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Customer Experience

Customer Complaint Resolution Experience Survey

Captures what happened when a customer raised a complaint — how easy it was to submit, how the resolution process felt, and whether it was actually fixed. An AI follow-up interview digs into the specific moment satisfaction dropped (or rose), surfacing what a closed-ended score alone would miss. Built for support, CX, and quality teams reviewing complaint handling.

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設問の例

テンプレートの内容をプレビューできます。すべての設問は公開前に自由に編集できます。

全14問・約7分
Q01
メッセージ

Thanks for taking a moment to share your recent experience with us. Your responses are completely confidential and anonymized. We'd like to understand how your complaint was handled, start to finish — this takes about 8 minutes and your honest feedback helps us fix what isn't working.

Q02
選択式必須

What was your complaint mainly about?

  • A product or service defect
  • Billing or pricing issue
  • Customer service interaction
  • Delivery or shipping problem
  • Account or technical issue
  • Other
Q03
選択式必須

How did you first submit your complaint?

  • Phone call
  • Email
  • Live chat
  • In person / at a store or branch
  • Social media
  • Website form
  • Other
Q04
オピニオンスケール必須

How much effort did it take to actually get your complaint submitted and acknowledged?

スケール: 1 – 5
最小:Very little effort最大:A great deal of effort
Q05
マトリクス必須

Thinking about how your complaint was handled, please rate how much you agree with each statement.

4行 × 5列
  • It was resolved in a reasonable amount of time
  • I was kept informed of progress along the way
  • The person handling it understood my issue
  • The outcome felt fair
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
選択式必須

What was the final outcome of your complaint?

  • Fully resolved to my satisfaction
  • Partially resolved
  • Not resolved
  • Still waiting on a resolution
  • I gave up before it was resolved
Q07
評価スケール必須

Overall, how satisfied are you with how your complaint was resolved?

範囲: 1 – 5
最小:Very dissatisfied最大:Very satisfied
Q08
オピニオンスケール必須

Based on this experience, how likely are you to recommend us to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q09
AIインタビュー

Reconstruct the specific moment in this complaint journey that most shaped the respondent's satisfaction rating — anchor on their resolution satisfaction and recommendation scores and ask what exactly happened, said, or didn't happen at that point. If the complaint was not fully resolved or they gave up, probe what would have changed the outcome and whether they've considered leaving as a customer. If satisfaction was high, find out which specific action or person made the difference so it can be reinforced.

Q10
選択式必須

How likely are you to continue doing business with us after this experience?

  • Very likely
  • Somewhat likely
  • Unsure
  • Somewhat unlikely
  • Very unlikely — I plan to stop
Q11
自由回答（長文）

Is there anything else about your complaint experience you'd like us to know?

Q12
選択式

How long have you been a customer with us?

  • Less than 6 months
  • 6 months to 2 years
  • 2 to 5 years
  • More than 5 years
  • Prefer not to say
Q13
選択式

Which age range do you fall into?

  • Under 18
  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
  • Prefer not to say
Q14
メッセージ

Thank you for walking us through your experience. Your responses go directly to the team responsible for complaint handling and will be used to fix breakdowns in the process — we take this seriously.

含まれる機能

  • AIによる深掘り

    自由回答に合わせてAIが追加で質問し、固定のフォームでは拾えない具体的な内容を引き出します。

  • 注意確認設問

    急いだ回答や質の低い回答者を除外する仕組みを標準で備えています。

  • AIが作成する設問文

    文言、設問の順序、条件分岐をAIが調査の目的に合わせて作成します。

  • 自動レポート

    回答が集まると、テーマ、引用、わかりやすい要約が自動で作成されます。

他ツールとの比較

ほかのアンケートツールで最も近いテンプレートを調べました。それぞれの優れている点と、このテンプレートがさらに踏み込んでいる点をまとめています。

このテンプレートを選ぶ理由

  • Goes beyond a satisfaction score with a dedicated AI follow-up interview that reconstructs the specific moment in the complaint journey where satisfaction shifted, surfacing context a scale or multiple-choice question would miss
  • Combines structured measurement (multiple-choice on complaint type and channel, an effort opinion scale, a matrix on how the handling was perceived, a satisfaction rating, and an NPS-style likelihood question) with open-ended and conversational elements for full-picture complaint analysis
  • Includes chat-style intro and closing messages that frame the survey conversationally and confirm responses are reviewed, plus a long-text catch-all and tenure/demographic questions for segmentation
  • Built specifically for support, CX, and quality teams reviewing complaint handling — not a generic CX or intake form — with automated per-response quality scoring and an auto-generated report on the backend

