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すべてのテンプレート
Customer Experience

Help Desk & IT Support Experience Survey

Measures how easily customers or employees got their issue resolved through your help desk — first-contact resolution, effort, agent quality — for one specific support interaction. An AI follow-up interview reconstructs exactly what caused friction (or what went smoothly) so support leaders know what to fix, not just how people rated it.

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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13問・約7分
Q01
メッセージ

Thanks for taking a moment to tell us about your recent support experience! This is about the most recent time you contacted our help desk. Your responses are completely confidential and anonymized. It takes about 7 minutes and your honest feedback helps us fix real problems.

Q02
選択式必須

Which channel did you use to contact support this time?

  • Phone
  • Email
  • Live chat
  • Self-service portal or knowledge base
  • In-person / walk-up desk
  • Other
Q03
選択式必須

Was your issue resolved the first time you contacted us, or did it take more than one contact?

  • Resolved on the first contact
  • Resolved, but took multiple contacts
  • Not resolved yet
Q04
オピニオンスケール必須

Overall, how satisfied are you with how your issue was resolved?

スケール: 1 – 5
最小:Very dissatisfied最大:Very satisfied
Q05
オピニオンスケール必須

How much personal effort did it take on your part to get your issue handled (explaining things, following up, chasing status)?

スケール: 1 – 7
最小:Very little effort最大:A great deal of effort
Q06
マトリクス必須

Thinking about this support interaction, how much do you agree with each statement?

4行 × 5列
  • The agent understood my issue quickly
  • The agent communicated clearly and in plain language
  • I was kept updated on progress while I waited
  • The wait before speaking to someone was reasonable
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
評価スケール必須

How would you rate the support agent's knowledge and professionalism?

範囲: 1 – 5
最小:Poor最大:Excellent
Q08
オピニオンスケール必須

How likely are you to recommend our support team to a colleague who needs similar help?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q09
AIインタビュー

Reconstruct exactly what happened during this specific support interaction: what the issue was, what the respondent had to do to get it resolved, and where the friction (or delay) actually occurred. If they said it took multiple contacts or rated effort/satisfaction low, dig into what the agent could have done differently on that first contact. If they rated the experience highly, probe what specifically made it feel effortless so it can be replicated across the team.

Q10
選択式

Which channel would you prefer to use for a similar issue in the future?

  • Phone
  • Email
  • Live chat
  • Self-service portal or knowledge base
  • In-person / walk-up desk
  • No preference
Q11
選択式

About how often do you contact our help desk?

  • This was my first time
  • A few times a year
  • About monthly
  • Weekly or more often
  • Prefer not to say
Q12
選択式

Which best describes you?

  • Employee / internal user
  • External customer
  • Contractor or vendor
  • Other
  • Prefer not to say
Q13
メッセージ

That's everything — thank you! Your responses go straight to our support operations team and are used to improve resolution speed and agent training, not to evaluate any individual by name.

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

  • Includes a dedicated AI follow-up interview question that reconstructs exactly what happened during the specific support interaction, going beyond a single satisfaction number to uncover root causes of friction
  • Combines standard first-contact-resolution and effort metrics (opinion scale, multiple choice) with a matrix of agreement statements and an agent knowledge/professionalism rating, giving both quantitative and qualitative signal in one flow
  • Captures channel used vs. channel preferred for the future plus contact frequency and respondent type, so support leaders can segment friction points by channel and user group
  • Automatically compiles responses into a report for support operations, so the reconstructed narrative from the AI interview doesn't get lost in a spreadsheet of ratings

QuestionPro

IT Help Desk Service Support Survey + Sample Questionnaire Template

This page reads as a sample questionnaire and guide as much as a ready-to-field template, mixing example questions with explanatory content. It covers standard help desk satisfaction topics but is built on QuestionPro's traditional survey engine. Useful as a question-bank reference rather than a plug-and-play interview flow.

優れている点

  • Backed by QuestionPro's established survey platform with broad question-type support
  • Provides sample questions covering common IT support satisfaction dimensions
  • Likely customizable within a mature survey builder ecosystem

物足りない点

  • No adaptive AI follow-up interview to probe why a rating was given — respondents just answer fixed questions
  • Presented partly as a guide/sample list rather than a single deployable template, requiring setup work
  • No transparent, publishable prompt methodology since there's no AI interview component

Jotform

Help Desk Survey Form Template

A static, fielding-ready form built on Jotform's drag-and-drop form builder, suited for quick deployment and integration with Jotform's broader workflow tools. It focuses on form collection rather than conversational depth. Good for basic ticket-close satisfaction capture, not root-cause analysis.

優れている点

  • Easy to deploy quickly via Jotform's widely-used form builder
  • Integrates with Jotform's automation and notification ecosystem
  • Simple, familiar form format for respondents

物足りない点

  • No adaptive AI interview or voice interview option to reconstruct what happened during the support interaction
  • Purely a static question set with no automated per-response quality scoring
  • No mechanism to dig deeper into why an issue took multiple contacts or felt effortful

SurveyMonkey

Help Desk Template

A standard, ready-to-use static survey template from SurveyMonkey's large template library, likely covering satisfaction, resolution, and agent performance basics. It's built for quick fielding rather than deep qualitative reconstruction of an incident. Strong for benchmarking scores across many responses at scale.

優れている点

  • Backed by SurveyMonkey's large-scale distribution and benchmarking features
  • Fielding-ready template that can be launched immediately
  • Familiar, trusted survey format for respondents

物足りない点

  • No AI-driven follow-up interview to uncover the specific friction points behind a low score
  • Lacks automated per-response quality scoring or guided screen-share tasks
  • No transparent prompt methodology since it doesn't use AI interviewing at all

SurveySparrow

IT Help Desk Questionnaire Template

SurveySparrow's conversational form style makes this template feel more chat-like than a typical grid survey, which is a genuine strength for engagement. However, its conversational flow follows pre-set branching logic rather than a true adaptive AI interview that reconstructs an incident narrative. It's a ready-to-field template within their platform.

優れている点

  • Conversational, chat-style UI that can feel more engaging than static grids
  • Ready-to-field template within SurveySparrow's platform
  • Supports branching logic for some personalization

物足りない点

  • Conversational UI is not the same as an adaptive AI follow-up interview that probes based on the respondent's specific answers
  • No voice AI interview option or guided screen-share task capability
  • No automated per-response quality scoring or transparent AI prompt disclosure

よくあるご質問

「Help Desk & IT Support 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13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! This is about the most recent time you conta…」・「Which channel did you use to contact support this time?」・「Was your issue resolved the first time you contacted us, or did it take more than one 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、13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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