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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.

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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12問・約7分
Q01
メッセージ

Thanks for taking a moment to tell us about your recent support interaction! Your responses are completely confidential and anonymized. This will take about 7 minutes and helps us coach and recognize our support team.

Q02
選択式必須

Which channel did you use to contact support this time?

  • Phone
  • Live chat
  • Email
  • Social media
  • In-app messaging
  • In person
Q03
オピニオンスケール必須

Overall, how satisfied were you with the agent who handled your request?

スケール: 1 – 5
最小:Very dissatisfied最大:Very satisfied
Q04
選択式必須

Was your issue resolved during this interaction?

  • Yes, fully resolved
  • Partially resolved
  • No, still unresolved
  • It's still being worked on
Q05
オピニオンスケール必須

How much personal effort did it take on your end to get your issue handled?

スケール: 1 – 7
最小:Very low effort最大:Very high effort
Q06
マトリクス必須

Thinking about the agent specifically, how much do you agree with each statement?

5行 × 5列
  • Listened to and understood my issue
  • Was knowledgeable about my problem
  • Communicated clearly
  • Kept me updated on progress
  • Resolved things efficiently, without unnecessary back-and-forth
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
ベスト・ワースト選択（MaxDiff）必須

When you contact support, which of these matter most to you, and which matter least?

  • Speed of resolution
  • Agent's product knowledge
  • Friendliness and empathy
  • Clear communication
  • Being kept informed of progress
  • Not having to repeat myself
  • Getting it right on the first contact
  • Follow-up after the issue is closed
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
Q08
AIインタビュー

Explore the real story behind the respondent's satisfaction and effort scores for this specific interaction: what exactly the agent did or said that stood out, and whether the issue was actually resolved to their satisfaction. If satisfaction or effort was poor, anchor on the specific moment things went wrong and what the agent could have done differently. If the issue is still unresolved, probe what 'resolved' would even look like for them. Keep it grounded in this one interaction, not support in general.

Q09
オピニオンスケール

Based on this interaction, how likely are you to continue doing business with us?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q10
自由回答（長文）

Is there anything specific the agent or our support team should know — good or bad — about this interaction?

Q11
選択式

How often have you contacted our support team in the last 6 months?

  • This was my first time
  • 2-3 times
  • 4-6 times
  • More than 6 times
  • Prefer not to say
Q12
メッセージ

That's everything — thank you! Your feedback goes directly to our support quality team and helps us coach and recognize agents.

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 in one flow — channel used, resolution status, effort, and agent-specific behavior ratings via a matrix question, not just a single satisfaction number
  • An AI follow-up interview automatically probes the real reason behind a respondent's satisfaction and effort scores instead of leaving low scores unexplained
  • Includes a max-diff question to prioritize what matters most to customers when contacting support, giving support ops a ranked view rather than just averages
  • Ends with an open long-text question inviting specific praise or concerns about the agent, plus automated quality scoring and an auto-generated report for tracking agent quality over time

SurveySparrow

Customer Support Agent Feedback Template

A ready-to-field template focused specifically on rating individual support agents, which makes it directly comparable to our template. It likely covers satisfaction and agent behavior ratings but relies on fixed question sets rather than adaptive probing. No public pricing tier for academic/nonprofit use is indicated.

優れている点

  • Purpose-built specifically for agent-level feedback, matching the use case closely
  • Likely supports conversational/chat-style survey delivery given SurveySparrow's product positioning
  • Fielding-ready template that can be deployed quickly

物足りない点

  • Static question flow with no adaptive AI follow-up to dig into the reasons behind a satisfaction score
  • No mention of automated per-response quality scoring for support ops tracking
  • No transparent prompt methodology published for any AI-assisted features

QuestionPro

Customer Support Service Evaluation Survey Template

This is a broader service-evaluation template rather than one focused tightly on a single agent interaction, but it's a reasonable comparable for support quality feedback. It appears to be a standard fielding-ready survey template with fixed questions. As with most enterprise survey tools, deeper analysis likely requires manual review or add-on modules.

優れている点

  • Enterprise-grade survey platform with broad customization options
  • Template appears to cover general service evaluation, useful for high-level CX tracking
  • Backed by QuestionPro's established survey logic and reporting tools

物足りない点

  • No adaptive AI interview to explore the 'why' behind scores — respondents only answer pre-set questions
  • No voice AI interview option or guided screen-share tasks
  • No automated per-response quality scoring built into the template itself

SurveyMonkey

Customer Service Survey Template (With Questions)

A general customer service feedback template rather than one focused specifically on a single agent interaction with follow-up prompts. It's a solid fielding-ready starting point with standard question types. Its scope is broader and shallower than our agent-specific, interaction-level template.

優れている点

  • Well-known, easy-to-use platform with broad template library
  • Likely includes standard satisfaction and effort-style questions
  • Simple to deploy for teams already using SurveyMonkey

物足りない点

  • No adaptive AI follow-up interview to probe reasons behind satisfaction or effort scores
  • No agent-specific behavioral matrix or prioritization (max-diff) question apparent
  • No automated quality scoring or auto-generated reports built for ongoing agent-quality tracking

よくあるご質問

「Customer Support Agent Interaction Feedback」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 support interaction! Your responses are completely confidential…」・「Which channel did you use to contact support this time?」・「Overall, how satisfied were you with the agent who handled your request?」。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。

このテンプレートを使う無料で始める

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