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すべてのテンプレート
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.

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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 experience! Your responses are completely confidential and anonymized. This will take about 7 minutes and helps our team fix what's not working.

Q02
選択式必須

Which channel did you use for your most recent support request?

  • Live chat
  • Email
  • Phone
  • Help center / self-service article
  • Social media
  • Other
Q03
オピニオンスケール必須

Overall, how easy or difficult was it to get the help you needed?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q04
選択式必須

What is the current status of the issue you contacted us about?

  • Fully resolved
  • Partially resolved
  • Not resolved
  • Still waiting on a response
Q05
マトリクス必須

Thinking about the person or resource that helped you, how much do you agree with each statement?

4行 × 5列
  • The support agent (or article) understood my issue
  • The explanation or instructions were clear
  • I was given a realistic timeline for resolution
  • The outcome met my expectations
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
オピニオンスケール必須

How satisfied are you with this support experience overall?

スケール: 0 – 10
最小:Not at all satisfied最大:Extremely satisfied
Q07
数値

How many separate times did you have to reach out before this issue reached its current status?

Q08
ランク付け

Rank these in order of what matters most to you when contacting support (most important first).

  1. Speed of response
  2. Getting it resolved correctly the first time
  3. Friendliness of the agent
  4. Ease of reaching support
  5. Being kept informed along the way
ドラッグして順位を付ける
Q09
AIインタビュー

Reconstruct exactly what happened during this support interaction: what the respondent originally asked for, what the agent or article actually did, and where the friction was if the issue wasn't fully resolved or the effort rating was low. If they gave a high satisfaction score, confirm what specifically the agent or process did right so it can be reinforced. If they rated the issue as 'still waiting,' probe how long it's been and whether they've received any updates.

Q10
自由回答（長文）

Is there anything else about this support experience you'd like us to know?

Q11
選択式

How long have you been a customer with us?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q12
メッセージ

That's everything — thank you! Your feedback goes directly to our support team and is used to improve how we help customers like 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

  • Goes beyond a single CSAT number with an AI follow-up interview that reconstructs exactly what happened during the support interaction — what the rep did, what worked, what didn't — instead of just capturing a rating.
  • Pairs objective operational data (channel used, resolution status, number of repeat contacts) with subjective measures (effort, satisfaction, and a matrix on the helper/resource) for a fuller picture of ticket quality.
  • Includes a ranking question that surfaces what customers actually prioritize in support (speed, empathy, resolution, etc.), giving CX teams a preference signal that flat rating scales miss.
  • Automated per-response quality scoring and auto-generated reports come standard, with an optional voice AI interview mode — available on a free tier or the $50/mo Business plan.

Jotform

Support Request Form Template

A static drag-and-drop form aimed at capturing support requests for internal ticket intake rather than post-resolution experience feedback. Good for structured data collection and integrations, but not built to probe how the interaction actually unfolded. Fielding-ready template, but limited to fixed fields.

優れている点

  • Easy drag-and-drop customization
  • Broad integration ecosystem for routing submissions
  • Simple to deploy for internal ops teams

物足りない点

  • No adaptive AI follow-up to probe what happened during the interaction
  • Static field set with no automated quality scoring
  • No published methodology or transparent prompt logic

SurveyMonkey

Request Form Template

A general-purpose request form template from an established survey platform, more oriented toward intake than deep post-support experience analysis. Offers solid distribution and reporting tools, but the template itself appears to be a fixed-question form rather than a CX-specific evaluation instrument.

優れている点

  • Mature survey distribution and analytics tooling
  • Familiar, trusted platform for respondents
  • Quick to launch with existing templates

物足りない点

  • No adaptive AI interviewing to dig into the specifics of a support interaction
  • No automated per-response quality scoring
  • No voice AI interview option

Typeform

Support Request Form Template

A conversational, one-question-at-a-time form that likely drives strong completion rates and a polished respondent experience. It's a static template, though, built for intake rather than reconstructing the details of a past support interaction.

優れている点

  • Clean, conversational UI that can improve completion rates
  • Strong visual/branding customization
  • Good mobile-friendly respondent experience

物足りない点

  • No adaptive AI follow-up questioning based on prior answers
  • No automated quality scoring of responses
  • No transparent prompt methodology published

QuestionPro

Customer Support Service Evaluation Survey Template

An enterprise-oriented evaluation survey covering typical CX metrics and likely offering multiple question types and reporting dashboards. It's a genuinely comparable template for support experience tracking, but appears to rely on fixed question sets rather than dynamic, AI-driven probing.

優れている点

  • Enterprise survey feature set with varied question types
  • Established reporting/dashboard capabilities
  • Built specifically for service evaluation use cases

物足りない点

  • No adaptive AI follow-up interview to reconstruct what actually happened
  • No automated per-response quality scoring
  • No voice AI interview option or transparent prompt disclosure

よくあるご質問

「Customer Support Request 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 experience! Your responses are completely confidential a…」・「Which channel did you use for your most recent support request?」・「Overall, how easy or difficult was it to get the help you needed?」。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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