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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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샘플 질문

템플릿에 포함된 내용을 미리 확인해 보세요. 모든 질문은 설문 공개 전에 자유롭게 수정할 수 있습니다.

질문 13개 · 약 7분
Q01
메시지

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
객관식필수

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
객관식필수

Was your issue resolved?

  • Yes, fully resolved
  • Partially resolved
  • No, not resolved
  • Still waiting on a response
Q04
의견 척도필수

Overall, how satisfied were you with this support experience?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q05
의견 척도필수

How easy was it to get the help you needed?

척도: 1 – 7
최소:Very difficult최대:Very easy
Q06
매트릭스

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

4개 행 × 5개 열
  • Agent/assistant knowledge
  • Friendliness and tone
  • Clarity of the explanation
  • Speed of the response
열: Poor · Fair · Good · Very good · Excellent
Q07
평점 척도

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

범위: 1 – 5
최소:Very unsatisfied최대:Very satisfied
Q08
의견 척도필수

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q09
AI 인터뷰

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
장문형

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

Q11
객관식

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
객관식

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
메시지

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.

포함된 기능

  • AI 후속 질문

    정형화된 설문이 놓치는 세부 내용을, 주관식 답변에 맞춰 AI가 심층 질문으로 끌어냅니다.

  • 주의력 확인 장치

    성의 없는 답변과 저품질 응답자를 걸러내는 내장 안전장치입니다.

  • AI가 작성한 문안

    문구, 질문 순서, 분기 로직까지 AI가 연구 목표에 맞춰 작성합니다.

  • 자동 리포트

    응답이 모이면 주요 주제, 인용문, 이해하기 쉬운 요약이 자동으로 작성됩니다.

다른 서비스와 비교

다른 설문 도구의 가장 유사한 템플릿을 검토했습니다. 그 도구들이 잘하는 점과, 이 템플릿이 한발 더 나아가는 지점을 정리했습니다.

이 템플릿을 선택하는 이유

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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

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