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Customer Experience

Web Customer Service Experience Evaluation

Evaluates a recent online support interaction — channel used, resolution, effort, and satisfaction — for teams running live chat, email, or chatbot support. An AI follow-up interview digs into what actually happened during the contact so low scores come with a specific, fixable story instead of just a number.

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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 reaching out to our support team recently! We'd love to hear how it went. Your responses are completely confidential and anonymized. This survey takes about 7 minutes and helps us fix what isn't working.

Q02
選択式必須

Which channel did you use to contact support this time?

  • Live chat
  • Email
  • Phone
  • Chatbot / automated assistant
  • Help center or FAQ page
  • Social media
Q03
選択式必須

Was your issue resolved?

  • Yes, fully resolved
  • Partially resolved
  • No, not resolved
  • Still waiting on a response
Q04
オピニオンスケール必須

Overall, how satisfied were you with this support experience?

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 easy was it to get the help you needed?

スケール: 1 – 7
最小:Very difficult最大:Very easy
Q06
マトリクス

Please rate the support you received on each of the following:

4行 × 5列
  • Agent/assistant knowledge
  • Friendliness and tone
  • Clarity of the explanation
  • Speed of the response
列: Poor · Fair · Good · Very good · Excellent
Q07
評価スケール

How satisfied were you with how long it took to get a response?

範囲: 1 – 5
最小:Very unsatisfied最大:Very satisfied
Q08
オピニオンスケール必須

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

スケール: 0 – 10
最小:Not at all likely最大:Extremely likely
Q09
AIインタビュー

Reconstruct exactly what happened during this support contact: what the respondent's issue was, what the agent or assistant said or did, and at what point (if any) things went wrong or felt slow or confusing. If they rated satisfaction or ease low, pin down the single most frustrating moment and what a good resolution would have looked like. If the issue was not resolved, ask what they plan to do next.

Q10
自由回答（長文）

What is the one thing we could do differently to make your next support experience better?

Q11
選択式

How long have you been a customer?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q12
選択式

Which age range do you fall into?

  • 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 answers, along with the follow-up conversation, go directly to our support team to improve response times and training.

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

  • Goes beyond a static satisfaction score with an AI follow-up interview that reconstructs exactly what happened during the support contact, so low scores arrive with a specific, fixable story.
  • Covers the full picture of a support interaction in one flow — channel used, resolution, effort, per-attribute matrix ratings, response-time satisfaction, and likelihood to recommend.
  • Includes an open-ended 'what would you do differently' question paired with the AI interview, giving both quantifiable and narrative diagnostic detail.
  • Backed by transparent prompts and automated per-response quality scoring, with an auto-generated report — plus an optional voice AI interview mode if teams want spoken follow-up instead of text.

Jotform

Customer Service Evaluation Form Template

A ready-to-use, customizable form template built on Jotform's drag-and-drop form builder. It's a fielding-ready static form rather than an interview-style survey, so it collects fixed-field responses without adapting to what a respondent actually reports.

優れている点

  • Easy to customize visually via Jotform's form builder
  • Quick to deploy as a standalone web form
  • Likely integrates with Jotform's broader form/workflow ecosystem

物足りない点

  • Static question set with no adaptive follow-up when a respondent flags a bad experience
  • No mechanism to reconstruct the specifics of what went wrong in a support contact
  • No published methodology for how responses are scored or reported

QuestionPro

Service Evaluation Survey Questions + Sample Questionnaire Template

This page reads more as a guide/sample questionnaire with example survey questions than a single fielding-ready template, aimed at helping teams build their own service evaluation survey. It offers question ideas and structure rather than an interview experience.

優れている点

  • Provides a broad bank of sample questions covering multiple service evaluation angles
  • Useful as a reference for building a custom questionnaire
  • Backed by QuestionPro's established survey platform and analytics tools

物足りない点

  • Content is guidance/sample questions, not a single ready-to-field interview flow
  • No adaptive follow-up to dig into the story behind a low rating
  • No transparent per-response scoring methodology published on the page

SurveyMonkey

Customer Service Survey Template (With Questions)

A fielding-ready, pre-built survey template with a standard set of customer service questions on SurveyMonkey's platform. It's designed for quick deployment and benchmarking rather than deep, case-specific diagnosis of individual support interactions.

優れている点

  • Backed by SurveyMonkey's widely used survey infrastructure and distribution tools
  • Includes benchmark/comparison question framing common to their templates
  • Simple to launch with minimal setup

物足りない点

  • Fixed question set with no adaptive AI follow-up to probe low-satisfaction responses
  • No automated per-response quality scoring or auto-generated diagnostic report
  • No option for a voice-based follow-up interview

SurveySparrow

Customer Service Feedback Survey Template

A conversational-style survey template that presents questions one at a time in SurveySparrow's chat-like format. The conversational UI improves completion feel, but the question flow itself is still pre-scripted rather than dynamically generated based on what the respondent describes.

優れている点

  • Chat-style conversational format may feel more engaging than a traditional form
  • Fielding-ready template usable with minimal setup
  • Part of a platform with broader survey distribution and reporting features

物足りない点

  • Conversational presentation is scripted, not adaptive — it doesn't generate new questions based on a respondent's specific answer
  • No mechanism to reconstruct the exact sequence of events in a support contact
  • No published transparent-prompt or quality-scoring methodology

よくあるご質問

「Web Customer Service Experience Evaluation」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 reaching out to our support team recently! We'd love to hear how it went. Your responses are completely confi…」・「Which channel did you use to contact support this time?」・「Was your issue 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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