Helpdesk Satisfaction Survey

About this template

The Helpdesk Satisfaction Survey is designed to gather feedback from customers regarding their experience with the helpdesk service. This survey aims to measure customer satisfaction levels, identify areas for improvement, and understand customers’ likelihood of recommending the service to others.

Survey Questions:

Introduction Message: The survey starts with a message expressing gratitude for contacting the helpdesk and requesting the customer’s feedback to enhance the service.
Speed of Response Rating: Customers are asked to rate their satisfaction with the speed of response on a scale of 1-5. This question helps assess the efficiency and timeliness of the helpdesk’s support.
Professionalism and Friendliness Rating: This question uses a Likert scale to gauge customers’ perception of the helpdesk staff’s professionalism and friendliness. It provides insights into the quality of customer service.
Issue Resolution: Customers are asked if the helpdesk resolved their issue. This question allows the helpdesk to determine their success rate in resolving customer problems.
Additional Details (Conditional): If customers respond negatively to the previous question, they are prompted to provide more details about the issue they faced. This conditional question helps gather specific feedback for improvement purposes.
Likelihood of Recommendation: Customers are asked to rate their likelihood of recommending the helpdesk service to others using a Net Promoter Score (NPS) scale from 0-10. This question helps gauge overall customer satisfaction and loyalty.
Additional Comments: Customers are given the opportunity to share any additional comments or suggestions to help the helpdesk team improve their service.
Thank You Message: The survey ends with a message expressing appreciation for completing the survey and emphasizing the importance of the customer’s feedback.