Performance Review - Customer Evaluation Form Template
Enhance Your Customer Service Feedback Process
Struggling to gather actionable customer feedback on your service team? This Performance Review - Customer Evaluation Form Template is designed to help you collect valuable insights directly from your customers, ensuring your service team is continually improving. With this template, you can easily evaluate service effectiveness, identify areas for growth, and enhance customer satisfaction, streamlining the feedback process without the need for coding. Start using the live template to transform your evaluations today.
When to use this form
Use this template when you need customer input to evaluate a support agent after a chat, call, or email thread. It fits annual performance reviews, quarterly check-ins, or post-incident debriefs where you must assess responsiveness, clarity, empathy, and resolution. Managers and QA teams gain balanced evidence to coach, recognize top performers, and close skill gaps. You can pair results with the Customer service survey form for broader sentiment and with the Experience form to spot journey-level issues beyond a single interaction. Over time, the data helps set fair goals, tighten SLAs, and prove how service quality impacts churn and retention.
Must Ask Performance Review - Customer Evaluation Questions
- How quickly did we respond to your request?
Response time shapes first impressions and sets expectations for support quality. If you also measure technical cases, trends can be compared with the IT Satisfaction survey form to align staffing and SLAs.
- Did the representative resolve your issue on the first contact?
First-contact resolution reduces customer effort and costs. It highlights training needs and process gaps that block fast fixes.
- How would you rate the representative's communication and empathy?
Clear, empathetic communication de-escalates tense moments and builds trust. Scores here guide coaching on tone, clarity, and active listening.
- What could we have done to make your experience better?
Open-ended feedback uncovers obstacles that rating scales miss. It reveals specific steps you can take to remove friction and improve future interactions.
- Based on this interaction, how likely are you to recommend our support?
This loyalty question links service quality to advocacy and revenue. Tracking it over time shows whether coaching and process changes are working.
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