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Free Post Call Survey

50+ Must-Ask Post-Call Survey Questions

Surveys > Feedback

Measuring post-call satisfaction empowers you to fine-tune your support and sales processes, driving higher customer loyalty and smoother workflows. A Post Call survey is a quick, targeted questionnaire sent right after each customer interaction to capture real-time feedback on agent performance and call quality. Get started instantly with our free template preloaded with proven questions, or head over to our form builder to customize your own survey if you need more flexibility.

The support I received during the call met my needs.
1
2
3
4
5
Strongly disagreeStrongly agree
Our representative demonstrated courtesy and professionalism.
1
2
3
4
5
Strongly disagreeStrongly agree
The representative understood and addressed my issue effectively.
1
2
3
4
5
Strongly disagreeStrongly agree
Was your issue resolved to your satisfaction?
Yes
No
Partially
How would you rate the wait time before speaking with a representative?
Very short
Acceptable
Somewhat long
Very long
How likely are you to recommend our support service to others?
1
2
3
4
5
Strongly disagreeStrongly agree
What could we do to improve your experience?
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
Non-binary
Prefer not to say
Other
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Top Secrets to Crafting an Effective Post Call survey

A Post Call survey is your most direct line to honest feedback. It shines a light on first-call resolution and customer satisfaction before memories fade. Readers will learn how to frame questions that truly resonate with callers. You'll walk away ready to improve every conversation.

Understanding why a Post Call survey matters starts with the right questions. According to SQM Group, a tight set of queries can gauge satisfaction and the likelihood of recommendation. Tracking first-call resolution can boost loyalty by up to 15%. Focusing on clarity pays off fast.

Keep surveys brief and mix rating scales with open fields. Ask sample questions like "What did you value most about the call?" and "How easy was it to get your issue resolved?" This balance drives both quantitative scores and rich commentary. Integrate your flow with an Call Center Post-Call Survey to align with your support metrics.

Imagine a customer rings about a delayed shipment. You close the ticket, then cue a quick IVR touchpoint. A voice prompt asks, "Would you recommend our service?" A one-question follow-up digs deeper. That seamless handoff captures details while the experience stays fresh.

For best practices, check Verint's IVR tips. They advise limiting questions to under five and weaving in at least one open-ended prompt. This approach respects time and gathers actionable insight. Keep your script conversational to maintain engagement.

Injecting a quick poll at the end can boost response rates by up to 40%, according to Statista. Busy customers will click through if it's simple, fast, and clearly labeled. Test timing and phrasing to find the sweet spot. Then review results in real time.

Armed with these secrets, you'll craft a Post Call survey that informs training, tunes scripts, and delights customers. Start small, iterate quickly, and watch your satisfaction scores climb.

Illustration highlighting the importance and process of Post Project Feedback survey questions.
Illustration highlighting key topics in Post Project Feedback survey questions for continuous improvement

Don't Launch Your Post Call survey Until You Avoid These Common Pitfalls

Launching a Post Call survey without preparation can backfire. Surveys that drag on or ask leading questions frustrate callers and yield low-quality data. You'll see response rates plummet if people feel like they're talking to a robot. Let's pinpoint the mistakes to dodge.

Common misstep #1: Overloading with too many items. A ten-question survey might seem thorough, but callers will bail after question three. Instead, use targeted queries like "Was the agent clear and helpful?" and "What could we do better next time?" This sharp focus delivers actionable feedback without fatigue.

Another flaw is ignoring agent performance vs. system issues. If you only ask about resolution, you miss training opportunities. Tie feedback back to specific calls and coach reps on empathy, tone, and product knowledge. Integrate insights into your Customer Feedback Survey dashboard for full visibility.

Skipping device testing is a silent killer. A survey that works on desktop but fails on mobile will annoy half your respondents. Always run end-to-end tests on both iOS and Android devices before launch. Consistency across channels builds trust and lifts completion rates.

Watch out for ambiguous language. Questions like "How was your service?" are too vague. Be precise: ask "Did the resolution meet your expectations?" Use clear, conversational wording. This reduces confusion and edges out richer comments.

Consider automation to trim costs and sharpen insights. According to SQM Group, AI-driven surveys can analyze sentiment and customize follow-ups in real time. Pair that with guided prompts and your calls become learnable moments, not just checkboxes.

By avoiding these pitfalls and following data-driven tips from call center QA experts, you'll launch surveys that respect your callers and inform real change. Test, tweak, and transform every interaction into a growth opportunity.

Customer Satisfaction Questions

These questions help gauge overall sentiment and satisfaction after a call, ensuring you capture how customers truly feel about their experience. Use insights from this Customer Feedback Survey to identify strengths and areas for improvement.

