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Customer Service Survey Form Template

Enhance customer satisfaction with insightful feedback

Struggling to gauge your customer's experience? This customer service survey form template is designed for businesses like yours that want to improve customer satisfaction. By using this customizable template, you can easily gather and analyze valuable feedback, discover areas for improvement, strengthen customer loyalty, and boost your overall service quality. Plus, with WCAG-aligned labels, you ensure accessibility for all. Start leveraging insights today with our live template!

Use this Template (FREE) Live Preview
Which channel did you use to contact us?
Phone
Email
Live chat
In person
Social media
Help center/self-service
Other/Not sure
What was the main reason for contacting us?
Account or billing
Order or delivery
Technical issue
Product or service information
Cancellation or returns
Feedback or complaint
Other
Please Specify:
Overall, how satisfied are you with the support you received?
Very dissatisfied
Dissatisfied
Neutral
Satisfied
Very satisfied
How easy was it to get the help you needed?
Very difficult
Difficult
Somewhat difficult
Neither easy nor difficult
Somewhat easy
Easy
Very easy
Was your issue resolved?
Yes
Partially
No
Not applicable
How would you rate the agent's professionalism?
Poor
Fair
Good
Very good
Excellent
The communication about next steps and timelines was clear.
Strongly disagree
Disagree
Neither agree nor disagree
Agree
Strongly agree
How likely are you to recommend our customer support to a friend or colleague?
0 Not at all likely
1
2
3
4
5 Extremely likely
Which improvements would have made your experience better? (Select all that apply)
Please Specify:
Please share any additional comments for our support team.
Email for follow-up (optional)
May we contact you about your feedback if needed?
Yes
No
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Colorful paper art illustration depicting a customer service survey form template with feedback icons and checkboxes

When to use this form

Use this template right after live chat, phone support, email tickets, or in-app help. It fits post-purchase issues, onboarding questions, renewals, and escalations. Support leaders and QA see where workflows break, while product and training teams learn what to fix first. You get fast signals on wait time, clarity, and resolution so you can shorten handle time, raise CSAT, and prevent churn. Pair it with the Customer service evaluation form to coach agents on specific interactions. For broader people reviews, tie results to the Performance review - customer evaluation form.

Must Ask Customer Service Survey Questions

  1. On a scale of 1-5, how satisfied are you with the support you received today?

    This quick CSAT score gives you a clear read on overall satisfaction. It tracks trends by channel and agent, so you can spot dips early and act.

  2. Was your issue fully resolved today?

    A clear yes/no on resolution shows whether you delivered the outcome that matters. If many say no, you can trigger follow-ups and fix broken steps.

  3. How easy was it to get help today?

    Effort often predicts loyalty better than satisfaction alone. Low scores point to friction you can remove in queues, handoffs, or knowledge articles.

  4. How would you rate the professionalism and empathy of our agent?

    Professionalism and empathy shape how customers remember the interaction. These ratings guide targeted coaching and recognition for your team.

  5. What is one thing we could do to improve your next experience?

    Open-text feedback surfaces the why behind the scores and gives you specific fixes. You can compare themes with the Market analysis form to align service with customer expectations.

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