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Customer Services Survey Template

A Customer Service Survey is a specific feedback tool designed to assess a customer’s experience with a single, recent interaction with a support team (via phone, chat, or email).

It is typically deployed immediately after a support ticket is closed to gather context-specific feedback. The survey focuses heavily on metrics like agent politeness, problem-solving skills, speed of response, and successful resolution of the issue. It often incorporates CSAT and CES (Customer Effort Score) to evaluate the quality and efficiency of the support provided.

Key Benefits

The data collected from these surveys is vital for managing and improving the support function:

  • Guides Agent Training and Coaching
  • Measures First Contact Resolution (FCR)
  • Identifies Inefficient Support Processes
  • Allows for Quick Service Recovery
  • Directly Improves Customer Loyalty
Use this template
Number of questions:
12

Customer Services Survey Template Questions

Customer Services Survey

Thank you for choosing our services! Your feedback is important to us as we strive to provide excellent customer service. Please take a few minutes to share your thoughts.

Contacting us

1. How did you contact our customer services?

  1. Phone
  2. Live Chat
  3. Email
  4. In-Person
  5. Other (Please specify): ___________________________

2. On a scale of 1 to 5, how easy was it getting in contact with our customer services?
(1 = Extremely hard, 5 = Extremely easy)

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5

Conduct and Efficiency

3. How would you rate the professionalism and courtesy of the customer service representative?
(1 Star = Very unprofessional, 5 Stars = Extremely professional)

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5

4. Did our customer service team resolve your issue or answer your questions to your satisfaction?

  1. Yes
  2. No

If no, please provide details on what could have been done better: ___________________________

5. How satisfied were you with the time it took to resolve your issue or answer your question?
(1 Star = Extremely dissatisfied, 5 Stars = Extremely satisfied)

  1. 1
  2. 2
  3. 3
  4. 4
  5. 5

Communication

6. Were you satisfied with any follow-up communication or actions taken by our customer service team?

  1. Yes
  2. No
  3. N/A

If no, please specify: ___________________________

Overall Experience

7. How satisfied are you with the overall customer service experience?

  1. Very dissatisfied
  2. Dissatisfied
  3. Neutral
  4. Satisfied
  5. Very satisfied

8. Based on your customer service experience, how likely are you to use our services again?

  1. Highly unlikely
  2. Unlikely
  3. Not sure
  4. Likely
  5. Highly likely

9. How likely are you to recommend our services to a friend or colleague?

  1. Highly unlikely
  2. Unlikely
  3. Not sure
  4. Likely
  5. Highly likely

10. Is there anything else you would like to share about your experience with our customer services?

__________________________________________________________

About You

11. What age are you?

  1. Under 18
  2. 18 – 24
  3. 25 – 34
  4. 35 – 44
  5. 45 – 54
  6. 55 – 64
  7. 65 +

12. What gender do you identify as?

  1. Male
  2. Female
  3. Trans-gender
  4. Non-binary
  5. Prefer not to say
  6. I describe myself in another way (Please add here): ________________

Thank you for taking the time to complete our Customer Services Survey.
Your feedback is crucial to our ongoing efforts to enhance and improve our service to you.