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Customer Experience

Customer Delight Moments & Drivers Survey

Measures how often and how strongly your product or service exceeds expectations, which specific drivers (speed, personalization, empathy, unexpected perks) matter most, and captures a real delight moment in the respondent's own words. The AI follow-up interview reconstructs what actually happened in that moment so you know what to replicate, not just that delight occurred.

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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11問・約6分
Q01
メッセージ

Hi! We'd love to understand the moments when (Replace with your company name) has genuinely surprised or delighted you — and the moments it hasn't. Your responses are completely confidential and anonymized. This takes about 5 minutes, and your honest answers help us do more of what works.

Q02
オピニオンスケール必須

Thinking about your experience with us over the last 3 months, how much has it exceeded your expectations?

スケール: 0 – 10
最小:Fell far short最大:Exceeded completely
Q03
選択式必須

Which of these best describes a moment that stood out to you in the last 3 months?

  • A support interaction went above and beyond what I expected
  • I received an unexpected perk, gift, or gesture
  • A product or feature worked better than I expected
  • A problem was resolved faster or more easily than I expected
  • Someone remembered a detail about me or my situation
Q04
マトリクス必須

For each of these, how did your recent experience compare to what you expected?

5行 × 5列
  • Speed of response
  • Staff friendliness and empathy
  • Personalization to my situation
  • How my problem was resolved
  • Willingness to go beyond what was asked
列: Did not happen · Fell short · Met expectations · Exceeded expectations · Truly wowed me
Q05
評価スケール必須

How likely are you to tell a friend or colleague about this experience?

範囲: 1 – 5
最小:Not at all likely最大:Extremely likely
Q06
ベスト・ワースト選択（MaxDiff）必須

Which of these matter most, and least, to whether you feel genuinely delighted by us?

  • Fast resolution of issues
  • Personalized recommendations or communication
  • Proactive updates before I have to ask
  • Unexpected rewards or perks
  • Staff empathy and friendliness
  • A seamless, effortless self-service experience
  • Consistency across every interaction
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 to my delight最も悪い:Matters least to my delight
Q07
AIインタビュー

Reconstruct the specific moment the respondent flagged as standing out (or, if they said nothing stood out, explore why). Ask exactly what happened, who was involved, what expectation it beat, and whether it felt like a one-off or something the company reliably does. If they mention a negative or disappointing moment instead, probe what would have turned it into a positive one and whether it changed how they think about the company.

Q08
選択式必須

In the last 3 months, how often has (Replace with your company name) surprised you in a good way, beyond just meeting expectations?

  • Never
  • Once
  • A few times
  • Regularly, almost every interaction
Q09
自由回答（長文）

If you could change one thing to make moments like this happen more often, what would it be?

Q10
選択式

How long have you been a customer?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q11
メッセージ

Thank you for sharing this with us! Your answers, especially that moment you described, go directly into how we design future customer experiences.

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: pairs a delight-intensity scale, a matrix comparing expectations vs. reality, and a MaxDiff ranking of specific drivers (speed, personalization, empathy, unexpected perks) so you know what actually moves the needle.
  • Captures a real delight moment in the respondent's own words, then uses an adaptive AI follow-up interview to reconstruct exactly what happened — the sequence of events, who was involved, what made it feel unexpected — not just that a 4/5 was given.
  • Includes a recommend-likelihood rating and an open-ended 'what would make this happen more often' question, giving you both a benchmark metric and concrete, actionable suggestions in the same flow.
  • Auto-generates a report from the combined structured and interview data, with transparent prompts so you can see exactly how the AI probed each respondent's story.

SurveySparrow

Customer Delight Survey Template

A directly comparable, ready-to-field template on the same 'customer delight' concept. It's a static question set you can launch as-is, likely covering satisfaction and delight-style rating questions. It doesn't appear to probe individual responses further or reconstruct specific moments.

優れている点

  • Purpose-built around the same 'delight' framing rather than generic satisfaction
  • Fielding-ready template, not just a blog guide
  • Backed by an established survey platform with distribution and reporting tools

物足りない点

  • No adaptive AI follow-up interview to reconstruct what specifically happened in a delight moment
  • No mention of a driver-ranking method (e.g., MaxDiff) to isolate which factors matter most
  • No published per-response quality scoring or transparent AI prompt methodology

QuestionPro

Service Evaluation Survey Questions + Sample Questionnaire Template

This is a service-evaluation template and question bank, adjacent to but broader than a delight-specific survey — it reads more like a sample questionnaire/guide than a single fielding-ready delight template. Useful for general service quality benchmarking rather than pinpointing standout moments.

優れている点

  • Broad library of service-evaluation questions to draw from
  • Covers general service quality dimensions, useful as a benchmarking baseline
  • Established platform with standard survey logic and reporting

物足りない点

  • Framed around general service evaluation, not specifically delight moments or driver ranking
  • Static question format with no adaptive follow-up to reconstruct a specific incident in the respondent's words
  • No transparent AI interview methodology since it isn't an AI-interview product

SurveyMonkey

Customer Satisfaction Survey Template

A general customer satisfaction template rather than one focused on delight moments or driver identification. It's fielding-ready and well suited for tracking overall CSAT, but it doesn't dig into what specifically made an experience stand out.

優れている点

  • Widely used, fielding-ready CSAT template
  • Simple, quick to deploy for baseline satisfaction tracking
  • Backed by mature survey infrastructure and benchmarking norms

物足りない点

  • No mechanism to capture or reconstruct a specific delight moment in the respondent's own words
  • No adaptive AI follow-up questioning — relies on fixed, one-shot questions
  • No driver-importance ranking (e.g., speed vs. personalization vs. empathy) built into the template

よくあるご質問

「Customer Delight Moments & Drivers 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11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 understand the moments when (Replace with your company name) has genuinely surprised or delighted you —…」・「Thinking about your experience with us over the last 3 months, how much has it exceeded your expectations?」・「Which of these best describes a moment that stood out to you in the last 3 months?」。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、11問を約6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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