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すべてのテンプレート
Customer Experience

Social Media Customer Support Experience Survey

Measures how well your brand's support holds up on social channels — response speed, resolution, agent tone — for customers who reached out via Twitter/X, Facebook, Instagram, or DM. An AI follow-up reconstructs the actual conversation thread to surface what closed loops fast and what left customers hanging.

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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13問・約7分
Q01
メッセージ

Thanks for taking a moment to share your experience reaching out to us on social media! Your responses are completely confidential and anonymized. This will take about 7 minutes and helps us fix what's not working.

Q02
選択式必須

Which social platform did you use to contact us?

  • Twitter/X
  • Facebook
  • Instagram
  • WhatsApp
  • TikTok
  • Other
Q03
選択式必須

What was the main reason you reached out?

  • Billing or payment issue
  • Technical problem or bug
  • Order or shipping status
  • Complaint about product/service
  • General question
  • Other
Q04
オピニオンスケール必須

How satisfied were you with how quickly we first responded to your message?

スケール: 1 – 5
最小:Very dissatisfied最大:Very satisfied
Q05
評価スケール必須

Overall, how would you rate how your issue was resolved?

範囲: 1 – 5
最小:Very poor最大:Excellent
Q06
オピニオンスケール必須

How easy or difficult was it to get your issue resolved through social media support?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q07
マトリクス必須

Thinking about the person or team who helped you, how much do you agree with each statement?

4行 × 5列
  • They understood my issue quickly
  • They were friendly and professional
  • They kept me updated on progress
  • They followed up to confirm the issue was fixed
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q08
選択式必須

Was your issue fully resolved?

  • Yes, fully resolved
  • Partially resolved
  • No, not resolved
  • Still ongoing
Q09
AIインタビュー

Reconstruct exactly what happened in this respondent's social media support conversation: what they asked for, how the agent responded, and whether it required switching to another channel (phone, email, in-app chat) to get resolved. If the issue was not fully resolved or still ongoing, probe specifically what broke down — slow replies, being passed between agents, wrong information, or no follow-up — and what would have fixed it in that moment.

Q10
オピニオンスケール必須

Based on this support experience, how likely are you to recommend our company to a friend or colleague?

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q11
選択式

Would you contact us through social media again for future issues?

  • Yes, definitely
  • Maybe, depends on the issue
  • No, I'd use a different channel
Q12
選択式

What is your age range?

  • Under 18
  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65+
  • Prefer not to say
Q13
メッセージ

That's everything — thank you for the honest feedback! Your responses go directly to the team that manages our social support channels to help us respond faster and resolve issues in fewer steps.

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

  • Includes an AI follow-up interview that reconstructs the actual social media conversation thread, surfacing exactly what closed loops fast and what left customers hanging
  • Covers the full journey — platform used, reason for contact, response-speed satisfaction, resolution rating, and a matrix on agent conduct — rather than a single generic satisfaction score
  • Automated per-response quality scoring and auto-generated reports turn open-ended feedback into actionable insight without manual read-through
  • Transparent prompts mean you can see exactly what the AI asked and why, unlike static form builders

Jotform

Social Support Survey Form Template

A ready-to-field static form template specifically framed around social media support experiences, which is a direct topical match. It relies on fixed multiple-choice and rating questions rather than any dynamic follow-up, so nuance in a customer's story has to be captured through predefined fields. Customization is drag-and-drop, which is convenient for quick edits but doesn't adapt in real time to what a respondent says.

優れている点

  • Purpose-built for social media support feedback, so questions are contextually relevant out of the box
  • Drag-and-drop form builder allows fast customization of fields and branding
  • Part of a large established template library, suggesting broad testing across use cases

物足りない点

  • Static question set with no adaptive AI follow-up to reconstruct what actually happened in a conversation
  • No automated quality scoring of open-ended responses — analysis is manual
  • No voice interview option for respondents who prefer speaking over typing

SurveyMonkey

Social Support Survey Template

A directly comparable template addressing social media support satisfaction, backed by SurveyMonkey's mature survey infrastructure and analytics dashboards. Like most template-based tools, it is built on fixed question logic (skip logic at best), not conversational follow-up. Reporting is strong for aggregate stats but doesn't reconstruct individual support threads.

優れている点

  • Established survey platform with reliable distribution and response-collection tools
  • Built-in analytics and benchmarking features for aggregate trend reporting
  • Large template library suggests the survey has been refined against common use patterns

物足りない点

  • No adaptive AI interview to probe deeper into a specific respondent's unresolved issue
  • No mechanism to reconstruct the actual back-and-forth conversation a customer had with support
  • No published methodology on how questions were validated or scored

QuestionPro

Customer Support Service Evaluation Survey Template

This is a general customer support evaluation template rather than one specifically built around social media channels (Twitter/X, Facebook, Instagram, DMs), so it's a broader but still relevant comparison. It offers standard satisfaction and resolution questions typical of CX survey tools. As a static template, it would need manual editing to address social-specific nuances like platform choice or public vs. private thread handling.

優れている点

  • Covers general support-quality dimensions like resolution and agent performance
  • Backed by QuestionPro's enterprise survey and reporting tooling
  • Template library offers broad customization options for different support contexts

物足りない点

  • Not tailored to social media-specific contact channels or conversation reconstruction
  • No adaptive AI follow-up to dig into why a specific issue went unresolved
  • No automated per-response quality scoring; analysis relies on standard cross-tab reporting

よくあるご質問

「Social Media Customer Support 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13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 reaching out to us on social media! Your responses are completely co…」・「Which social platform did you use to contact us?」・「What was the main reason you reached out?」。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、13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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