  1. How satisfied are you with the outcome of your call?

    This question establishes a baseline satisfaction level and helps prioritize follow-up actions.

  2. Did our representative address your issue completely?

    This helps confirm if the call resolved the customer's primary concern or if additional support is needed.

  3. How would you rate the friendliness of the agent?

    Politeness and warmth impact satisfaction and can influence repeat business.

  4. Was the wait time acceptable before speaking to an agent?

    Long hold times can frustrate customers; this question helps measure responsiveness.

  5. Did you feel your concerns were understood?

    Understanding builds trust - lack of it can lead to negative perceptions.

  6. Would you use our service again based on this call?

    Future intent indicates if the experience met customer expectations.

  7. How clearly did the agent communicate next steps?

    Clear instructions reduce confusion and repeat contacts.

  8. How likely are you to recommend us to others?

    This Net Promoter - style question highlights brand advocacy potential.

  9. Was the call length appropriate?

    Balancing speed and thoroughness ensures efficient, yet comprehensive, support.

  10. Do you have any suggestions to improve our service?

    Open-ended feedback uncovers specific ideas customers may not volunteer otherwise.

Service Quality Questions

Focus on measuring the technical and procedural aspects of your support using this Call Center Survey . The following questions uncover potential gaps in process and service delivery.

  1. Was the information provided accurate and complete?

    Accuracy ensures trust and prevents follow-up calls for missing details.

  2. How would you rate the professionalism of the service?

    Professionalism influences brand perception and customer confidence.

  3. Were your expectations met during the call?

    Aligning outcomes with expectations is crucial for perceived quality.

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

    Identifying tech problems helps improve infrastructure and tools.

  5. How efficient was the resolution process?

    Efficiency metrics drive process improvements and resource allocation.

  6. Was the agent knowledgeable about our products/services?

    Knowledgeable support reduces errors and repeat inquiries.

  7. Did you feel the conversation was focused and relevant?

    Staying on topic respects customer time and improves experience.

  8. How would you rate the clarity of the instructions given?

    Clear instructions minimize misunderstandings and errors.

  9. Were you provided with any follow-up resources or links?

    Providing resources encourages self-service and reduces future contacts.

  10. How satisfied are you with our overall service quality?

    This question offers a summary view of perceived service excellence.

Agent Performance Questions

Evaluating agent behavior and skills is key to coaching and training initiatives in this Telephone Survey . Use these questions to highlight exemplary performance and areas for improvement.

  1. How would you rate the agent's empathy during the call?

    Empathy fosters rapport and makes customers feel valued.

  2. Did the agent listen carefully to your concerns?

    Active listening prevents miscommunication and shows respect.

  3. Was the agent patient and courteous throughout?

    Patience defuses frustration and improves the conversation atmosphere.

  4. Did the agent follow your company's guidelines and policies?

    Adherence to protocols ensures consistent service standards.

  5. How well did the agent handle your objections or questions?

    Strong objection handling indicates advanced problem-solving skills.

  6. Did the agent confirm your satisfaction before ending the call?

    Closing the loop prevents unresolved issues from lingering.

  7. How confident did the agent sound when answering your questions?

    Confidence reassures customers that they're in capable hands.

  8. Was the agent's tone appropriate and friendly?

    Tone affects customer emotions and overall satisfaction.

  9. Did the agent personalize the conversation to your needs?

    Personalization shows attentiveness and builds relationships.

  10. Would you consider this agent effective and professional?

    This summary judgment helps identify top performers.

Follow-up Intent Questions

Understanding next steps and ongoing engagement is crucial in an After Call Survey . These questions reveal customer willingness to continue interaction and suggest best follow-up strategies.

  1. Do you need any additional assistance after this call?

    This question flags customers who require extra support before closing the ticket.

  2. How likely are you to contact us again for future issues?

    Repeat-contact intent indicates loyalty and trust in your support.

  3. Would you like to receive a follow-up email summarizing the call?

    Offering summaries can reduce miscommunications and future queries.

  4. Are you interested in a proactive check-in from our team?

    Proactive outreach can boost satisfaction and prevent issues.

  5. Would you prefer chat, email, or phone for follow-up?

    Understanding channel preference ensures timely and convenient contact.

  6. Do you want to participate in future product testing or feedback sessions?

    Engaging customers in testing fosters advocacy and improves offerings.

  7. How often do you want us to check in on your account?

    Customized outreach frequency balances support with customer autonomy.

