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Free Call Center Post-Call Survey

50+ Expert Crafted Call Center Post-Call Survey Questions

Surveys > Satisfaction

Measuring call center post call survey questions empowers you to capture immediate feedback that drives agent performance improvements and boosts customer satisfaction. A post-call survey is a quick, targeted tool for gathering insights on resolution speed, service quality, and overall experience - so you can spot trends, reward excellence, and fix pain points in real time. Grab our free template preloaded with example questions, or head to our online form builder to craft a fully customized survey if you need even more flexibility.

Overall, how satisfied are you with your recent call to our call center?
1
2
3
4
5
Very dissatisfiedVery satisfied
Was your issue resolved during this call?
Yes
Partially
No
How would you rate the agent's professionalism and courtesy?
1
2
3
4
5
PoorExcellent
How long did you wait on hold before an agent answered?
Less than 1 minute
1-3 minutes
3-5 minutes
More than 5 minutes
How likely are you to recommend our call center service to others?
1
2
3
4
5
Very unlikelyVery likely
What aspects of our service could we improve?
What is your age range?
Under 18
18-24
25-34
35-44
45-54
55-64
65 or older
What is your gender?
Male
Female
Other
Prefer not to say
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Top Secrets Every Call Center Post Call Survey Pro Swears By

Every call center manager knows that a call center post call survey is the pulse check your team needs. You dig into real feelings right after an interaction. That fresh feedback can point out issues before they escalate. It's the heart of continuous improvement.

With the right questions, you measure first call resolution, agent empathy, and satisfaction. The SQM Group reports that targeted post-call queries boost customer loyalty. For example, adding "Did we resolve your issue on the first call?" can highlight training needs. Those insights drive sharper coaching and lower callbacks.

Best practices tell us to keep it under five questions. According to Verint, brevity encourages higher reply rates. Mix closed ratings with one open text field like "What did you value most about today's call?" Then weave this approach into your Call Center Survey flow for seamless feedback.

Imagine Jane, who just renewed her plan after a billing glitch. She hears a quick IVR prompt and answers "How satisfied are you with the resolution provided today?" right away. Later, she sees a follow-up poll on her screen asking "What could we have done better on this call?" She feels heard, and your team gains clear action points.

Artistic 3D voxel of customer feedback icons after a support call
Artistic 3D voxel of survey data and call analytics in vibrant blocks

Don't Launch Your Call Center Post Call Survey Until You Read This

Launching surveys without user-centric design is a quick route to wasted effort. Too often, teams rush to deploy a call center post call survey and wonder why nobody responds. They sketch questions on the fly and skip testing, leaving callers frustrated. The result? Hollow data and missed improvement opportunities.

A common misstep is overcomplicating the flow. The AISlackers guide warns that surveys longer than five prompts see a steep drop in responses. A caller who faces endless scales or jumbled open fields simply hangs up. Aim for clarity: ask "How satisfied were you with the agent's professionalism?" and nothing more.

Timing can make or break participation. When you automate post-call surveys with AI, you capture sentiment while it's fresh, as outlined by SQM Group. Without real-time triggers, you risk outdated feedback or low engagement. Integrate AI-driven alerts to send questions the moment a call ends.

Test your questions on multiple channels before full rollout. Shorten scripts for mobile listeners and tie responses back into your Post Call Survey dashboard. Include prompts like "How likely are you to recommend our service?" and "What's one thing we could improve?" Then review findings in team huddles to turn insights into action.

By avoiding these common missteps and leaning on smart automation, you'll see response rates climb and actionable feedback flow. Simple surveys show respect for your customer's time. That respect turns data into a roadmap for better service.

Customer Satisfaction Questions

Our Customer Satisfaction Questions focus on capturing how satisfied callers feel after interacting with your team. These insights help measure overall experience and guide service improvements. Call Centre Customer Satisfaction Survey

  1. How satisfied are you with the service you received today?

    This question gauges the caller's overall satisfaction, a key metric for service quality.

  2. Did our team address your needs effectively?

    Assessing whether the caller's needs were met reveals gaps in service delivery.

  3. On a scale of 1 - 10, how would you rate your experience?

    Quantitative ratings allow for trend tracking over time and benchmarking.

  4. Would you recommend our call center to others?

    This net promoter style question helps forecast word-of-mouth referrals.

  5. How likely are you to use our service again?

    Repeat usage likelihood indicates customer loyalty and satisfaction.

  6. Did you feel valued as a customer during the call?

    Perceived value demonstrates emotional connection and service effectiveness.

  7. How well did the outcome meet your expectations?

    Comparing expectations vs. outcome measures alignment of service delivery.

  8. Was the call a positive experience overall?

    Captures overall sentiment in broader terms to identify general satisfaction.

  9. How quickly did you feel your issue was resolved?

    Speed of resolution often correlates strongly with customer satisfaction.

