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Customer Service Survey Questions

Sample customer service survey questions for learning customer experience during a recent customer service encounter; a free template easy to use with your survey tool.

Note: This example is meant as a starting point that you can then customize to your situation. The questions are not exactly as a respondent would see them; they are instead formatted in such a way that they can easily be copied and pasted into an online survey tool (such as SurveyMonkey), so please feel free to do so!

[Text in brackets are your instructions for setting up the survey and should not appear in the survey]

The following questions pertain only to the most recent question or issue you had that required you to contact customer service.

1. Please describe the question or issue you had which required you to contact customer service.
[Large Text Box or List Categories]

2. Which of the following ways did you communicate with a customer service representative about your most recent question or issue? (Select all that apply)
In Person
Phone
Email
Online Chat
Other (specify)

3. Please rate your level of satisfaction with your most recent customer service experience.
[Display Choices Horizontally]
1 – Extremely Dissatisfied [Far Left]
2
3
4
5
6
7
8
9
10 – Extremely Satisfied [Far Right]

4. Please rate your level of satisfaction with each of the following aspects of your most recent customer service experience.
[Matrix Question, One Answer per Row]

[Column Choices, Rating Scale]
1 – Extremely Dissatisfied [Far Left]
2
3
4
5
6
7
8
9
10 – Extremely Satisfied [Far Right]

[Row Choices, Randomize Order]
Service representative's understanding of the issue or question
Service representative's ability to provide the answer or solution
Service representative's ability to speak in a clear and understandable manner
Service representative's professionalism
Service representative's friendliness
Wait time before reaching a service representative
Customer service hours

5. How long did it take to get your question or issue resolved?
Less than 10 minutes
10 to 20 minutes
More than 20 minutes on the same day
The next day
2 days
3 days
4 to 6 days
One week
More than one week
Not yet resolved

6. How many times did you contact customer service before your question or issue was resolved?
Once
Twice
Three times
More than three times
Not yet resolved

7. Did you communicate with more than one customer service representative?
Yes
No
Not Sure

8. What about your customer service experience did you like most? (Please list up to 3 things)
1. [Text Box]
2. [Text Box]
3. [Text Box]

9. What about your customer service experience could have been better? (Please list up to 3 things)
1. [Text Box]
2. [Text Box]
3. [Text Box]

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