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Customer Experience

Multi-Channel Customer Experience Consistency Survey

Measures how consistent and satisfying your customer experience is across channels — web, app, phone, chat, and in-store — and where customers hit friction switching between them. An AI follow-up interview digs into the specific moment a channel switch broke down, surfacing detail that closed-ended ratings alone miss.

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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 few minutes to share your experience with us across the different ways you interact with us — website, app, phone, chat, in-store, etc. Your responses are completely confidential and anonymized. This will take about 5 minutes and your honest feedback helps us fix what's broken.

Q02
選択式必須

Which of these channels have you used to interact with us in the last 3 months?

  • Website
  • Mobile app
  • Phone support
  • Live chat
  • Email support
  • In-store / in-person
  • Social media
Q03
マトリクス必須

For each channel you've used, how would you rate your overall experience?

5行 × 6列
  • Website
  • Mobile app
  • Phone support
  • Live chat
  • In-store / in-person
列: Poor · Fair · Good · Very good · Excellent · Haven't used
Q04
オピニオンスケール必須

How consistent is the information and service quality you get, regardless of which channel you use?

スケール: 1 – 7
最小:Very inconsistent最大:Perfectly consistent
Q05
選択式必須

In the last 3 months, did you ever have to switch channels (e.g., start on chat, finish on the phone) to resolve the same issue?

  • Yes, and it went smoothly
  • Yes, and it was frustrating
  • No, I never had to switch
Q06
AIインタビュー

If the respondent said switching channels was frustrating or rated consistency low, reconstruct exactly what happened: which two channels were involved, what information or context was lost between them, and whether they had to repeat themselves. If they rated consistency high, probe which channel they trust most and why, and whether any channel feels like the 'weak link' even so.

Q07
ランク付け

Rank these channels from most to least preferred for getting help.

  1. Website
  2. Mobile app
  3. Phone support
  4. Live chat
  5. Email support
  6. In-store / in-person
ドラッグして順位を付ける
Q08
ポイント配分

If we had 100 points to invest in improving these channels, how would you split them based on where improvement would help you most?

  • Website
  • Mobile app
  • Phone support
  • Live chat
  • In-store / in-person
100ポイントを配分
Q09
オピニオンスケール必須

How likely are you to recommend us to a friend or colleague, based on your overall experience across channels?

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

Anything else about your experience moving between our channels that we should know?

Q11
選択式

How long have you been a customer with us?

  • Less than 6 months
  • 6 months to 1 year
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q12
選択式

What is your age range?

  • Under 25
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
  • Prefer not to say
Q13
メッセージ

That's everything — thank you! Your responses will be combined with other customers' feedback to help us close the gaps between our channels and make every way of reaching us feel like the same great experience.

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 matrix question rating experience separately for each channel used (web, app, phone, chat, in-store), not just one overall score.
  • When a respondent flags channel-switching as frustrating or rates consistency low, an AI follow-up interview automatically digs into the specific moment the handoff broke down — detail static ratings can't surface.
  • Combines a ranking question (channel preference) with a constant-sum allocation (how to invest improvement budget across channels) to give prioritization data alongside satisfaction data.
  • Closes with an NPS-style recommend question and an open long-text catch-all, so nothing about the cross-channel journey gets missed before demographic screening.

QuestionPro

Customer Multi-Mode Service Evaluation Survey Template

This is a ready-to-field template specifically built around evaluating service across multiple modes/channels, making it a direct topical match. It relies on QuestionPro's standard closed-question library rather than any conversational or adaptive probing layer. Good for quick deployment if you don't need deeper qualitative follow-up.

優れている点

  • Purpose-built for multi-channel/multi-mode service evaluation rather than generic CX
  • Backed by an established survey platform with broad distribution and reporting tools
  • Fielding-ready template, not just a guide

物足りない点

  • Static question set with no adaptive AI follow-up to probe why a specific channel switch failed
  • No automated per-response quality scoring called out
  • No voice AI interview option

SurveyMonkey

Customer Experience Survey Template & Questions

A broad, general-purpose CX template rather than one focused on cross-channel consistency or switching friction specifically. It's fielding-ready and benefits from SurveyMonkey's scale and familiarity, but the questions are generic closed-ended items you'd need to heavily customize for a multi-channel study.

優れている点

  • Widely used, easy-to-deploy general CX template
  • Backed by a large platform with established benchmarking norms
  • Simple setup for teams wanting a quick baseline CX pulse

物足りない点

  • Not designed around channel-switching moments or cross-channel consistency specifically
  • Static closed-ended format with no adaptive AI follow-up interview
  • No published methodology for how quality or sentiment is scored per response

SurveySparrow

Customer Experience Survey Template

A general CX template presented in SurveySparrow's conversational-style UI, which improves completion feel but is still a fixed script rather than an adaptive interview. It's fielding-ready but not tailored to multi-channel consistency or switch-point friction. Useful as a lightweight, engaging baseline survey.

優れている点

  • Conversational chat-style format that can boost respondent engagement
  • Fielding-ready, mobile-friendly template
  • Simple to launch for a general customer satisfaction pulse

物足りない点

  • Conversational UI is still a fixed script — no adaptive AI probing based on individual answers
  • No voice AI interview option or per-response quality scoring
  • Not structured around channel-by-channel comparison or switching moments specifically

よくあるご質問

「Multi-Channel Customer Experience Consistency 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 few minutes to share your experience with us across the different ways you interact with us — websit…」・「Which of these channels have you used to interact with us in the last 3 months?」・「For each channel you've used, how would you rate your overall experience?」。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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