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Questionnaire template

Service Customer Feedback

Measures customers' first impressions, satisfaction with service aspects, problems and responsiveness, and advocacy.

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Customer · Customer experience. All Customer templates

Questions in this template

First Impressions

  1. Thank you for taking a few minutes to tell us about your experience. Your answers help us raise the quality of our service.

  2. What was your first impression of our service?

    Choose one:

    • Excellent
    • Very good
    • Good
    • Fair
    • Poor

  3. What was the main reason you chose our service?

    Choose one:

    • Price
    • Features
    • Customer service
    • Reputation
    • Recommendation
    • Other

  4. What was your reason?

    Condition: Only when the reason is Other

    Open answer

Your Experience in Detail

  1. On a scale of 1 to 10, how satisfied are you with each of the following?

    • Quality of the service
    • Customer support
    • Value for money
    • Ease of use

    For each row: choose one:

    • 1 - Very dissatisfied
    • 2
    • 3
    • 4
    • 5
    • 6
    • 7
    • 8
    • 9
    • 10 - Very satisfied

  2. Which of our features are the most useful to you? Select all that apply.

    Choose any that apply:

    • Online account
    • Mobile app
    • Notifications and reminders
    • Live help
    • Other

  3. Which other feature do you find useful?

    Condition: Only when Other is selected

    Open answer

  4. Can you describe a time when our service lived up to or went beyond what you expected?

    Open answer

Problems and How We Handled Them

  1. Have you had any problems while using our service?

    Choose one:

    • Yes
    • No

  2. What were the problems, and how did they affect you?

    Condition: Only when problems were reported

    Open answer

  3. How quickly and effectively did we respond to these problems?

    Condition: Only when problems were reported

    Choose one:

    • Very unresponsive
    • Unresponsive
    • Neutral
    • Responsive
    • Very responsive

Final Thoughts

  1. How likely would you be to suggest our service to people you know?

    Choose one:

    • Very unlikely
    • Unlikely
    • Neutral
    • Likely
    • Very likely

  2. How could we improve our service?

    Open answer

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

    Open answer