Customer Service Survey Template

This customer service survey template is designed to gather feedback about your customer’s recent experience with your customer service representatives. It will help you identify whether you met their needs and whether there’s anything you can do to improve your service.

The survey is divided into sections, including questions about your overall customer experience, communication, problem resolution, and overall feedback. The template also includes questions about Customer Effort Score to gage the level of effort required to resolve their issue.

This Survey template is completely free for you to use. You can select it within your SmartSurvey account, you can make changes to it, or leave it as it is and simply send it out.

Number of Questions
10
Time to complete:
3 minutes
Categories:

Customer service survey questions in this example

To get you started quickly, this template comes pre-populated with common customer service survey question examples. These can be quickly and easily changed to meet your needs. Other questions types are also available to include, and any customer survey template can also be restyled to reflect your brand identity.

1. How satisfied were you with the overall customer service you received?

The answer should be a single choice:

  1. Very satisfied
  2. Somewhat satisfied
  3. Neutral
  4. Somewhat dissatisfied
  5. Very dissatisfied

2. How would you rate the friendliness and helpfulness of our customer service representatives?

The answer should be a single choice:

  1. Excellent
  2. Good
  3. Average
  4. Poor
  5. Very poor

3. Did our customer service representatives adequately address your needs and concerns?

The answer should be a single choice:

  1. Yes, completely
  2. Yes, somewhat
  3. No, not really
  4. No, not at all

4. How would you rate the clarity of communication during your interaction with our customer service representatives?

The answer should be a single choice:

  1. Very clear
  2. Somewhat clear
  3. Neutral
  4. Somewhat unclear
  5. Very unclear

5. Were you kept informed throughout the process of resolving your issue?

The answer should be a single choice:

  1. Yes, completely
  2. Yes, somewhat
  3. No, not really
  4. No, not at all

6. Was your issue resolved to your satisfaction?

The answer should be a single choice:

  1. Yes, completely
  2. Yes, somewhat
  3. No, not really
  4. No, not at all

7. How long did it take to resolve your issue?

The answer should be a single choice:

  1. Less than 24 hours
  2. 1-2 days
  3. 3-5 days
  4. More than 5 days

8. How likely are you to recommend our services to others?

The answer should be a single choice:

  1. Very likely
  2. Somewhat likely
  3. Neutral
  4. Somewhat unlikely
  5. Very unlikely

9. How easy was it to resolve your issue with our customer service representatives?

The answer should be a single choice:

  1. Very easy
  2. Somewhat easy
  3. Neutral
  4. Somewhat difficult
  5. Very difficult

10. What can we do to improve our customer service?

The answer should be a multi line text input.

Why measure customer service?

From sales staff in a traditional bricks-and-mortar shop or telephone sales, support and customer service teams, to the service you deliver to customers via digital channels such as your website, apps and social media and much more.

When you consider all the customer service touchpoints where your customers could potentially be making contact with your brand, it’s not hard to appreciate why some form of measurement is needed, otherwise how well will you know how your teams are performing or how happy your customers are with the service you’re delivering for them. Through evaluation you’re also able to identify any areas that you need to improve.

Satisfied customers are essential if you’re to retain their custom and loyalty, which in turn is crucial to the long-term profitability, growth and security of your business. Therefore, it makes good business sense to ensure that the quality of your customer service levels remains high across all your points of contact with them.

When to use customer service surveys

Having explored some key customer service metrics, you next need to be thinking about when you should be using a customer service survey.

The best place to start is to consider all the main service orientated touchpoints where you believe customers could be making contact with your business. You can get a better idea of this by mapping out the key stages of a customers’ journey with your organization.

Alternatively, you may want to consider some of the more generic customer service touchpoints. Generally, many firms will have a mix of the following touchpoints, where in many instances a customer service questionnaire can be employed to give you a better feel about what customers think of the overall level of service they’ve been receiving from your organization.

Why use a service survey template?

Given the nature of customer service and the many channels you could be using to deliver support at any one time, it’s not hard to appreciate how challenging it can be to find time to come up with questions for your next customer survey.

That’s why we’ve created a set of customer survey templates to help you. Similar to all the other templates in our surveys’ portfolio, these can be used as they are or easily customized to suit your needs.

Need inspiration?

For additional ideas to include in your questionnaire, see our list of customer service survey questions. With topics including resolution of problem or query, responsiveness, competence, reliability, communication, timeliness, and value, you're sure to find ideas to use and adapt.

Get started and create your first survey

If you would like more information then please get in touch.