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すべてのテンプレート
Customer Experience

Post-Support CSAT & Resolution Quality Survey

Measures customer satisfaction, resolution effectiveness, agent performance, and customer effort after a support interaction to identify actionable service improvements.

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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19問・約9分
Q01
メッセージ

Thank you for taking a few minutes to share feedback about your recent support experience. This survey takes approximately 9 minutes to complete. Your participation is voluntary and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. Your responses are confidential and will be reported only in aggregate to help us improve our support services.

Q02
プルダウン

When did you most recently contact support about this issue?

  • Within the past 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–60 days ago
  • More than 60 days ago
Q03
選択式

Is your issue resolved at this point?

  • Yes, fully resolved
  • Partially resolved
  • Not resolved yet
Q04
オピニオンスケール

Overall, how satisfied are you with your support experience?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q05
メッセージ

The following questions are about the support agent you interacted with. If you did not interact with a live agent, you may skip this section.

Q06
自由回答（長文）

Based on your recent support experience, is there anything else you'd like to share about what went well or what could be improved?

Q07
プルダウン

What is your age group?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
メッセージ

Thank you for completing this survey. Your feedback is valuable and will be used to improve our support experience. Your responses are confidential and will be reported only in aggregate.

Q09
選択式

What was the primary reason you contacted support?

  • Order status
  • Return or exchange
  • Product defect or damage
  • Billing or charge issue
  • Shipping or delivery
  • Account or sign-in
  • Promo code or gift card
  • Other
Q10
選択式

Was your issue resolved on your first contact with support?

  • Yes
  • No
  • Not applicable / Don't remember
Q11
オピニオンスケール

How satisfied are you with how quickly your issue was addressed?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q12
オピニオンスケール

How would you rate the agent's professionalism and courtesy?

スケール: 1 – 7
最小:Very poor最大:Excellent
Q13
AIインタビュー

We'd like to understand your experience in more detail. An AI moderator will ask you a couple of brief follow-up questions about your support interaction.

Q14
選択式

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
選択式

Which support channels did you use for this issue? (Select all that apply)

  • Email
  • Live chat
  • Phone
  • In-app messaging
  • Social media
  • Help center / self-service
  • Other
Q16
オピニオンスケール

How easy or difficult was it to get your issue resolved?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q17
オピニオンスケール

How would you rate the agent's knowledge and ability to help?

スケール: 1 – 7
最小:Very poor最大:Excellent
Q18
プルダウン

In which region do you currently reside?

  • Africa
  • Asia
  • Europe
  • North America
  • South America
  • Oceania
  • Prefer not to say
Q19
オピニオンスケール

How would you rate the clarity of the agent's communication?

スケール: 1 – 7
最小:Very poor最大:Excellent

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

  • Combines resolution and effort metrics (first-contact resolution, ease of resolution, satisfaction with speed) alongside dedicated agent-performance ratings on professionalism, knowledge, and communication clarity in a single flow.
  • Includes an AI follow-up interview segment that can probe open-ended feedback in more depth than a static open-text box, while still offering a traditional open-text question for anyone who skips it.
  • Captures channel usage and contact reason up front, so low CSAT or low-effort scores can be segmented by channel, reason, and demographics (age, gender, region) for root-cause analysis.
  • Uses transparent, fixed opinion-scale questions for core metrics (satisfaction, speed, effort, agent ratings) so results stay comparable across respondents, while reserving adaptive questioning for the qualitative follow-up only.

QuestionPro

Customer Support Service Evaluation Survey Template

A ready-to-field static survey template focused on evaluating support service quality, comparable in scope to our CSAT template. It likely covers satisfaction and service-quality ratings but relies on fixed question sets rather than adaptive probing. QuestionPro is a mature survey platform with broad question-type support and reporting/dashboard features.

優れている点

  • Purpose-built template specifically for customer support evaluation
  • Backed by an established survey platform with reporting and analytics tooling
  • Likely customizable with standard question types (rating scales, multiple choice, etc.)

物足りない点

  • No adaptive AI follow-up interviewing — all questions are pre-set and identical for every respondent
  • No voice AI interview option for capturing verbal feedback
  • No published per-response automated quality scoring or transparent prompt methodology

SurveyMonkey

Customer Satisfaction Survey Template For Financial Services

This is a CSAT template built specifically for financial-services companies, so its question wording and scope are narrower and more industry-specific than a general post-support survey. It's a fielding-ready static template on a well-known survey platform, but not designed around support-resolution or agent-performance metrics the way ours is. Useful mainly as a reference point rather than a direct competitor for general support CSAT.

優れている点

  • Backed by SurveyMonkey's large-scale survey infrastructure and distribution tools
  • Pre-written questions tailored to a specific vertical (financial services)
  • Established benchmarking and reporting features across responses

物足りない点

  • Vertical-specific (financial services) rather than a general support-resolution/CSAT template
  • Static question flow with no adaptive AI follow-up or voice interview capability
  • No automated per-response quality scoring or transparent prompt visibility

SurveySparrow

Customer Support Agent Feedback Template

Focused specifically on rating individual support agents, this template overlaps with the agent-performance section of our survey but doesn't appear to cover broader resolution or effort metrics. SurveySparrow markets conversational-style surveys, which can feel more engaging than plain forms, though the underlying questions are still fixed and scripted. It's a fielding-ready template aimed at internal feedback/employee-adjacent use cases rather than end-to-end CSAT.

優れている点

  • Conversational survey format that can feel more engaging than a plain form
  • Template specifically scoped to agent-level feedback
  • Part of a broader employee/CX feedback template library

物足りない点

  • Narrower scope (agent feedback only) versus a full resolution + effort + agent + demographics survey
  • No adaptive AI-driven follow-up questions or voice AI interview option
  • No automated quality scoring per response or published prompt transparency

よくあるご質問

「Post-Support CSAT & Resolution Quality 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19問含まれており、最初の設問は次のとおりです：「Thank you for taking a few minutes to share feedback about your recent support experience. This survey takes approximate…」・「When did you most recently contact support about this issue?」・「Is your issue resolved at this point?」。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、19問を約9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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