Free Customer Service Satisfaction Survey

This question captures broad customer sentiment, making it a foundational metric for satisfaction. It helps benchmark service performance over time.

This measures word-of-mouth potential through a Net Promoter Score approach. High recommendations signal strong loyalty and brand advocacy.

Resolution satisfaction indicates how effectively issues are handled. It highlights potential gaps in problem-solving capabilities.

Professionalism directly impacts perceived service quality and trust. Courteous interactions often lead to higher satisfaction.

Accessibility is critical for timely support and customer peace of mind. This question reveals potential barriers in contact channels.

Timely responses influence customer perception of efficiency. Slow replies can erode trust and increase frustration.

Clarity in communication reduces confusion and follow-up contacts. It ensures customers feel informed and confident in next steps.

This measures the thoroughness of support interactions. It highlights whether customer needs were fully addressed.

Effective follow-up demonstrates commitment to customer care. It also helps catch any lingering concerns post-resolution.

This question evaluates channel variety and convenience. It shows if customers feel supported through their preferred method.

Evaluates expertise and ability to address complex queries. High scores indicate strong training and subject-matter competence.

Empathy fosters emotional connection and trust. It reveals how well representatives understand and relate to customers.

Professionalism signals reliability and respect. It influences overall satisfaction and repeat business.

Accuracy is vital for building credibility and reducing repeated contacts. It shows the effectiveness of knowledge management.

Consistency strengthens brand promise and customer expectations. Variations may indicate training or system gaps.

Clear explanations empower customers to understand next steps. This reduces uncertainty and follow-up inquiries.

Ownership indicates accountability and responsibility. It reassures customers that their concerns are a priority.

Politeness shapes the tone of the entire experience. It reflects company culture and customer care values.

Quality responses address needs comprehensively and accurately. Subpar replies may signal knowledge base or training needs.

Proactivity demonstrates foresight and customer centricity. It minimizes anxiety by keeping customers informed.

First-call resolution measures efficiency and expertise. High rates reduce operational costs and improve user satisfaction.

This addresses business continuity concerns and recovery processes. It shows responsiveness during critical incidents.

Usability of the ticketing system affects user adoption and transparency. Complex systems can lead to frustration and delays.

Self-service resources reduce support volume and empower users. Quality knowledge articles boost first-time fixes.

SLA compliance reflects reliability and predictability. Tracking this drives accountability for IT performance.

Regular updates keep stakeholders informed and reduce uncertainty. Clear communication prevents misalignment on priorities.

Technical clarity ensures users understand root causes and resolutions. It reduces repeated inquiries on the same issue.

Security confidence measures trust in data protection practices. It highlights areas for compliance and risk management.

Troubleshooting effectiveness speaks to diagnostic skills and resources. It impacts productivity and user satisfaction.

Remote support efficiency reflects tool and process integration. High efficiency limits downtime and travel costs.

Channel availability measures convenience and accessibility. It shows if customers can reach you through their preferred medium.

Friendliness fosters a positive rapport and reduces customer anxiety. It reflects company culture and training effectiveness.

Knowledge level impacts resolution speed and accuracy. It indicates the depth of staff training and documentation.

Wait times directly influence customer patience and satisfaction. Monitoring this helps improve response workflows.

Follow-through measures commitment to customer requests. It builds trust when promises are consistently met.

Final resolution satisfaction gauges completeness of service. It identifies areas where further training may be required.

Customization reflects attentiveness to individual requirements. It enhances the perception of personalized service.

Regular updates prevent uncertainty and reduce follow-up inquiries. It demonstrates proactive customer communication.

Escalation ease measures process transparency and efficiency. It ensures serious issues get prompt attention.

This indicates customer willingness to engage in continuous improvement. It highlights satisfaction and perceived value of feedback.

This general metric quickly assesses immediate service impressions. It sets the tone for more detailed questions.

Recommendation likelihood ties service quality to brand advocacy. It's a key indicator of customer loyalty.

An open-ended question uncovers specific pain points and creative ideas. It empowers customers to shape future enhancements.

Contact preference insight helps optimize resource allocation and staffing. It ensures channels align with customer habits.

Speed of resolution impacts overall satisfaction and repeat contacts. It highlights efficiency of support workflows.

Perceived value connects service quality to cost-benefit assessments. It informs pricing strategies and service enhancements.

Staff attitude reflects interpersonal skills and company culture. Positive attitudes contribute to memorable experiences.

Self-service satisfaction gauges effectiveness of DIY support resources. It can reduce contact volume when optimized.

Clarity in solutions prevents misunderstandings and repeat inquiries. It ensures customers feel confident in the outcome.

This final open-ended prompt captures insights not covered elsewhere. It often reveals unique perspectives and improvement ideas.