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Customer Experience

SMS Customer Support Satisfaction & Channel Preference Survey

Evaluates customer satisfaction, resolution effectiveness, response time perceptions, and channel preferences for two-way SMS support interactions, providing actionable insights to optimize text-based service delivery.

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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20問・約9分
Q01
メッセージ

Thank you for participating in this survey about your experiences with two-way SMS customer support. By "two-way SMS," we mean text conversations where you and a company exchange messages to resolve a support need (not one-way marketing alerts or notifications). This survey takes approximately 10 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. All responses are confidential and will be reported only in aggregate. There are no right or wrong answers — we are simply interested in your honest opinions. Please think about your SMS support interactions from the past 6 months as you respond.

Q02
選択式

In the past 6 months, have you used two-way SMS (text messaging) for customer support?

  • Yes
  • No
  • Not sure
Q03
プルダウン

Approximately how many SMS support conversations have you had in the past 6 months?

  • 1
  • 2–3
  • 4–6
  • 7–10
  • More than 10
Q04
オピニオンスケール

Thinking about your most recent SMS support interaction, how satisfied are you with the overall experience?

スケール: 1 – 7
最小:Not at all satisfied最大:Extremely satisfied
Q05
オピニオンスケール

If you needed customer support again, how likely would you be to choose SMS?

スケール: 1 – 7
最小:Not at all likely最大:Extremely likely
Q06
自由回答（長文）

Based on your responses in this survey, what could be improved about the SMS support experience, and what worked particularly well?

Q07
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
Q08
メッセージ

Thank you for completing this survey! Your feedback will be used to improve SMS customer support experiences. If you have any questions about this research, please contact the research team.

Q09
選択式

How did your most recent SMS support conversation begin?

  • I texted the company first (using a published number or short code)
  • The company texted me first (e.g., after I requested help online)
  • I started on a website or app and it transitioned to SMS
  • A phone agent invited me to switch to SMS
  • Other (please specify)
Q10
オピニオンスケール

How easy was it to explain your issue or request via SMS?

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

On a scale of 0 to 10, how likely are you to recommend SMS support to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q12
AIインタビュー

We'd like to understand more about your SMS support experience. An AI moderator will ask a few brief follow-up questions based on your earlier answers.

Q13
プルダウン

In which country or region do you currently live?

  • United States
  • United Kingdom
  • Canada
  • Australia
  • Germany
  • France
  • India
  • Brazil
  • Mexico
  • Japan
  • Other (please specify)
Q14
選択式

What were you trying to accomplish via SMS support? Select all that apply.

  • Get a status update (order, delivery, appointment)
  • Troubleshoot a product or service issue
  • Change or cancel an order or appointment
  • Billing or payments question
  • Account verification or security check
  • Password or account access help
  • General product or service question
  • Schedule or reschedule an appointment
  • Other (please specify)
Q15
オピニオンスケール

How clear and helpful were the agent's responses?

スケール: 1 – 7
最小:Not at all clear or helpful最大:Extremely clear and helpful
Q16
ランク付け

Please rank the following support channels from most preferred (1) to least preferred (6) for resolving a straightforward issue.

  1. SMS / text messaging
  2. Phone call
  3. Live chat on website or app
  4. Email
  5. Messaging app (e.g., WhatsApp, Facebook Messenger)
  6. In-app automated assistant or chatbot
ドラッグして順位を付ける
Q17
選択式

How do you describe your gender identity?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q18
オピニオンスケール

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

スケール: 1 – 7
最小:Very poor最大:Excellent
Q19
選択式

Was your issue fully resolved through SMS?

  • Yes, completely
  • Partially
  • No
  • Not applicable
Q20
プルダウン

What was the typical response time from the support agent during your most recent SMS conversation?

  • Under 1 minute
  • 1–2 minutes
  • 3–5 minutes
  • 6–10 minutes
  • 11–30 minutes
  • More than 30 minutes
  • Not sure / it varied

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

  • Purpose-built for SMS support specifically, with a dropdown on how the recent SMS conversation was initiated and a dropdown capturing perceived agent response time — details generic support surveys don't isolate.
  • Includes a dedicated ranking question comparing SMS against other support channels (phone, email, chat, etc.), directly measuring channel preference rather than satisfaction alone.
  • Uses multiple distinct opinion-scale items (satisfaction, ease of explaining the issue via text, clarity of agent responses, courtesy) to give a granular breakdown of what drives SMS support quality, not just one overall score.
  • Adds an AI follow-up interview after the structured questions to adaptively probe respondents' open-ended SMS experiences, plus an open-text improvement question and NPS-style recommend/likely-to-reuse scales for deeper actionable insight than a static form allows.

SurveyMonkey

Customer Support Satisfaction Survey Template

A general customer support satisfaction template, not specific to SMS or channel comparison. It's a fielding-ready static form aimed at broad support-quality feedback, backed by SurveyMonkey's large template library and distribution tools.

優れている点

  • Well-established survey platform with broad distribution and analysis tooling
  • Simple, quick-to-deploy general support satisfaction template
  • Large template library for benchmarking against other survey types

物足りない点

  • No SMS-specific or channel-preference questions
  • Static question set with no adaptive AI follow-up probing
  • No published methodology or prompt transparency since it isn't AI-driven

QuestionPro

Customer Support Service Evaluation Survey Template

A general support-service evaluation template covering typical satisfaction and resolution questions. It's a static, fielding-ready form rather than an SMS-focused or adaptive interview experience.

優れている点

  • Established enterprise survey platform with analytics and reporting features
  • Covers standard service-evaluation dimensions (resolution, professionalism)
  • Part of a broad template library for quick deployment

物足りない点

  • No SMS channel focus or channel-preference ranking
  • Fixed question set with no adaptive AI follow-up interview
  • No transparent AI prompt methodology since responses aren't AI-probed

Typeform

Customer Service Satisfaction Survey Form Template

A general customer service satisfaction form using Typeform's conversational one-question-at-a-time UI. It's a static, well-designed form rather than a channel-specific or AI-adaptive survey.

優れている点

  • Polished, conversational one-question-at-a-time interface
  • Good for lightweight, high-completion general satisfaction surveys
  • Easy embedding and branding customization

物足りない点

  • No SMS or channel-preference-specific questions
  • No adaptive AI follow-up or voice interview capability, only fixed question flow
  • No automated per-response quality scoring or AI-generated analysis report

よくあるご質問

「SMS Customer Support Satisfaction & Channel Preference 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20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 experiences with two-way SMS customer support. By "two-way SMS," w…」・「In the past 6 months, have you used two-way SMS (text messaging) for customer support?」・「Approximately how many SMS support conversations have you had in the past 6 months?」。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、20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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