  10. Is there anything we could have done better?

    Open-ended feedback surfaces improvement opportunities not covered by closed questions.

Service Quality Questions

These Service Quality Questions drill into specific aspects of performance, such as communication clarity and professionalism. Use the feedback to refine training and processes. Call Center Satisfaction Survey

  1. How clear was the information provided by our agent?

    Clarity is essential for understanding and preventing follow-up calls.

  2. Did the agent communicate in a professional tone?

    Tone impacts caller perception of competence and respect.

  3. Was the agent attentive to your concerns?

    Active listening is a marker of high-quality customer service.

  4. Did you find the call duration appropriate?

    Balance between efficiency and thoroughness shapes perceived quality.

  5. How accurate was the information you received?

    Accuracy ensures callers can trust and act on the guidance given.

  6. Was the agent's language easy to understand?

    Jargon-free communication reduces confusion and frustration.

  7. Did the agent follow our service protocols?

    Protocol adherence maintains consistency and quality standards.

  8. Was the call flow logical and well-structured?

    Structured calls lead to smoother experiences and fewer escalations.

  9. How courteous was the agent throughout the call?

    Courtesy fosters trust and positive relationships with customers.

  10. Did you experience any technical issues during the call?

    Identifying technical barriers helps improve system reliability.

Agent Performance Questions

Our Agent Performance Questions evaluate how effectively your staff handle queries, demonstrating areas for recognition and coaching. These insights support targeted training. Call Center Agent Survey

  1. Did the agent identify and confirm your issue promptly?

    Early diagnosis speeds resolution and shows agent competence.

  2. How knowledgeable was the agent about your topic?

    Agent expertise is crucial for first-call resolution and satisfaction.

  3. Did the agent proactively offer additional assistance?

    Proactiveness indicates commitment to customer success.

  4. Was the agent patient when addressing your questions?

    Patience ensures thorough resolution and positive caller experience.

  5. Did the agent follow up on any promised actions?

    Following up builds trust and accountability.

  6. How well did the agent handle difficult moments?

    Conflict management skills reflect on training and resiliency.

  7. Did the agent personalize the interaction?

    Personalization strengthens customer engagement and loyalty.

  8. Was the agent's pace appropriate for you?

    Proper pacing ensures the caller feels neither rushed nor held up.

  9. Did the agent demonstrate empathy during your call?

    Empathy enhances the emotional connection and caller comfort.

  10. Would you rate the agent's performance as excellent?

    A direct performance rating helps identify top agents for recognition.

Resolution Effectiveness Questions

The Resolution Effectiveness Questions measure how well issues are solved, revealing process strengths and gaps in support. Use results to boost your first-call resolution rates. Best Post Call Survey

  1. Was your issue resolved during this call?

    First-call resolution is a primary efficiency metric for contact centers.

  2. How many transfers did you experience?

    Minimizing transfers improves speed and reduces caller frustration.

  3. Did you receive clear next steps if the issue wasn't resolved?

    Effective follow-up instructions prevent confusion and repeat contacts.

  4. Were any promises made by the agent fulfilled?

    Tracking promise fulfillment assesses reliability and trustworthiness.

  5. How satisfied are you with the resolution offered?

    Resolution satisfaction directly impacts overall customer sentiment.

  6. Did you need to escalate the issue after this call?

    Escalation rates indicate potential training or process gaps.

  7. Was the root cause of the issue identified?

    Understanding root causes helps prevent future occurrences.

  8. Did you feel confident in the solution provided?

    Confidence in solutions drives customer trust and loyalty.

  9. Was any follow-up scheduled or performed?

    Scheduled follow-up demonstrates proactive customer care.

  10. How effective was the resolution compared to your expectations?

    Comparing effectiveness to expectations reveals alignment with promises.

Feedback Experience Questions

Feedback Experience Questions are designed to capture callers' emotional and practical reactions to the interaction, guiding your continuous improvement efforts. Use this data to refine customer journeys. Post-Call Examples Survey

  1. How easy was it to navigate our phone menu?

    Menu usability influences caller patience and satisfaction levels.

  2. Did you feel your feedback was valued during the call?

    Valuing feedback encourages more honest and actionable responses.

  3. How engaging was the conversation with our agent?

    Engagement reflects the agent's ability to build rapport and trust.

  4. Was the pace of the call comfortable for you?

    Comfortable pacing affects comprehension and overall satisfaction.

  5. Did the call meet your expectations based on our website information?

    Alignment with web content reveals consistency across channels.

  6. How clear were the hold-time announcements?

    Clear announcements reduce caller anxiety during wait times.

  7. Were you given opportunities to ask follow-up questions?

    Follow-up opportunities ensure full issue resolution and clarity.

  8. Did the agent confirm your full satisfaction at the end?

    Final checks show thoroughness and dedication to quality service.