  8. Would you like to receive tips or resources related to your issue?

    Value-added content can reduce calls and enhance satisfaction.

  9. Are you open to a short satisfaction survey via email?

    Email surveys offer deeper insights without extending call time.

  10. Do you feel confident handling similar issues on your own in the future?

    Assessing self-service readiness helps plan educational outreach.

Technical Resolution Questions

These questions examine how well technical issues were managed and resolved using insights from our Post-Call Examples Survey . They're designed to refine troubleshooting and support procedures.

  1. Was your technical issue fully resolved by the end of the call?

    This question confirms resolution and identifies potential repeat calls.

  2. How effective were the troubleshooting steps provided?

    Effectiveness insights help streamline diagnostic procedures.

  3. Did the agent explain the root cause of the problem?

    Understanding causes prevents customer confusion and future issues.

  4. Was any follow-up action taken to ensure stability?

    Preventative steps demonstrate thoroughness and care.

  5. How clear were the technical instructions given?

    Clarity reduces mistakes when customers replicate steps later.

  6. Did you need to be transferred or escalated during this call?

    Tracking transfers highlights training or resource gaps.

  7. How long did it take to resolve your issue?

    Time metrics guide staffing and process efficiency improvements.

  8. Were any tools or diagnostics run on your device?

    Confirming tool usage ensures comprehensive troubleshooting.

  9. Do you feel confident the issue will not recur?

    Preventing recurrence is key to customer trust and satisfaction.

  10. Would you recommend our technical support based on this experience?

    This endorsement metric signals reputation among users with technical needs.

FAQ

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

A post-call survey template should include a mix of rating scales, yes/no and open-ended questions for clear insights. Example questions: "On a scale of 1 - 5, how satisfied were you?"; "Did we resolve your issue?"; "What can we improve?" Use this free survey guide to maximize feedback quality.

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

Design your post-call survey by combining validated scales (e.g., Likert, NPS) with concise, clear wording. Use our free survey template to group questions logically, pilot-test for clarity, and include both quantitative metrics and open text. This structured approach ensures accurate measurement of customer satisfaction across every interaction.

Why is it important to conduct post-call surveys immediately after customer interactions?

Conduct post-call surveys immediately to capture accurate feedback before customer memory fades. Immediate surveys in your survey template boost completion rates and reveal real-time satisfaction data. By sending a free survey right after each interaction, you maintain context, reduce recall bias, and address issues while they're top of mind.

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

Increase post-call survey response rates by keeping the template concise (5 - 7 questions), optimizing for mobile, and personalizing invites. Offer incentives or progress indicators in your free survey. Send timely reminders and integrate surveys into IVR or SMS channels. These best practices ensure higher engagement and richer feedback.

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

Analyze post-call survey data by segmenting responses by agent, issue type, and customer demographics. Use dashboards and key metrics like average satisfaction score and NPS trends. Compare example questions across time for root-cause analysis. Apply insights from this survey template to refine scripts, training, and call routing, boosting call center performance.

What are common challenges in implementing post-call surveys and how can they be overcome?

Common post-call survey challenges include low participation, survey fatigue, and poor question design. Overcome these by using a concise, mobile-optimized survey template, rotating example questions, and offering small incentives. Integrate surveys with CRM systems for seamless delivery. Regularly review results to refine question clarity and drive continuous improvement.

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

Post-call surveys highlight training needs by revealing patterns in low satisfaction scores and recurring service issues. Add targeted example questions in your survey template to assess agent skills in empathy, product knowledge, and resolution speed. Analyze open-ended feedback for coaching opportunities, then develop tailored training programs to address identified gaps efficiently.

What is the ideal length and format for a post-call survey to ensure meaningful feedback?

An ideal post-call survey template has 5 - 7 questions, combining a mix of rating scales and one open-ended field. Use clear, concise wording and a mobile-friendly single-page format. This structure encourages completion without survey fatigue and delivers meaningful feedback on each interaction's success.

How do post-call surveys contribute to measuring First Call Resolution (FCR) rates?

Post-call surveys contribute to measuring First Call Resolution (FCR) by directly asking customers: "Was your issue resolved on the first call?" Include this question in your survey template alongside a satisfaction rating. Track FCR rates over time, correlating with NPS and CSAT scores to identify areas for process and training improvement.

What are the key differences between post-call surveys and other customer feedback methods?

Post-call surveys differ from other customer feedback methods by capturing feedback immediately after interactions, ensuring context relevance and minimizing recall bias. Unlike broad feedback channels, this survey template focuses on the call experience with specific example questions. It yields actionable insights faster than quarterly interviews, feedback forms, or social media monitoring.

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