Free Customer Care Survey

This baseline question measures general satisfaction and sets a reference point for all other metrics. It helps identify whether customers feel positively about the support as a whole.

This evaluates accessibility and user experience. If customers struggle to locate support, it highlights navigation or labeling issues that need attention.

Understanding the customer's problem is vital for effective resolution. This question assesses empathy and clarity in communication.

Clear communication prevents misunderstandings and repeat contacts. It ensures customers receive the correct guidance the first time.

The likelihood to recommend is a proxy for customer loyalty and satisfaction. It also provides insight into advocacy potential.

This measures resolution quality and customer contentment. It highlights whether solutions meet customer expectations.

This question evaluates the effectiveness of workflows and procedures. It uncovers bottlenecks or inefficiencies in the support journey.

Consistency builds trust and reliability. Tracking this helps ensure every customer receives the same high standard of service.

Keeping customers informed reduces frustration and uncertainty. This question checks if communication was timely and transparent.

This helps assess perceived return on investment for customers. It combines satisfaction with the support's practical benefits.

An initial response sets the tone for the support experience. Fast acknowledgment can reduce customer anxiety.

Resolution time is a direct indicator of efficiency. Tracking this highlights areas that need process optimization.

This question examines workflow effectiveness. It helps identify whether support systems are well-coordinated.

Transfers can frustrate customers and prolong resolution. Reducing handovers enhances the support journey.

Timely follow-ups demonstrate attentiveness and commitment to resolution. It ensures customers feel supported throughout.

Repetition indicates process gaps or communication breakdowns. Minimizing it improves the customer experience.

Proper prioritization ensures critical issues are addressed first. This maintains service quality across varying case complexities.

Turnaround time reflects operational agility and resource allocation. It impacts customer perception of your service level.

Effective routing reduces delays and misdirection. Streamlining this enhances overall efficiency.

This gauges customer expectations for future interactions. High confidence signals strong operational performance.

Knowing preferred channels informs where to focus investments. It helps tailor support strategies to customer habits.

Live chat offers real-time assistance. Evaluating it ensures chat agents have the right tools and training.

Email support is essential for complex or non-urgent issues. This checks response quality and follow-up effectiveness.

Phone support allows direct, verbal interaction. Assessing it highlights areas for training and script improvement.

Self-service reduces support tickets and empowers customers. This measures the usefulness of FAQs and knowledge bases.

Mobile accessibility is increasingly important. This question gauges the mobile experience for on-the-go customers.

Consistency across channels builds reliability. It assesses whether customers receive uniform quality.

Seamless channel-switching improves user convenience. It prevents information loss and frustration.

This indicates channel popularity and potential growth areas. It guides staffing and platform development.

Social media has become a critical support platform. This provides insights into public responsiveness and tone.

Courtesy sets a positive tone for interactions. This highlights training needs in customer relations.

Expert agents build trust and credibility. This measures the effectiveness of product training programs.

Empathy helps customers feel understood and valued. It correlates with overall satisfaction and loyalty.

Clear communication ensures correct problem resolution. It prevents misunderstandings and repeat contacts.

Patience shows that agents value each customer. It reduces frustration, especially with complex issues.

Professionalism covers tone, language, and demeanor. It reinforces brand reputation and reliability.

Proactiveness indicates dedication beyond basic problem-solving. It often leads to higher customer delight.

Effective objection handling represents strong negotiation skills. It secures customer confidence and resolution buy-in.

Respect for time shows attention to customer schedules. It signals a customer-centric approach.

Rapport measures the quality of personal connection. Strong rapport fosters positive long-term relationships.

Positive insights highlight strengths to replicate. This guides best practices across the team.

Direct feedback pinpoints critical pain points. It helps prioritize enhancement efforts.

Feature requests fuel product and service development. They align solutions with customer needs.

User-centric improvements reduce friction. This fosters a smoother support journey.

Identifying resource gaps informs content creation. It enhances self-service and agent-assisted options.

This measures willingness to engage in continuous improvement. It forecasts participation in surveys.

Understanding triggers for support requests guides proactive measures. It helps address root causes.

Transparency builds trust and reduces frustration. This evaluates communication openness and honesty.

This gauges interest in follow-up and collaboration. It enables deeper insights from engaged customers.

An open-ended closing invites unstructured feedback. It captures insights that structured questions may miss.