Free Common Customer Service Survey

This question establishes a baseline satisfaction score, helping you track improvements over time. It's a reliable metric for comparing different support channels.

Accessibility is critical - this question measures barriers to support. It helps identify if customers are struggling to find the right contact method.

Politeness and warmth influence customer perceptions greatly. This question assesses the human element of each interaction.

Effectiveness reflects on problem-solving skills, guiding training priorities. It highlights whether agents are empowered to resolve issues.

Speed of service is a top driver of satisfaction. This helps pinpoint delays and optimize workflows.

Expertise builds trust and credibility with customers. Use this to guide ongoing training and knowledge base improvements.

Clarity reduces follow-up inquiries and frustration. This measures the effectiveness of your communication style.

Feeling valued drives loyalty and repeat business. This question gauges emotional connection with your brand.

This net promoter-style question predicts word-of-mouth referrals. It's a key indicator of long-term growth potential.

An open-ended prompt uncovers insights you may not anticipate. It often reveals hidden issues or powerful positive feedback.

Identifying preferred channels guides resource allocation. It shows where customers are most comfortable reaching out.

This evaluates channel effectiveness and highlights the need for channel-specific training. It reveals strengths and weaknesses across mediums.

Accurate routing reduces transfers and frustration. This question measures the efficiency of your contact center's triage process.

Tracking wait times helps optimize staffing and shift management. Long holds can erode satisfaction quickly.

First-contact resolution is a key efficiency metric. It indicates how effectively agents solve problems without follow-ups.

Professionalism fosters respect and loyalty. This measures adherence to customer service standards.

Proactive communication reduces customer anxiety. It shows whether your team keeps clients informed.

Convenience drives satisfaction and repeat interactions. It reflects on the simplicity of your workflows.

Self-service can deflect simple queries and speed resolutions. This question identifies gaps in your knowledge base or FAQ.

An open suggestion reveals customer priorities for enhancement. It yields actionable insights directly from users.

Resolution satisfaction gauges whether solutions meet expectations. It's crucial for preventing repeat support requests.

Repurchase intent ties directly to revenue forecasts. It indicates the long-term value of your customer relationships.

This net promoter question predicts referral growth. High scores correlate with brand advocacy.

Expectation alignment is essential for reducing churn. This shows if promises match delivery.

Perceived value drives loyalty and reduces price sensitivity. This helps craft better customer appreciation tactics.

Usage frequency informs about product complexity or reliability. High frequency may signal deeper issues.

Consistency builds trust - this question checks for stability in your support delivery. Variability can erode repeat engagement.

Preference indicates market differentiation and customer commitment. It helps benchmark against competitors.

Policy fit impacts ease of doing business and satisfaction. Misaligned policies can drive customer frustration.

Open responses here uncover what truly matters to customers. It guides strategic decisions on loyalty programs.

Contact count shows case complexity and agent efficiency. Fewer touches usually mean a smoother process.

This measures outcome quality from the customer's perspective. It differentiates between quick fixes and complete solutions.

Escalations often signal training or authority gaps. Tracking them helps reduce handovers.

Follow-up quality impacts overall perception of support. Timely updates prevent uncertainty.

Team transitions can cause friction - this assesses cross-department coordination. It's vital for smooth multi-step workflows.

Promise-keeping builds trust and reliability. Missing deadlines can undermine overall satisfaction.

Thoroughness reflects agent competence and resource availability. This ensures customers leave without doubts.

Post-resolution follow-up strengthens relationships and uncovers latent issues. It shows commitment to customer success.

Compensation questions reveal how well your policies satisfy customer expectations. It's key for service recovery.

Customer suggestions often pinpoint process bottlenecks. They provide direct input for continuous improvement.

Prioritization comes from direct customer requests. This highlights your highest-impact enhancement opportunities.

Self-help efficacy reduces support volume. This question assesses your knowledge base or FAQs strength.

Interest in automation shows readiness for tech investments. It guides your digital transformation roadmap.

Identifying barriers helps remove friction points. This ensures smoother customer journeys.

Product communication drives adoption and excitement. This measures your marketing and support alignment.

Perception of being heard fosters trust and loyalty. It's essential for maintaining customer engagement.

Open insights here guide service diversification. It reveals unmet needs and potential new channels.

Survey design impacts response quality and completion rates. This feedback drives better survey iterations.

Advisory programs engage top customers in product roadmap decisions. This question gauges interest in deeper collaboration.

Closing with an open prompt ensures no idea is left unvoiced. It often reveals unexpected but valuable insights.

Clarity prevents misinterpretation and saves time. This measures your team's ability to explain technical or policy-related details.

Tone greatly impacts customer comfort and perception. It ensures your brand voice remains consistent.

Active listening fosters empathy and trust. It's a critical skill in de-escalating issues.

Personalization enhances engagement. This measures flexibility and emotional intelligence in your team.

Written clarity reduces errors and repeat questions. It assesses your documentation quality.

Timely acknowledgment reassures customers their issue is being handled. It reduces uncertainty.

Jargon can alienate customers unfamiliar with industry terms. This highlights the need for plain-language communication.

Good follow-up sustains trust after issue resolution. It measures consistency in ongoing engagement.

Open feedback on communication identifies tone or channel gaps. It offers direct input for messaging guidelines.

Customer-driven ideas often lead to impactful training topics. They ensure your communications evolve with customer needs.