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すべてのテンプレート
Customer Experience

Technical Support Interaction Quality Survey

Measures how well a recent technical support interaction resolved the customer's issue, how much effort it took, and how the agent performed — built for support and CX teams tracking ticket quality beyond a single CSAT number. An AI follow-up interview reconstructs what actually happened on the ticket instead of just the rating given.

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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 tell us about your recent support experience! This helps us fix what's not working. Your responses are completely confidential and anonymized. About 4-5 minutes.

Q02
選択式必須

How did you contact our technical support team for this issue?

  • Live chat
  • Phone
  • Email
  • Support ticket / help portal
  • Social media
  • In-person / on-site
Q03
選択式必須

Was your issue fully resolved?

  • Yes, fully resolved
  • Partially resolved
  • Not resolved
  • Still waiting on a resolution
Q04
オピニオンスケール必須

Overall, how satisfied were you with this support interaction?

スケール: 1 – 7
最小:Very dissatisfied最大:Very satisfied
Q05
オピニオンスケール必須

How much personal effort did it take on your part to get this issue resolved?

スケール: 1 – 7
最小:Very high effort最大:Very low effort
Q06
マトリクス必須

How much do you agree with each statement about the support agent(s) you worked with?

4行 × 5列
  • The agent was knowledgeable about my issue
  • The agent communicated clearly and avoided confusing jargon
  • The agent was courteous and professional
  • My issue was handled in a reasonable amount of time
列: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
ベスト・ワースト選択（MaxDiff）必須

When you contact technical support, which of these matter most to you, and which matter least?

  • Fast response time
  • Resolving the issue on the first contact
  • Agent's technical knowledge
  • Clear, jargon-free communication
  • Proactive follow-up after the ticket closes
  • Multiple ways to reach support (chat, phone, email)
  • Empathy and patience from the agent
各セットで最も良いもの・最も悪いものを選択最も良い:Matters most最も悪い:Matters least
Q08
数値

Roughly how many hours passed between when you first reported the issue and when it was resolved (or last updated, if still open)?

Q09
AIインタビュー

Reconstruct exactly what happened during this respondent's support interaction: what the issue was, what steps the agent took, and where things went smoothly or broke down. If their effort or satisfaction rating was low, or the issue was only partially resolved, dig into the specific moment things went wrong — a hand-off, a repeated explanation, a wrong fix — and what would have prevented it. If everything went well, ask what specifically made it feel effortless so it can be repeated.

Q10
自由回答（長文）

Is there anything specific we could have done differently to improve this support experience?

Q11
選択式

In the last 90 days, how many times have you contacted our technical support?

  • None
  • 1-2 times
  • 3-5 times
  • 6 or more times
  • Prefer not to say
Q12
選択式

Which best describes your role in using our product?

  • Individual contributor / end user
  • Manager or team lead
  • IT / technical administrator
  • Other
  • Prefer not to say
Q13
メッセージ

That's everything — thank you for the honest feedback! Your responses go straight to our support leadership team to improve how we help customers like you.

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 exactly what happened during the support interaction, rather than relying only on scaled ratings
  • Pairs standard resolution and satisfaction/effort scales with a matrix on agent behaviors and a MaxDiff to reveal which support qualities customers actually prioritize
  • Captures resolution time (hours to resolution) and contact frequency in the last 90 days to add operational context beyond a single CSAT score
  • Closes with an open long-text question inviting specific improvement suggestions, plus a transparent, auto-generated report tying it all together

QuestionPro

Technical Support Satisfaction Survey Questions + Sample Questionnaire Template

This is a genuinely comparable template/questionnaire page covering technical support satisfaction. It offers a standard set of static survey questions and sample question bank rather than a dynamic interview flow. Useful as a question-writing reference but requires manual customization for fielding.

優れている点

  • Provides a ready sample questionnaire specifically for technical support evaluation
  • Likely offers question-bank flexibility and export options common to QuestionPro's survey builder
  • Established survey platform with broad question-type support

物足りない点

  • Static question set with no adaptive AI follow-up to probe into what actually happened on a ticket
  • No mention of voice AI interviews or guided screen-share tasks for reconstructing incidents
  • No transparent prompt methodology or automated per-response quality scoring

SurveyMonkey

Customer Support Survey Template

A general customer support survey template rather than one focused specifically on technical support tickets, so questions likely address broader service quality rather than issue-resolution mechanics. It's a fielding-ready static template within SurveyMonkey's builder. Good baseline CSAT-style survey but not tailored to technical troubleshooting nuances.

優れている点

  • Fielding-ready template within a widely used, easy-to-deploy survey platform
  • Likely includes standard CSAT/NPS-style questions applicable across support types
  • Backed by SurveyMonkey's broad distribution and analytics tools

物足りない点

  • Generic customer support focus, not tailored to technical issue resolution, effort, or ticket-specific timing
  • No adaptive AI interview or voice AI option to reconstruct the actual support interaction
  • No automated quality scoring or transparent prompt visibility for responses

よくあるご質問

「Technical Support Interaction 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 tell us about your recent support experience! This helps us fix what's not working. Your r…」・「How did you contact our technical support team for this issue?」・「Was your issue fully resolved?」。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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