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Questionnaire template

Social Media Customer Service Feedback

Asks customers who sought help via social media how fast, effective and satisfying the support was.

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Other · Social media. All Other templates

Questions in this template

Your Contact With Us

  1. You recently contacted us for help through social media. Please tell us how it went so we can improve the support we give on these channels.

  2. Which platform did you use to contact us?

    Choose one:

    • Facebook
    • Instagram
    • X (Twitter)
    • LinkedIn
    • WhatsApp
    • TikTok
    • Other

  3. Which other platform did you use?

    Condition: Shown when Other is selected

    Open answer

  4. Did you contact us publicly or privately?

    Choose one:

    • A public post or comment
    • A private message
    • Both

  5. What was the main reason you got in touch?

    Choose one:

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

Our Response

  1. How long did it take us to reply for the first time?

    Choose one:

    • Less than 1 hour
    • 1 to 4 hours
    • Later the same day
    • 1 to 2 days
    • More than 2 days
    • I never received a reply

  2. Were you asked to continue the conversation by email, phone or another channel?

    Condition: Shown when a reply was received

    Choose one:

    • Yes
    • No

  3. About how many messages did you send us in total about this issue?

    Condition: Shown when a reply was received

    A number from 1 to 50

  4. Was your issue resolved?

    Condition: Shown when a reply was received

    Choose one:

    • Yes
    • Partly
    • No

  5. What is still unresolved?

    Condition: Shown when the issue was not fully resolved

    Open answer

Quality of Our Service

Condition: Shown when a reply was received

  1. How much do you agree with each statement about our replies?

    • The replies were polite.
    • The person replying understood my issue.
    • The replies felt personal rather than automated.
    • I knew what would happen next.

    For each row: choose one:

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

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

    Choose one:

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

  3. Overall, how satisfied are you with the help you received through social media?

    Choose one:

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

Looking Ahead

  1. Would you contact us through social media again?

    Choose one:

    • Yes
    • No
    • Not sure

  2. How likely are you to recommend our company to a friend or colleague?

    A number from 0 to 10

  3. Is there anything else you would like to tell us about our support on social media?

    Open answer