Jotform

Customer Complaint Form Template

A static, fillable form template for logging complaint details (contact info, complaint description, desired resolution) rather than a survey designed to probe the resolution experience afterward. Good for intake, but doesn't measure satisfaction, effort, or outcome once the complaint is handled. No interview or follow-up mechanism.

優れている点

  • Simple, quick-to-deploy form builder with familiar drag-and-drop customization
  • Good for capturing initial complaint intake data and routing

物足りない点

  • No adaptive or AI-driven follow-up questioning — fixed static fields only
  • Not designed to measure post-resolution satisfaction, effort, or outcome
  • No automated quality scoring or auto-generated analysis report

SurveySparrow

Customer Complaint Form Template

A conversational, chat-style complaint form template that improves on traditional static forms with a friendlier one-question-at-a-time flow. It still centers on complaint intake rather than deeply probing the resolution experience or the moment satisfaction changed. No AI-driven adaptive interviewing is indicated.

優れている点

  • Conversational, chat-like UI that feels less clinical than a static form
  • Supports basic branching logic for a more tailored respondent path

物足りない点

  • No adaptive AI follow-up interview to explore why satisfaction moved
  • No voice AI interview option or guided screen-share task capability
  • No published per-response quality scoring methodology

Typeform

Customer Complaint Form Template

Typeform's signature one-question-at-a-time conversational format works well for approachable complaint intake, but the template is built around fixed question sequences, not adaptive probing. It captures what happened but not the reasoning behind satisfaction shifts.

優れている点

  • Polished, on-brand conversational question flow with strong completion rates
  • Easy to customize visually and embed across channels

物足りない点

  • No AI-driven adaptive interview — logic is pre-set, not responsive to answer content
  • No voice interview or screen-share task options
  • No transparent prompt methodology or automated response quality scoring

SurveyMonkey

Customer Experience Survey Template & Questions

A broader customer experience survey template, not specifically built around complaint handling or resolution moments — useful as a general CX pulse check but less targeted than a complaint-specific instrument. It relies on standard closed-ended questions with SurveyMonkey's analytics layered on top.

優れている点

  • Backed by mature survey analytics and benchmarking tools
  • Broad applicability across general customer experience tracking, not just complaints

物足りない点

  • Not tailored to the complaint resolution journey specifically — no complaint-outcome or effort-to-submit questions
  • No adaptive AI follow-up interview to surface the specific moment satisfaction changed
  • No voice AI interview or guided screen-share task option

よくあるご質問

「Customer Complaint Resolution Experience Survey」テンプレートにはどのような設問が含まれていますか？

すぐに使える設問が14問含まれており、最初の設問は次のとおりです：「Thanks for taking a moment to share your recent experience with us. Your responses are completely confidential and anony…」・「What was your complaint mainly about?」・「How did you first submit your complaint?」。すべての設問は上でプレビューでき、自由に編集できます。

このアンケートの回答にはどのくらい時間がかかりますか？

回答者は通常、14問を約7分で回答し終えます。

テンプレートは編集できますか？

はい。公開前であれば、すべての設問、選択肢、順序を編集できます。設問の追加や削除のほか、調査の目的に合わせた作り直しをAIエディターに依頼することもできます。

このテンプレートは無料で使えますか？

はい。エディターで開けば、すぐに編集を始められます。お試しにアカウントは不要で、無料プランでアンケートを公開できます。

公開の準備はできましたか？

このテンプレートをエディターで開いてみてください。最初の回答者が目にする前に、すべてを自由に変更できます。

このテンプレートを使う無料で始める

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