Free Generic Customer Service Survey

Measuring overall satisfaction provides a key indicator of how your support is perceived. It helps track progress and prioritize areas for improvement.

Response time directly affects customer satisfaction and loyalty. Tracking this helps you benchmark against service-level targets.

This question reveals gaps between customer expectations and actual delivery. It guides adjustments to policies and training for better alignment.

Agent expertise impacts resolution quality and trust. Identifying knowledge gaps helps tailor training and improve future interactions.

Friendliness shapes the emotional tone of support experiences. Monitoring this metric helps foster a positive brand perception.

Clear communication reduces follow-up queries and frustration. Measuring clarity highlights opportunities for simplifying explanations.

Effective communication drives resolution success and customer confidence. Tracking this helps refine scripts and guidelines.

Channel satisfaction indicates whether your offerings meet customer preferences. This informs decisions about adding or optimizing platforms.

Repeat engagement willingness reflects overall trust in your support. High likelihood scores can point to strong service loyalty.

Recommendation likelihood gauges word-of-mouth potential and brand advocacy. It provides insight into customer enthusiasm for your service.

Portal usability affects how quickly customers get help. Feedback here pinpoints design tweaks for smoother experiences.

Perceived wait times can differ from actual ones and greatly influence satisfaction. This question helps assess and optimize queue management.

Channel relevance impacts resolution speed and comfort. Understanding channel fit guides resource allocation and channel expansion.

First-contact resolution reduces effort and frustration. Tracking this highlights process bottlenecks and training needs.

Comfort level influences openness and problem clarity. Insights here drive improvements in tone, scripting, and agent training.

Personalization supports emotional connection and loyalty. Measuring customization helps refine your CRM and agent empowerment.

Follow-up quality ensures complete resolution and trust. Feedback guides timing and content of post-interaction outreach.

Consistency builds reliable brand experiences. Identifying channel discrepancies steers standardization efforts.

Process efficiency affects both cost and satisfaction. This question reveals friction points in your workflow.

Adaptability indicates agility in handling diverse customer scenarios. It highlights areas to improve flexibility and procedures.

Professionalism fosters customer trust and respect. High scores indicate consistent adherence to company standards.

Effectiveness measures problem-solving ability. This helps identify best practices and areas needing reinforcement.

Agent patience impacts customer comfort and clarity. Insights here guide stress-management and communication training.

Empathy enhances emotional connection and perceived support quality. This feedback shapes coaching for active listening skills.

Active listening drives accurate issue identification. Measuring this ensures agents truly understand customer needs.

Clarity reduces confusion and follow-up requests. High clarity scores indicate effective communication training.

Responsiveness reflects attentiveness and efficiency. Monitoring this helps balance workload and customer expectations.

Issue comprehension is vital for timely resolution. Feedback identifies training gaps and documentation needs.

Problem-solving proficiency drives customer loyalty. Insights here guide specialized skill development.

Perceived expertise builds credibility and reduces escalations. Measuring confidence helps prioritize advanced training topics.

This question directly measures the success of your support outcome. High satisfaction indicates effective resolution processes.

Resolution speed impacts customer effort and loyalty. Tracking this guides process improvements and SLA compliance.

Thoroughness ensures issues are fully addressed. Insights here help refine checklists and diagnostic procedures.

Alignment with customer needs drives acceptance and reduces repeat contacts. Measuring fit informs solution design.

Solution effectiveness determines long-term customer satisfaction. Feedback highlights best practices and improvement areas.

Follow-up ensures complete closure and trust. Monitoring this ensures customers feel cared for post-resolution.

Clear next steps prevent confusion and repeat inquiries. This drives consistency in communication protocols.

Confidence in solution longevity reduces future issues. This insight guides the robustness of your fixes.

Alternate solutions show flexibility in problem-solving. Measuring satisfaction highlights when contingency plans work best.

Return intent indicates trust in your support processes. High likelihood reflects strong resolution confidence.

Open-ended feedback uncovers unique ideas and pain points. This helps you tailor enhancements to real user needs.

Direct suggestions on speed highlight process or staffing needs. It guides adjustments to workflows and resource allocation.

Channel requests reveal unmet preferences and trends. This informs decisions on adding chat, social media, or other platforms.

Communication feedback helps refine tone, clarity, and consistency. It drives updates to scripts and training materials.

Customer input on training topics targets the most impactful skills. This ensures your training budget delivers maximum ROI.

Personalization ideas deepen customer engagement and loyalty. Feedback here guides CRM enhancements and scripting options.

Feature requests help prioritize development and UX updates. This aligns your roadmap with actual user demands.

Follow-up insights optimize timing, frequency, and content. They ensure customers feel consistently supported.

Information gaps point to knowledge base or communication needs. This drives content creation and proactive outreach.

Final open-ended comments capture any topics not covered. It provides a safety net for valuable insights.