Template Ideas

Customer service survey form

customer service survey form

Are you looking to assess the quality of your customer service?

Whether you run a small business or a large corporation, this customer service survey form is designed to help you gather valuable feedback from businesses you serve.

By understanding their experiences and expectations, you can identify areas for improvement and boost customer satisfaction. Use this form to take your customer service to the next level!

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Questions to include on your customer service survey form

1. Company Details

This section collects basic information about the company responding to the survey.

  • What is your company's name?
  • What is your company's industry? (Agriculture, Construction, Education, Finance, Health Care, Retail, Manufacturing, Technology, etc.)

2. Contact Information

We need to collect contact information for follow-up or clarification purposes.

  • What is your name?
  • What is your job title?
  • What is your email address?
  • What is your phone number?

3. Customer Service Experience

These questions aim to understand the company's overall satisfaction with your customer service.

  • How would you rate your overall satisfaction with our customer service? (Very satisfied, Satisfied, Neutral, Unsatisfied, Very unsatisfied)
  • How responsive do you find our customer service team? (Very responsive, Somewhat responsive, Neither responsive nor unresponsive, Somewhat unresponsive, Very unresponsive)
  • How knowledgeable do you find our customer service representatives? (Very knowledgeable, Somewhat knowledgeable, Neither knowledgeable nor not knowledgeable, Somewhat not knowledgeable, Not knowledgeable at all)
  • How would you rate the clarity and effectiveness of the solutions provided by our customer service representatives? (Very clear and effective, Somewhat clear and effective, Neither clear nor effective, Somewhat unclear and ineffective, Very unclear and ineffective)

Understanding the company's perception of your customer service team's responsiveness and knowledge helps you identify areas of improvement.

4. Resolution and Support

This section asks about the respondent's experience with problem resolution and support.

  • How quickly are your issues usually resolved? (Very quickly, Quickly, Average time, Slowly, Very slowly)
  • How satisfied are you with the solutions provided? (Very satisfied, Satisfied, Neutral, Unsatisfied, Very unsatisfied)

The speed of resolution and satisfaction with solutions can provide valuable insights into your customer service effectiveness.

5. Additional Feedback

This section allows the respondents to provide more detailed feedback and suggestions.

  • Please provide any additional comments or suggestions to improve our customer service.

Giving the respondents an opportunity to share their thoughts allows you to collect insights that may not have been covered by the predefined questions.

Other question ideas

When you are creating your customer service survey form, here are some additional questions you may want to consider. These won't apply in every case, but should give you some ideas as you build out your form.
  • How likely are you to recommend our customer service to a friend or colleague? (0 - Not at all likely, 10 - Extremely likely)

    • This question measures the company's Net Promoter Score (NPS) and gauges the overall loyalty towards your customer service.
  • What communication channels do you prefer when contacting our customer service? (Email, Phone, Live Chat, Social Media, In-person)

    • This insight helps to identify which communication channels are most favored by the respondents, allowing you to allocate resources and training accordingly.
  • On a scale of 1 to 5, how important is customer service to your overall satisfaction with our company?

    • This question helps to evaluate the importance of customer service as a factor in the respondent's overall satisfaction with your company.
  • Have you ever had a negative customer service experience with our company? (Yes, No)

    • This question identifies whether negative experiences have occurred, which can help you uncover potential issues and areas of improvement.

    • If yes, please briefly describe the negative experience.

      • Gaining insight into specific negative experiences can help you address and rectify those issues to prevent them from happening in the future.
  • Which aspect of our customer service do you appreciate the most?

    • This question highlights your customer service strengths, which can be used as a foundation for further improvements and staff recognition.
  • Are there any tools or technologies you believe could enhance our customer service?

    • This question helps to gather suggestions for implementing new tools or technologies that could potentially improve the customer service experience.
  • How does our customer service compare to that of our competitors? (Much better, Better, About the same, Worse, Much worse)

    • This question assesses your customer service performance in comparison to your competitors, providing valuable information for benchmarking and improvement.

Things to consider

  1. Mobile-Friendly Design - Ensure that your form is easily accessible and user-friendly on a variety of devices, including smartphones and tablets. This will make it convenient for respondents to complete the survey regardless of where they are.
  2. Clear and Concise Questions - Make sure your questions are easy to understand and to the point. This will reduce any confusion and potential misunderstandings, yielding more accurate results.
  3. Provide Context and Instructions - Offer a brief introduction and any necessary instructions, so respondents know what to expect and how to complete the survey successfully.
  4. Limit Open-Ended Questions - While it's important to provide space for additional comments and suggestions, try to keep the majority of your questions structured and focused. This will make it easier for respondents to answer and for you to analyze the results.
  5. Progress Indicator - If your survey is long or consists of multiple pages, consider adding a progress bar to show participants how far they have come and how much is left. This can improve completion rates.
  6. Use Conditional Logic - Utilize conditional logic to display only relevant questions to the respondent based on their previous answers. This can make the form appear shorter and more personalized.
  7. Test and Revise - Before launching your form, test it with a small group of people to identify any issues or areas for improvement. Gather feedback and make any necessary revisions to ensure the best possible user experience.

How to create your customer service survey form

Now that you know what questions you should include, it's time to build your form!

The only problem is that traditional forms tools are inefficient.

People will forget to fill out your form. They'll get stuck halfway and not be able to finish it. Or they'll send you the wrong stuff. You end up wasting hours chasing people down over email. 

That's why you should give Content Snare a try. 

Content Snare is packed with advanced features that will have you hours:

  • Automatic reminders - Remind people to complete their form with fully customizable reminders.
  • Reject incorrect information - If a single question is filled out incorrectly, ask your client to re-do just that one item.
  • Autosaving - No progress gets lost. People can fill out forms in multiple sittings.
  • Comments and questions - If the person filling the form gets stuck, they can ask a question without having to email you.

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