  9. How likely are you to provide feedback again?

    Repeat feedback likelihood indicates openness to ongoing engagement.

  10. Is there anything else you'd like to share about your experience?

    Open responses uncover insights beyond structured question limits.

Post-Call Process Questions

Our Post-Call Process Questions examine follow-up actions, system updates, and overall procedural flow after calls conclude. Optimizing these steps enhances operational efficiency. Post Call Survey

  1. Did you receive a summary email or message after the call?

    Follow-up communications reinforce call outcomes and next steps.

  2. Was the summary information accurate and clear?

    Accuracy in summaries prevents misunderstandings and repeat inquiries.

  3. How timely was the post-call follow-up?

    Prompt follow-up demonstrates efficiency and respect for the caller's time.

  4. Were any promised documents or links delivered?

    Delivery of promised materials measures reliability and process adherence.

  5. Did you find the follow-up channel convenient (email, SMS, etc.)?

    Convenience of channels affects how readily callers engage with follow-up content.

  6. How well did the follow-up address any remaining questions?

    Effective follow-up ensures no loose ends are left open.

  7. Did you need to make another call for additional support?

    Repeat calls indicate gaps in initial resolution or follow-up quality.

  8. Was the data you provided handled securely?

    Security perceptions are critical to trust and compliance standards.

  9. How satisfied are you with our overall post-call process?

    Overall post-call ratings highlight end-to-end service performance.

  10. Would you suggest any improvements to our follow-up procedures?

    Inviting suggestions drives continuous improvement from the customer's perspective.

FAQ

What are the most effective questions to include in a call center post-call survey?

Use example questions in your call center post-call survey template to measure key areas: overall satisfaction, first call resolution, agent courtesy, issue clarity, Net Promoter Score, and open-text feedback. These example questions provide actionable insights, streamline response analysis, and optimize your free survey template for continuous quality improvements.

How can I design a post-call survey to accurately measure customer satisfaction?

Design a survey template by defining clear objectives, selecting concise rating scales, and writing straightforward questions. Use a mix of multiple-choice and open-ended items in your free survey example to measure satisfaction accurately. Test the draft survey for timing, ensure mobile responsiveness, and refine language to avoid ambiguity.

Why is it important to ask about first call resolution in post-call surveys?

Asking about first call resolution in your post-call survey template pinpoints operational efficiency and customer loyalty. First call resolution metrics help you identify systemic issues, reduce repeat contacts, and lower handling costs. Including this example question in a free survey ensures you capture vital data to drive continuous call center improvements.

What are the best practices for increasing response rates to post-call surveys?

To boost response rates for your call center post-call survey template, keep it under five questions and mobile-friendly. Send the survey immediately after the call, personalize invitations, and offer small incentives. Use clear instructions and example questions to set expectations. This optimized free survey format encourages higher participation and quality feedback.

How do I analyze post-call survey data to improve call center performance?

Analyze post-call survey data from your template by segmenting results by agent, call type, and issue category. Calculate average scores, track trends over time, and visualize data with charts. Identify performance gaps, correlate feedback with training needs, and apply insights to refine processes. This free survey analytics process drives continuous call center performance improvements.

What are common mistakes to avoid when creating post-call survey questions?

Avoid these common mistakes in your post-call survey template: leading or biased questions, overly long surveys, unclear wording, missing scale labels, and lack of test feedback. Use concise example questions, a balanced mix of closed and open-ended items, and pilot your survey to ensure clarity. This free survey checklist prevents low-quality data.

How can post-call surveys help in identifying training needs for call center agents?

Post-call surveys identify training needs for call center agents by highlighting skill gaps in communication, issue resolution, and product knowledge. Analyze low satisfaction or resolution ratings per agent, review open feedback for coaching insights, and tailor training sessions. Use a structured survey template with example questions to ensure consistent, actionable data.

What is the ideal length for a call center post-call survey to ensure customer participation?

Ideal post-call survey length is three to five questions, taking under two minutes to complete. Use a concise call center survey template with clear rating scales and one open-ended question. This balanced approach maintains customer engagement in your free survey, maximizes completion rates, and yields focused feedback to improve experiences.

How can I use post-call survey feedback to enhance the customer experience?

Use post-call survey feedback to enhance customer experience by categorizing comments, tracking satisfaction trends, and implementing quick-win changes. Update call scripts, refine resolution processes, and provide targeted agent coaching. A robust survey template with clear example questions ensures consistent data collection, turning your free survey insights into customer-centric improvements.

What are the key metrics to track from post-call survey responses?

Track these key post-call survey metrics in your template: Customer Satisfaction (CSAT) score, Net Promoter Score (NPS), Customer Effort Score (CES), First Call Resolution (FCR) rate, response rate, and open feedback themes. Monitoring these free survey metrics provides a comprehensive view of performance and drives continuous call center enhancements.

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