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Customer Service Feedback Form Template

Enhance Your Customer Experience with Targeted Feedback

Are you struggling to understand your customers' experiences? This Customer Service Feedback Form Template helps you gather vital insights that can lead to actionable improvements. By using this template, you can streamline the feedback process, boost customer satisfaction, and build stronger relationships, ensuring that every voice is heard and valued. Capture key opinions effortlessly, gain clarity on service strengths and weaknesses, and identify areas for enhancement, all while maintaining a user-friendly, WCAG-aligned design. Start collecting feedback today and refine your customer service!

Use this Template (FREE) Live Preview
When did you contact us about this issue?
How did you primarily contact us?
Phone
Email
Live chat
In person
Social media
Mobile app
Website form
Other
Please Specify:
Did you need to contact us more than once for this issue?
Yes
No
Overall, how satisfied are you with the service you received?
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied
Was your issue resolved?
Yes
No
How easy was it to get the help you needed?
Very difficult
Difficult
Neutral
Easy
Very easy
How would you rate the representative's courtesy and professionalism?
Poor
Fair
Good
Very good
Excellent
How would you rate the representative's knowledge and ability to help?
Poor
Fair
Good
Very good
Excellent
How would you rate the clarity of communication you received?
Poor
Fair
Good
Very good
Excellent
The solution or information provided met my needs.
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
How likely are you to recommend us to a friend or colleague?
0 Not at all likely
1
2
3
4
5 Extremely likely
Please share any comments about what went well and what could be improved.
If yes, please provide your email (optional).
May we contact you about your feedback if needed?
Yes
No
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Paper art illustration depicting a customer service feedback form with design elements related to FormCreatorAI

When to use this form

Use this form right after a chat, call, email, or on-site visit, especially when you close a ticket. Support leads, QA, and product managers get clear signals to improve service. You capture wait time, agent courtesy, resolution quality, and next steps in one place. Run it during launches, staffing changes, or when scores drop to find root causes fast. If feedback points to the product itself, route those notes to the Product review form. For coaching and trend tracking, pair responses with the Performance review - customer evaluation form. The result: faster fixes, fewer repeat contacts, and customers who feel heard.

Must Ask Customer Service Feedback Questions

  1. How satisfied are you with the resolution you received today?

    This gives you an outcome score you can track over time. It also flags tickets that need follow-up or escalation.

  2. How long did you wait before getting help?

    Time to first response shapes your customers' trust. Knowing the wait helps you set service-level goals and staff the right channels.

  3. Was our representative courteous and knowledgeable?

    This separates people skills from technical skill, so you can coach the right behavior. Patterns here inform training plans and one-on-ones.

  4. Which channel did you use to contact us?

    Channel context ties satisfaction to chat, email, phone, or social. Combined with the Business survey form, you can compare service quality across teams or locations.

  5. What could we have done better?

    An open text prompt uncovers process gaps, unclear policies, or UX friction. When comments point to interface or workflow issues, send them to the Design review form.

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