QuestionPunkQuestionPunk
無料で始める
すべてのテンプレート
Customer Experience

Customer Contact & Support Channel Experience Survey

Captures how customers actually reach you for help, how easy and effective that contact was, and which channels they'd pick again — with an AI follow-up that reconstructs their most recent support interaction in detail instead of relying on vague satisfaction ratings.

このテンプレートを使うほかのテンプレートを見る

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

Hi! We'd love to hear about the last time you contacted us for help — what channel you used, how it went, and what could be better. Your responses are completely confidential and anonymized. This takes about 8 minutes and helps us improve how we support customers like you.

Q02
選択式必須

The last time you contacted us for help, which channel did you use?

  • Phone
  • Email
  • Live chat
  • Social media
  • Text/SMS
  • In-person or in-store
  • Other
Q03
選択式必須

What was the main reason for that contact?

  • Billing or payment question
  • Technical issue or troubleshooting
  • Order or shipping status
  • Product or service question
  • Complaint or dissatisfaction
  • Account changes
  • Other
Q04
オピニオンスケール必須

How easy or difficult was it to reach the right person or get the help you needed?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q05
選択式必須

Was your issue resolved during that contact?

  • Yes, fully resolved
  • Yes, partially resolved
  • No, not resolved
  • Still in progress
Q06
評価スケール必須

Overall, how satisfied were you with how that contact was handled?

範囲: 1 – 5
最小:Very dissatisfied最大:Very satisfied
Q07
マトリクス

Thinking about that same interaction, how much do you agree with each statement?

4行 × 5列
  • The representative or agent was knowledgeable about my issue
  • I felt my time was respected
  • I received a clear explanation of next steps
  • Any promised follow-up happened as expected
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q08
ベスト・ワースト選択（MaxDiff）必須

When you contact us for help, which of these matters most to you, and which matters least?

  • Speed of response
  • Knowledge of the person helping me
  • Ease of reaching the right person
  • Empathy and courtesy
  • Consistent experience across channels
  • Follow-up after the interaction
  • Minimal effort required on my part
各セットで最も良いもの・最も悪いものを選択最も良い:Matters most最も悪い:Matters least
Q09
選択式

If you needed help again, which channel would you prefer to use?

  • Phone
  • Email
  • Live chat
  • Social media
  • Text/SMS
  • In-person or in-store
  • No preference
Q10
オピニオンスケール必須

How likely are you to reach out to us again the next time you need help, rather than looking elsewhere for a solution?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q11
AIインタビュー

Reconstruct exactly what happened during the respondent's most recent contact with us: what they were trying to accomplish, what the person or system on the other end actually did, and where things went smoothly or broke down. If the issue was only partially resolved or unresolved, dig into what would have made it resolve fully. If they rated the experience poorly on ease or satisfaction, anchor on the specific moment that caused frustration rather than accepting a general complaint.

Q12
選択式

What is your age range?

  • Under 18
  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65+
  • Prefer not to say
Q13
選択式

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer to self-describe
  • Prefer not to say
Q14
メッセージ

Thank you for walking us through your experience! Your answers feed directly into a report our support team uses to fix friction points and prioritize the channels that matter most to you.

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

  • Reconstructs the respondent's actual most recent support interaction in detail through an AI follow-up interview, instead of relying on a single vague satisfaction rating.
  • Pins down the specific channel used, the real reason for contact, and whether that particular issue was resolved — not just general sentiment about 'support' overall.
  • Includes a max-diff exercise ranking what customers value most when seeking help alongside a matrix of agreement statements tied to that same recalled interaction, so priorities are grounded in a real event.
  • Tracks forward-looking channel preference and likelihood to return, letting you connect a bad recent experience directly to churn-risk signals for a specific channel.

QuestionPro

Customer Support Service Evaluation Survey Template

This is a genuinely comparable, fielding-ready survey template focused on evaluating customer support quality. It likely covers standard satisfaction and effectiveness ratings, but as a static form it depends on respondents self-summarizing their experience rather than reconstructing what actually happened. Best suited for teams wanting a quick, conventional CSAT-style support survey rather than a detailed interaction rebuild.

優れている点

  • Established survey platform with mature reporting and dashboard tooling
  • Purpose-built for support/service evaluation rather than a generic contact form
  • Likely supports standard rating and multiple-choice question types out of the box

物足りない点

  • No adaptive AI follow-up to probe or reconstruct the specifics of a respondent's actual support interaction
  • No voice AI interview option or guided screen-share tasks
  • No automated per-response quality scoring or transparent, published question-generation prompts

よくあるご質問

「Customer Contact & Support Channel 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：「Hi! We'd love to hear about the last time you contacted us for help — what channel you used, how it went, and what could…」・「The last time you contacted us for help, which channel did you use?」・「What was the main reason for that contact?」。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

関連テンプレート

似たテーマのほかの調査もご覧ください。

すべて見る
Customer Experience

Customer Support Request Experience Survey

Captures how a recent support request went — channel used, effort required, resolution status, and satisfaction — paired with an AI follow-up that digs into what actually happened during the interaction, not just the rating given. Built for support and CX teams tracking ticket quality beyond CSAT scores.

テンプレートを見る
Customer Experience

Customer Service Interaction Feedback Survey

Captures satisfaction, effort, and resolution quality right after a support interaction, plus what matters most in a good service experience. An AI follow-up interview digs into the specific moment things went well or fell apart, surfacing details a rating alone can't explain. Built for support, CX, and operations teams.

テンプレートを見る
Customer Experience

Customer Support Agent Interaction Feedback

Captures how a specific customer support interaction went — channel used, resolution, effort, and how the agent performed on key behaviors — with an AI follow-up that digs into the real reason behind the satisfaction score, not just the number. Built for support ops and CX teams tracking agent quality over time.

テンプレートを見る
Customer Experience

Website Contact Experience Survey

Captures how easily visitors find, use, and hear back from your website's contact channels — form, email, chat, or phone — with an AI follow-up that digs into the specific moment things got confusing or slow.

テンプレートを見る
Customer Experience

Web Customer Service Experience Evaluation

Evaluates a recent online support interaction — channel used, resolution, effort, and satisfaction — for teams running live chat, email, or chatbot support. An AI follow-up interview digs into what actually happened during the contact so low scores come with a specific, fixable story instead of just a number.

テンプレートを見る
Customer Experience

Social Media Customer Support Experience Survey

Measures how well your brand's support holds up on social channels — response speed, resolution, agent tone — for customers who reached out via Twitter/X, Facebook, Instagram, or DM. An AI follow-up reconstructs the actual conversation thread to surface what closed loops fast and what left customers hanging.

テンプレートを見る