Customer Service Evaluation Form Template
Assess and Enhance Your Customer Service Experience
Are you struggling to understand your customers' experiences with your service? This Customer Service Evaluation Form Template is designed for businesses like yours who want to gather actionable feedback and enhance satisfaction. With this tool, you can pinpoint service strengths, identify areas for improvement, and foster employee self-evaluations, ultimately leading to higher customer loyalty and trust. You can start building your form quickly and effortlessly, thanks to our user-friendly interface.
When to use this form
This form is useful any time you want structured feedback after a support touchpoint: after a ticket closes, a live chat ends, a phone call, or an in-store help desk visit. Use it during onboarding to capture early wins and friction. Managers and QA teams can spot training needs, track response speed, and flag broken processes. Pair results with the Performance review - customer evaluation form to inform coaching. If you also need product or UX input from users, send the Software satisfaction survey form alongside this survey. For leadership views across departments, roll up insights with a Business survey form. The outcome: clearer priorities, fewer repeat contacts, and a simple evaluation tool you can run after every interaction.
Must Ask Customer Service Evaluation Questions
- How satisfied were you with the support you received today?
This gives you a clear CSAT score you can track over time and by channel. Use it to prioritize fixes that move the average most.
- Was your issue resolved on the first contact?
First contact resolution shows handoff issues, knowledge gaps, or tooling problems. Knowing yes/no lets you target training and improve workflows.
- How would you rate the agent's professionalism and empathy?
Professionalism and empathy influence loyalty as much as speed. Scores here guide coaching plans and help you reinforce the behaviors customers value.
- What is one thing we could have done better?
An open-ended prompt uncovers root causes you would miss with ratings alone. It also surfaces exact words you can reuse in training and macros.
- How likely are you to recommend our support to a colleague?
A recommendation question acts like an NPS for support quality. Track it alongside resolution time to see which changes lift advocacy.
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