Customer care satisfaction questionnaire template

Dear customer👋

Your opinion matters to us. Please take 5 minutes to give us your feedback which will help us improve quality of our customer support and make sure you're always left with a positive experience.

We truly appreciate your insight and your time.

1. Select the customer care agent who communicated with you.

Select one answer

  • [Name 1]
  • [Name 2]
  • [Name 3]
  • [Name 4]
  • Don't know

2. What topic was your request related to?

Select one answer

  • Product function
  • Product update
  • Product warranty

3. Overall, how satisfied are you with the customer service you received?

(1 star = minimum satisfaction / 5 stars = maximum satisfaction)

4. How would you rate the customer service from the following parameters?

Select one answer in each row

  • Very satisfied
  • Rather satisfied
  • Undecided
  • Rather dissatisfied
  • Very dissatisfied

Process of resolving your request

  • Very satisfied
  • Rather satisfied
  • Undecided
  • Rather dissatisfied
  • Very dissatisfied

Time taken to resolve your request

  • Very satisfied
  • Rather satisfied
  • Undecided
  • Rather dissatisfied
  • Very dissatisfied

Attitude of the customer support agent

  • Very satisfied
  • Rather satisfied
  • Undecided
  • Rather dissatisfied
  • Very dissatisfied

Knowledge of the customer support agent

  • Very satisfied
  • Rather satisfied
  • Undecided
  • Rather dissatisfied
  • Very dissatisfied

Wait time for your questions to be answered

  • Very satisfied
  • Rather satisfied
  • Undecided
  • Rather dissatisfied
  • Very dissatisfied

5. How would you assess individual qualities of the customer care agent?

  • -2
  • -1
  • 0
  • 1
  • 2

Impatient

Patient

  • -2
  • -1
  • 0
  • 1
  • 2

Unconcerned

Enthusiastic

  • -2
  • -1
  • 0
  • 1
  • 2

Unfocused

Attentive

  • -2
  • -1
  • 0
  • 1
  • 2

Unfriendly

Friendly

  • -2
  • -1
  • 0
  • 1
  • 2

Unresponsive

Responsive

  • -2
  • -1
  • 0
  • 1
  • 2

Impolite

Polite

  • -2
  • -1
  • 0
  • 1
  • 2

Unprofessional

Professional

  • -2
  • -1
  • 0
  • 1
  • 2

Uninformed

Knowledgeable

6. What do you consider a priority when solving a request with a customer care agent?

Order from the most important to the least.

  • Information quality
  • Response speed
  • Continuous availability
  • Friendly approach
  • Professional competence

7. If necessary, will you use our customer service again in the future?

Select one answer

  • Yes
  • Maybe
  • No
  • Can't tell

8. Is there anything that can make our customer service any better?

All ideas and suggestions count.

500

9. Which of the following statements best describes you?

Select one answer

  • Choose...
    • Choose...
    • I've been your customer for less than 3 months.
    • I've been your customer for about half a year.
    • I've been your customer for about a year.
    • I've been your customer for about 2 years.
    • I've been your customer for more than 2 years.
    • I'm currently not your customer, but consider becoming one.
    • I'm currently not your customer and don’t plan to become one anytime soon.

10. How likely is it that you would recommend our company to your colleague or friend?

  • 0
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10

Not at all likely

Extremely likely

Important: Use this survey section in cases of having insufficient resources to identify your customer.

In order to better understand you as a customer and ensure the best experience when interacting with our company, we kindly ask you to answer the following demographic questions.

11. What is your gender?

Select one answer

  • Male
  • Female
  • Prefer not to say

12. What is your age?

Select one answer

  • Under 15
  • 15 - 20
  • 21 - 30
  • 31 - 35
  • 36 - 40
  • 41 - 50
  • Over 50
  • Prefer not to say

13. What is your highest education degree you've earned?

Select one answer

  • Less than high school degree
  • Apprenticeship certificate
  • High school degree or equivalent
  • Bachelor's degree
  • Master's degree
  • Doctoral degree

14. What is your employment status?

Select one answer

  • Choose...
    • Choose...
    • Employed (full-time)
    • Employed (part-time)
    • Unemployed
    • Self-employed
    • Student
    • Retired

15. Which income group does your household fall under?

Select one answer

  • Less than $20.000 / year
  • $20.000 - $30.000 / year
  • $31.000 - $40.000 / year
  • $41.000 - $50.000 / year
  • $51.000 - $60.000 / year
  • Over $60.000 / year
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Does your company provide customer service? Check the quality level. Use a customer care satisfaction questionnaire template for feedback.

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  • heads of customer services or customer support lines.

How fast is the customer service response? Do consultants convey the required information clearly? Can they accurately identify the problem from the conversation with the customer? What is the success rate of the proposed solutions? The customer care satisfaction questionnaire is designed to provide you with relevant answers to these and other questions, thanks to the evaluation you will be able to take specific steps to eliminate deficiencies and ensure maximum care for your clientele.

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