve the service.

  2. How often do you email our support team?

    Choose one:

    • Daily
    • Weekly
    • Monthly
    • Occasionally
    • Rarely

  3. How much do you agree with each statement about our email support team?

    • They are courteous and professional
    • They reply promptly
    • The information they give is correct
    • The information they give helps me

    For each row: choose one:

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

Resolving Your Request

  1. Thinking of your most recent request, how well did our team deal with it?

    Choose one:

    • Very ineffectively
    • Ineffectively
    • Neutral
    • Effectively
    • Very effectively

  2. What makes you give that rating?

    Condition: Shown once the effectiveness rating is given

    Open answer

Where We Can Improve

  1. In which areas should our email support improve? Select all that apply.

    Choose any that apply:

    • Speed of replies
    • Quality of the answers
    • Clarity of written replies
    • Professionalism
    • No improvement needed

  2. Please tell us more about the areas you selected.

    Condition: Shown when at least one area was selected

    Open answer

Anything Else

  1. Do you have any other comments or ideas for our email support team?

    Open answer