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Questionnaire template

Technical Support Complaint

A structured complaint form for customers unhappy with technical support: the problem, its handling and the outcome they want.

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Questions in this template

The Problem

  1. We are sorry that our technical support did not meet your expectations. Please tell us what happened so that we can look into it and put it right.

  2. Which product or service was the problem with?

    Open answer

  3. Do you have a case or ticket number for this problem?

    Choose one:

    • Yes
    • No

  4. What is the case or ticket number?

    Condition: Shown when a reference is available

    Open answer

  5. How long have you had this problem?

    Choose one:

    • Less than a day
    • 1 to 7 days
    • 1 to 4 weeks
    • More than a month

The Support You Received

  1. How did you contact technical support about it? Select all that apply.

    Choose any that apply:

    • Phone
    • Email
    • Live chat
    • Web form or support portal
    • In person

  2. Roughly how many times have you contacted support about this problem?

    A number from 1 to 100

  3. Where does the problem stand now?

    Choose one:

    • Solved
    • Partly solved
    • Not solved

  4. How would you rate the support you received on each of these?

    • Speed of response
    • Technical knowledge
    • Courtesy
    • Keeping you informed
    • Doing what was promised

    For each row: choose one:

    • Very poor
    • Poor
    • Fair
    • Good
    • Excellent

Your Complaint

  1. What is your complaint about? Select all that apply.

    Choose any that apply:

    • It took too long to get a response
    • The problem was not fixed
    • The advice was unhelpful or wrong
    • Staff were rude or dismissive
    • I was passed from person to person
    • Nobody followed up as promised
    • Other

  2. What else is your complaint about?

    Condition: Shown when 'Other' is selected

    Open answer

  3. Please describe what happened, including any dates and names you remember.

    Open answer

  4. What would you most like us to do now?

    Choose one:

    • Fix the problem
    • Explain what went wrong
    • Offer a refund or compensation
    • Pass my case to a manager
    • Apologise
    • Something else

  5. What would you like us to do?

    Condition: Shown when 'Something else' is chosen

    Open answer

Our Reply

  1. How would you like us to reply?

    Choose one:

    • By phone
    • By email
    • I do not need a reply

  2. Please give the phone number or email address we should use.

    Condition: Shown when a reply is wanted

    Open answer