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すべてのテンプレート
Customer Experience

Service Timeline & Status Communication Feedback Survey

Measures customer perceptions of ETA clarity, status update frequency, and service commitment communication following a recent service interaction. Use to identify communication gaps that drive escalations and erode trust.

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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21問・約10分
Q01
メッセージ

Thank you for participating in this survey about your recent service experience. We'd like to understand how clearly timelines, status updates, and service commitments were communicated to you. This survey takes approximately 10 minutes. Your participation is entirely voluntary, and you may stop at any time. All responses are confidential and will be reported in aggregate only. There are no right or wrong answers—we simply value your honest feedback.

Q02
選択式

Which type of interaction are you recalling for this survey?

  • Delivery or order fulfillment
  • Support ticket
  • Service appointment or field visit
  • Billing or account change
  • Onboarding or implementation
  • Other (please specify)
Q03
オピニオンスケール

How clear was the initial ETA or time target you were given?

スケール: 1 – 7
最小:Not at all clear最大:Extremely clear
Q04
オピニオンスケール

How accurate was the communicated ETA compared to the actual timing of your interaction?

スケール: 1 – 7
最小:Not at all accurate最大:Extremely accurate
Q05
選択式

Which channels do you prefer for receiving ETAs and status updates? Select all that apply.

  • Email
  • SMS / text message
  • Mobile app push notification
  • In-app or web portal
  • Phone call
  • Live chat
  • WhatsApp or similar messaging app
  • Other (please specify)
Q06
オピニオンスケール

Overall, how satisfied are you with the way ETAs and status updates were communicated during this interaction?

スケール: 1 – 7
最小:Not at all satisfied最大:Extremely satisfied
Q07
選択式

Are you using our service as an individual or on behalf of a business?

  • Individual / personal use
  • Business / on behalf of a company
  • Both
  • Prefer not to say
Q08
メッセージ

Thank you for your time. Your feedback will directly help us improve how we communicate timelines, status updates, and service commitments.

Q09
選択式

Were you given an estimated time of completion or a target resolution time for this interaction?

  • Yes
  • No
  • Not sure / don't recall
Q10
オピニオンスケール

How satisfied were you with how often you received status updates during this interaction?

スケール: 1 – 7
最小:Not at all satisfied最大:Extremely satisfied
Q11
プルダウン

Based on what you were told, how did the actual timing compare with the service commitment or deadline you were given?

  • Completed ahead of the commitment
  • Met the commitment
  • Missed the commitment by less than 24 hours
  • Missed the commitment by 1–3 days
  • Missed the commitment by more than 3 days
  • No service commitment was provided
  • Not sure
Q12
オピニオンスケール

How likely are you to recommend our service to a colleague or friend based on this experience?

スケール: 1 – 7
最小:Not at all likely最大:Extremely likely
Q13
プルダウン

Which region are you primarily located in?

  • North America
  • Europe
  • Asia-Pacific
  • Latin America
  • Middle East / Africa
  • Other or multiple regions
  • Prefer not to say
Q14
オピニオンスケール

How easy was it to find the current status of your interaction when you needed it?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q15
選択式

Did the status updates you received reference your service commitment or target deadline?

  • Yes, consistently
  • Yes, at least once
  • No
  • Not applicable
Q16
自由回答（長文）

Based on your experience, what would have made ETAs and status updates clearer or more helpful?

Q17
プルダウン

What is your age group?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q18
オピニオンスケール

How clear was the communication about what the next steps would be?

スケール: 1 – 7
最小:Not at all clear最大:Extremely clear
Q19
選択式

If the ETA changed, how was the change communicated to you?

  • Proactively before the original ETA
  • At the time of the change
  • After the original ETA had passed
  • I was not informed of the change
  • The ETA did not change
  • Not sure
Q20
AIインタビュー

We'd like to understand more about your experience with how timelines and updates were communicated. Please share your thoughts, and we may ask a couple of follow-up questions.

Q21
オピニオンスケール

How clear was the communication about who to contact if you had questions?

スケール: 1 – 7
最小:Not at all clear最大:Extremely clear

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 structured opinion-scale questions (ETA clarity, update frequency, next-steps clarity, contact clarity, ETA accuracy) with an AI follow-up interview question that adaptively probes why respondents felt updates were unclear or ETAs were missed, rather than stopping at a static rating.
  • Includes specific branching logic questions (e.g., how an ETA change was communicated, whether updates referenced the original commitment) that isolate exactly where communication breaks down, not just overall satisfaction.
  • Pairs quantitative diagnostics (opinion scales, dropdown on actual-vs-communicated timing, NPS-style recommend question) with open-text and AI-interview follow-up for root-cause detail in the same flow.
  • Every question's intent is transparent and the survey auto-generates a report, so teams can act on findings without manually coding open-ended responses.

SurveyMonkey

Customer Service Survey Template (With Questions)

A general-purpose customer service feedback template rather than one focused on timeline, ETA, or status-update communication specifically. It's a fielding-ready static form backed by a large, established survey platform with strong panel and benchmarking infrastructure. Useful as a broad service-satisfaction baseline but not built to isolate ETA/communication gaps.

優れている点

  • Backed by a mature, widely-used survey platform with strong distribution and analytics tooling
  • Pre-built generic customer service questions ready to deploy quickly
  • Established benchmarking data across many industries

物足りない点

  • Static question set with no adaptive AI follow-up to probe unclear or negative ETA/communication responses
  • No voice AI interview or guided screen-share task option
  • No published methodology for how questions were validated, and no automated per-response quality scoring

SurveySparrow

Customer Service Feedback Survey Template

A conversational-style, generic customer service feedback template rather than one purpose-built around timeline clarity or status-update cadence. It offers a chat-like respondent experience but the flow is still a fixed script, not a dynamically adapting interview. Good for quick, friendly satisfaction pulses rather than root-cause communication diagnostics.

優れている点

  • Conversational, chat-style UI that may increase completion rates
  • Quick-to-deploy generic customer service template
  • Mobile-friendly presentation format

物足りない点

  • No true adaptive AI interviewing — the conversational tone is a UI style, not a dynamic follow-up mechanism
  • No voice AI interview option or guided screen-share task
  • No automated per-response quality scoring or transparent prompt methodology

Typeform

Customer Service Feedback Form Template

A polished, generic customer service feedback form rather than a template targeting ETA clarity or status communication specifically. Typeform's product is known for clean UX and conditional logic branching, making it easy to build a pleasant-feeling form. It remains a fixed-question form, not an interview that adapts based on what a respondent says.

優れている点

  • Well-known for clean, high-conversion form design and branching logic
  • Easy to customize visually for brand consistency
  • Simple to deploy for quick feedback collection

物足りない点

  • No adaptive AI-driven follow-up interview capability — logic is pre-set, not generated from responses
  • No voice AI interview or guided screen-share task option
  • No automated quality scoring of individual responses or auto-generated analytical report

よくあるご質問

「Service Timeline & Status Communication Feedback 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21問含まれており、最初の設問は次のとおりです：「Thank you for participating in this survey about your recent service experience. We'd like to understand how clearly tim…」・「Which type of interaction are you recalling for this survey?」・「How clear was the initial ETA or time target you were given?」。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、21問を約10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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