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Questionnaire template

Technical Support Experience

Measures customers' ratings of a recent technical-support contact, first-contact resolution and follow-up effectiveness.

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Questions in this template

Your Support Contact

  1. Thank you for your time. Please think of your most recent contact with our technical support team when answering.

  2. Overall, how would you rate our technical support team?

    Choose one:

    • Excellent
    • Good
    • Fair
    • Poor
    • Very poor

  3. How would you rate each of these?

    • How quickly we responded
    • How professional the team was
    • How well the problem was solved

    For each row: choose one:

    • Excellent
    • Good
    • Fair
    • Poor
    • Very poor

  4. Was your problem fixed the first time you contacted us?

    Choose one:

    • Yes
    • No

After Your First Contact

  1. Did our team follow up with you after your first contact?

    Choose one:

    • Yes
    • No

  2. Which of these follow-up steps helped solve your problem? Select all that apply.

    Condition: Only when there was a follow-up

    Choose any that apply:

    • Further guidance by email
    • A phone call
    • Remote help on my device
    • None of these helped

  3. Would you be happy with the same kind of follow-up in future?

    Condition: Only when there was a follow-up

    Choose one:

    • Yes
    • Maybe
    • No

Helping Us Improve

  1. What could we have done to help you better this time?

    Open answer

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

    Open answer