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Customer Experience

Post-Support Interaction CSAT, CES & NPS Survey

Measures customer effort, satisfaction, and loyalty immediately after a support interaction. Designed for CX teams seeking actionable CSAT, CES, and NPS benchmarks in under 3 minutes.

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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18問・約9分
Q01
メッセージ

Thank you for reaching out to our support team. We'd like to ask a few questions about your recent experience. This survey takes approximately 9 minutes. Your responses are confidential and will be reported in aggregate to help us improve our support. There are no right or wrong answers — we value your honest opinions. Participation is completely voluntary, and you may stop at any time.

Q02
選択式

Which channel did you first use to contact support for this issue?

  • Email
  • Live chat
  • Phone
  • In-app messaging
  • Social media
  • Self-service portal / Help center
  • Other
Q03
オピニオンスケール

The company made it easy for me to resolve my issue.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q04
メッセージ

We'd like to understand how the support agent(s) handled your interaction. Please rate your agreement with each statement.

Q05
オピニオンスケール

Overall, how satisfied are you with the support you received?

スケール: 1 – 5
最小:Very dissatisfied最大:Very satisfied
Q06
自由回答（長文）

What is one thing we could improve about your support experience?

Q07
選択式

Which of the following best describes your role?

  • Consumer / Individual
  • Business user
  • Team / Org admin
  • Developer / Engineer
  • Other
  • Prefer not to say
Q08
メッセージ

Thank you for taking the time to share your feedback — it directly helps us improve your support experience.

Q09
選択式

Which outcome best describes your most recent support interaction?

  • Resolved completely
  • Partially resolved
  • Not resolved yet
  • I decided not to continue
Q10
オピニオンスケール

How satisfied are you with the speed at which your issue was handled?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q11
オピニオンスケール

The support agent understood my issue.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q12
オピニオンスケール

How likely are you to recommend our support experience to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q13
AIインタビュー

We'd love to learn more about your experience. Our AI assistant will ask a couple of brief follow-up questions based on your responses.

Q14
選択式

What is your age group?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q15
プルダウン

Including the first time, how many times did you contact us about this issue?

  • 1 (this was my first contact)
  • 2
  • 3
  • 4
  • 5 or more
Q16
オピニオンスケール

The support agent was empathetic and respectful.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree
Q17
選択式

Where are you located?

  • United States
  • Canada
  • United Kingdom
  • European Union
  • Asia-Pacific
  • Latin America
  • Middle East & Africa
  • Other
  • Prefer not to say
Q18
オピニオンスケール

The support agent communicated clearly and kept me informed.

スケール: 1 – 7
最小:Strongly disagree最大:Strongly agree

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 all three core support metrics (CES, CSAT on speed, agent-level satisfaction, and NPS) in a single structured flow rather than a generic satisfaction-only form
  • Separates issue resolution effort from agent-specific empathy, clarity, and understanding, so CX teams can pinpoint whether problems are process-driven or agent-driven
  • Includes an AI follow-up interview that can probe open-ended feedback in real time, going beyond a single static 'what could we improve' text box
  • Captures contact channel, repeat-contact count, and outcome up front, giving benchmarking context (channel/repeat-contact effects on CSAT/CES) that flat satisfaction templates typically omit

SurveyMonkey

Customer Support Satisfaction Survey Template

A fielding-ready, static template focused on general support satisfaction. It's backed by SurveyMonkey's broad distribution and analytics tooling, but the question set itself appears to be a fixed satisfaction survey rather than one combining CES, CSAT, and NPS with agent-level breakdowns.

優れている点

  • Established survey platform with mature distribution and reporting tools
  • Simple, ready-to-use template requiring no build time
  • Broad brand recognition, likely easing respondent trust

物足りない点

  • Static question set with no adaptive AI follow-up probing on open-ended answers
  • No indication of separate effort (CES) vs. agent-empathy vs. loyalty (NPS) breakdown in one flow
  • No published methodology or prompt transparency for how satisfaction is scored

Jotform

200+ Customer Satisfaction Evaluation Forms

This is a category/listing page aggregating 200+ separate form templates, not a single fielding-ready CSAT/CES/NPS survey. Useful as a form-building starting point, but a researcher would need to pick and customize an individual form rather than deploy one purpose-built instrument.

優れている点

  • Large library of customizable form templates to choose from
  • Jotform's drag-and-drop builder allows quick edits to any selected form
  • Supports embedding forms across many channels/websites

物足りない点

  • Not a single ready-to-field survey — requires browsing and selecting from many generic forms
  • No built-in adaptive AI interviewing or voice-based follow-up
  • No automated per-response quality scoring or transparent scoring methodology

QuestionPro

Customer Support Service Evaluation Survey Template

A dedicated, fielding-ready support evaluation template from an established survey vendor. It likely covers standard satisfaction and service-quality questions, but as a static questionnaire it doesn't appear to include adaptive interviewing or voice-based follow-up.

優れている点

  • Purpose-built for support/service evaluation specifically
  • Backed by QuestionPro's established survey logic and reporting features
  • Likely includes standard demographic and service-quality question banks

物足りない点

  • Static multiple-choice/rating format with no adaptive AI-driven follow-up questions
  • No voice AI interview option for richer qualitative capture
  • No transparent, published prompt/scoring methodology for open-ended responses

SurveySparrow

FREE Customer Satisfaction Survey Template

A free, conversational-style CSAT template, consistent with SurveySparrow's chat-like survey UI. It's a general satisfaction survey rather than one explicitly structured around CES + agent-level breakdown + NPS in a single post-support flow.

優れている点

  • Conversational, chat-style survey format that can feel more engaging than static forms
  • Free to use, lowering the barrier to start collecting feedback
  • SurveySparrow's platform supports omnichannel distribution

物足りない点

  • No adaptive AI interview or voice AI follow-up on open-ended feedback
  • No automated quality scoring of individual responses
  • No visible integration of CES, agent-specific satisfaction, and NPS into one unified post-support instrument

よくあるご質問

「Post-Support Interaction CSAT, CES & NPS 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18問含まれており、最初の設問は次のとおりです：「Thank you for reaching out to our support team. We'd like to ask a few questions about your recent experience. This surv…」・「Which channel did you first use to contact support for this issue?」・「The company made it easy for me to resolve my issue.」。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、18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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