Questionnaire template
Technical Support Experience Feedback
Asks customers who recently contacted technical support about the problem, first-contact resolution and their satisfaction.
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Questions in this template
Your Contact with Support
We would like to hear about your recent experience with our technical support so that we can make it better.
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Have you been in touch with our technical support team recently?
Choose one:
- Yes
- No
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How long ago was your most recent contact with technical support?
Condition: Asked of those who contacted support
Choose one:
- Within the past week
- 1 to 4 weeks ago
- 1 to 3 months ago
- More than 3 months ago
The Problem
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What kind of problem did you contact us about?
Condition: Asked of those who contacted support
Choose one:
- A software fault
- A connection problem
- Installation or setup
- Billing or payment
- Other
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What kind of problem was it?
Condition: Shown when 'Other' is chosen
Open answer
-
Please describe the problem in a little more detail.
Condition: Asked of those who contacted support
Open answer
Resolution
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Was the problem solved the first time you got in touch?
Condition: Asked of those who contacted support
Choose one:
- Yes
- No
- Not sure
-
What did the support team suggest as the next step?
Condition: Shown when the problem was not clearly solved at first contact
Open answer
Your Experience
-
Overall, how satisfied were you with the technical support you received?
Condition: Asked of those who contacted support
Choose one:
- Very dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very satisfied
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If another problem comes up, how likely are you to turn to our technical support again?
Condition: Asked of those who contacted support
Choose one:
- Definitely
- Probably
- Not sure
- Probably not
- Definitely not
Suggestions
-
How could we improve our technical support?
Open answer