Q01
メッセージ
すべてのテンプレートCustomer Experience
Customer Service Representative Evaluation Survey
Measures how a specific customer service interaction went — channel used, resolution outcome, and how the representative came across on knowledge, courtesy, and communication — with an AI follow-up that reconstructs exactly what happened during the interaction when something went wrong. Built for support and CX teams scoring individual reps or interactions.
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12問・約7分
Q02
選択式必須
How did you contact customer service for this interaction?
- Phone
- Live chat
- Social media
- In person
- Mobile app
Q03
オピニオンスケール必須
Overall, how satisfied were you with the representative who helped you?
スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q04
マトリクス必須
How would you rate the representative on each of the following?
5行 × 5列
- Knowledge of your issue or product
- Courtesy and friendliness
- Clarity of communication
- Speed in addressing your request
- Ownership of the problem until it was handled
列: Poor · Fair · Good · Very good · Excellent
Q05
選択式必須
Was your issue resolved during this interaction?
- Yes, fully resolved
- Partially resolved
- Not resolved
- It wasn't an issue that needed resolving
Q06
オピニオンスケール必須
Based on this interaction, how likely are you to recommend our company to a friend or colleague?
スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q07
AIインタビュー
Reconstruct exactly what happened in this interaction: what the customer needed, how the representative responded, and the specific moment that drove the satisfaction score they gave. If the issue was partially resolved or not resolved, dig into what the representative said or did (or didn't do), whether they set expectations about next steps, and what a fully resolved outcome would have looked like. If satisfaction was high, pin down the one thing the representative did that made the biggest difference so it can be reinforced with the team.
Q08
選択式
How long did it take to get your issue addressed, from first contact to resolution (or the point you gave up)?
- Under 5 minutes
- 5-15 minutes
- 15-30 minutes
- More than 30 minutes
- Still unresolved
Q09
自由回答（長文）
Is there anything else about this interaction — good or bad — you'd like us to know?
Q10
選択式
Which age range best describes you?
- Under 25
- 25-34
- 35-44
- 45-54
- 55-64
- 65 or older
Q11
選択式
How would you describe your gender?
- Woman
- Man
- Non-binary
Q12
メッセージ
That's everything — thank you for sharing your experience! Your feedback is routed directly into representative coaching and recognition, and never affects your account or support access.
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
- Captures the full interaction context — channel used, resolution outcome, and time-to-resolution — alongside satisfaction and likelihood-to-recommend scores
- Includes a matrix question scoring the representative specifically on knowledge, courtesy, and communication, not just overall satisfaction
- Adds an AI follow-up interview that reconstructs exactly what happened in the interaction when something went wrong, going beyond a static open-text box
- Pairs quantitative rep scoring with open-ended feedback and demographic questions, giving CX teams both structured metrics and qualitative detail for coaching
QuestionPro
Customer Service Representative Survey Questions + Sample Questionnaire TemplateThis page is framed largely as a questions guide with a sample questionnaire attached, rather than a single ready-to-field survey. It covers similar ground — rep evaluation dimensions and resolution — but leans more educational than QuestionPunk's structured template.
優れている点
- Provides sample question wording and guidance for building a rep evaluation survey
- Backed by an established, full-featured survey platform with broad question-type support
物足りない点
- Presented as a static questionnaire/guide rather than an adaptive interview experience
- No mechanism for reconstructing what happened in a specific negative interaction beyond a text comment
Jotform
Customer Service Evaluation Form TemplateA ready-to-use, customizable form built on Jotform's drag-and-drop form builder, geared toward quick deployment and design flexibility. It's a static evaluation form rather than a conversational or adaptive survey experience.
優れている点
- Easy visual customization via Jotform's form builder
- Quick to deploy as a standalone web form or embed
物足りない点
- Fixed question set with no adaptive follow-up when a response indicates a problem
- No voice interview option or automated per-response quality scoring
SurveyMonkey
Customer Service Survey Template (With Questions)A standard, methodologically-informed template from an established survey platform, with pre-written questions for gauging customer service quality. It's a fixed-format questionnaire without any conversational or adaptive component.
優れている点
- Backed by SurveyMonkey's mature survey infrastructure and analytics/reporting tools
- Pre-written questions designed with general survey best practices in mind
物足りない点
- No adaptive AI follow-up to dig into what specifically happened during a poor interaction
- No voice interview mode or transparent, inspectable AI prompt logic
SurveySparrow
Customer Service Feedback Survey TemplateSurveySparrow offers a conversational-style survey template, which reads more naturally than a typical form, but the flow is still a pre-set sequence of questions rather than a dynamic interview. It's a reasonable option for teams wanting a chat-like feel without true adaptive branching.
優れている点
- Conversational, chat-style question flow that feels more engaging than a plain form
- Template geared toward marketing/CX teams collecting service feedback
物足りない点
- Conversational styling is not the same as adaptive AI probing — question sequence is still fixed, not dynamically generated per response
- No automated quality scoring of individual responses or transparent prompt methodology
よくあるご質問
「Customer Service Representative Evaluation 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12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 tell us about your recent customer service experience! This helps us coach and recognize o…」・「How did you contact customer service for this interaction?」・「Overall, how satisfied were you with the representative who helped you?」。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、12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。
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