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すべてのテンプレート
Customer Experience

Online Complaint Handling Experience Survey

Captures how easy it was to file a complaint online, how the resolution was handled, and whether the outcome felt fair — for CX and support teams auditing digital complaint channels. An AI follow-up interview reconstructs exactly what happened during resolution, not just a satisfaction score.

このテンプレートを使うほかのテンプレートを見る

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 share your experience filing a complaint with us online. Your responses are completely confidential and anonymized. This will take about 7 minutes, and your honest feedback — good or bad — helps us fix the process.

Q02
選択式必須

Which channel did you use to submit your most recent complaint?

  • Website contact form
  • Mobile app
  • Live chat
  • Email
  • Social media
  • Phone-based online portal
Q03
選択式必須

What best describes the issue you complained about?

  • Billing or charges
  • Product defect or quality
  • Delivery or shipping problem
  • Customer service interaction
  • Account or technical issue
  • Order cancellation or refund
Q04
オピニオンスケール必須

How easy or difficult was it to actually submit your complaint online?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q05
選択式必須

What is the current status of your complaint?

  • Fully resolved
  • Partially resolved
  • Not resolved
  • Still waiting for a response
Q06
評価スケール必須

How would you rate the speed of the response to your complaint?

範囲: 1 – 5
最小:Very slow最大:Very fast
Q07
マトリクス必須

Thinking about the overall process, how much do you agree with each statement?

5行 × 5列
  • The instructions for submitting a complaint were clear
  • I received an acknowledgment within a reasonable time
  • The person or system handling my complaint understood the issue
  • I was kept informed about progress
  • The final outcome felt fair
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q08
オピニオンスケール必須

Based on how your complaint was handled, how likely are you to recommend this company to a friend or colleague?

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 after this respondent submitted their complaint: what response (if any) they got, how long it took, and whether the resolution matched what they were hoping for. If the complaint is partially resolved, not resolved, or still pending, probe specifically what is still outstanding and what would need to happen for them to consider it closed. If they rated the outcome as unfair, dig into what a fair outcome would have looked like to them.

Q10
自由回答（長文）

Is there anything else about your complaint experience you'd like us to know?

Q11
選択式

Which age range do you fall into?

  • Under 25
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
  • Prefer not to say
Q12
メッセージ

That's everything — thank you for your candor. Your responses go directly to the team working to make our complaint process faster and fairer.

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 satisfaction score with an AI follow-up interview that reconstructs exactly what happened after the complaint was submitted, not just how the respondent rated it
  • Combines structured filtering (channel used, issue type, complaint status) with an opinion scale on submission ease and a rating on response speed, so quantitative and experiential data live in one flow
  • Includes a matrix question capturing agreement across multiple resolution-process statements plus a likelihood-to-recommend measure tied specifically to how the complaint was handled
  • Closes with an open long-text question and a transparent closing message, and can auto-generate a report from responses without manual tallying

Jotform

Online Complaint Form Template

This is a static intake form for collecting complaint details, not an experience-audit survey with follow-up probing. It's built for form-building flexibility (fields, layout, integrations) rather than understanding how resolution actually unfolded. Good for capturing a complaint, not for diagnosing the complaint-handling process itself.

優れている点

  • Drag-and-drop form builder with wide integration options
  • Easy to customize fields and branding for intake purposes
  • Free-to-start template library

物足りない点

  • No adaptive follow-up questioning — every respondent sees the same static fields regardless of their answers
  • No mechanism to reconstruct the resolution process or verify what actually happened after submission
  • No published methodology or per-response quality scoring

SurveyMonkey

Online Complaint Form Template

SurveyMonkey offers a standard complaint-intake template with typical satisfaction-style questions. It's a fielding-ready survey but relies on fixed question sets and closed-ended scales rather than dynamic exploration of the resolution journey. Suited for basic tracking, not deep reconstruction of what happened.

優れている点

  • Established survey distribution and panel/reporting tools
  • Simple to launch quickly with pre-built question logic
  • Familiar analytics dashboard for aggregate trends

物足りない点

  • No adaptive AI interviewing — questions don't probe deeper based on individual responses
  • No voice-based interview option or guided screen-share tasks
  • Cannot reconstruct the specific sequence of events during resolution, only surface-level ratings

SurveySparrow

Online Complaint Form Template | For Filing Customer Complaint

SurveySparrow's conversational-style form template is designed to feel more chat-like when filing a complaint, but it remains a fixed-question format rather than a true adaptive interview. It's fielding-ready for basic complaint capture but doesn't dynamically dig into how the resolution actually played out.

優れている点

  • Conversational UI that can feel more approachable than static forms
  • Mobile-friendly, chat-style presentation
  • Pre-built template speeds up deployment

物足りない点

  • No true AI-driven adaptive follow-up — conversational styling is not the same as dynamic probing
  • No per-response quality scoring or transparent prompt methodology
  • No structured reconstruction of the post-submission resolution timeline

よくあるご質問

「Online Complaint Handling 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 share your experience filing a complaint with us online. Your responses are completely con…」・「Which channel did you use to submit your most recent complaint?」・「What best describes the issue you complained about?」。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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