Customer Service Survey
A targeted survey focused on understanding the customer's experience with the service provided and identifying areas for improvement.
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About this template
The Customer Service Survey is engineered to scrutinise the nuances of a customer’s encounter with your service team. Every interaction between your customers and support team shapes their perception of your brand, and this survey assists in identifying the strengths and areas for growth.
Starting with a CSAT measure, the survey intends to get an immediate sense of the customer’s overall satisfaction. The inclusion of the communication channel in the survey helps in identifying if any particular channel needs improvements.
The Likert scale questions are pivotal, focusing on the comprehension of the customer’s issues and the resolution time. Such detailed insights pave the way for refining training processes and resource allocation in customer service.
The conditional text question offers customers an outlet to delve deeper into any unresolved issues, which is crucial for frontline teams to rectify and learn from. Concluding with an NPS ensures an understanding of the broader sentiment and potential for brand advocacy.
How to get the best results with this template:
- Act promptly on feedback, especially those indicating unresolved issues.
- Integrate this survey at the closure of support tickets for real-time insights.
- Regularly train your team based on the feedback to elevate the overall customer experience.