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Customer Complaint Resolution Experience Survey

Captures what happened when a customer raised a complaint — how easy it was to submit, how the resolution process felt, and whether it was actually fixed. An AI follow-up interview digs into the specific moment satisfaction dropped (or rose), surfacing what a closed-ended score alone would miss. Built for support, CX, and quality teams reviewing complaint handling.

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샘플 질문

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질문 14개 · 약 7분
Q01
메시지

Thanks for taking a moment to share your recent experience with us. Your responses are completely confidential and anonymized. We'd like to understand how your complaint was handled, start to finish — this takes about 8 minutes and your honest feedback helps us fix what isn't working.

Q02
객관식필수

What was your complaint mainly about?

  • A product or service defect
  • Billing or pricing issue
  • Customer service interaction
  • Delivery or shipping problem
  • Account or technical issue
  • Other
Q03
객관식필수

How did you first submit your complaint?

  • Phone call
  • Email
  • Live chat
  • In person / at a store or branch
  • Social media
  • Website form
  • Other
Q04
의견 척도필수

How much effort did it take to actually get your complaint submitted and acknowledged?

척도: 1 – 5
최소:Very little effort최대:A great deal of effort
Q05
매트릭스필수

Thinking about how your complaint was handled, please rate how much you agree with each statement.

4개 행 × 5개 열
  • It was resolved in a reasonable amount of time
  • I was kept informed of progress along the way
  • The person handling it understood my issue
  • The outcome felt fair
열: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
객관식필수

What was the final outcome of your complaint?

  • Fully resolved to my satisfaction
  • Partially resolved
  • Not resolved
  • Still waiting on a resolution
  • I gave up before it was resolved
Q07
평점 척도필수

Overall, how satisfied are you with how your complaint was resolved?

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

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

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

Reconstruct the specific moment in this complaint journey that most shaped the respondent's satisfaction rating — anchor on their resolution satisfaction and recommendation scores and ask what exactly happened, said, or didn't happen at that point. If the complaint was not fully resolved or they gave up, probe what would have changed the outcome and whether they've considered leaving as a customer. If satisfaction was high, find out which specific action or person made the difference so it can be reinforced.

Q10
객관식필수

How likely are you to continue doing business with us after this experience?

  • Very likely
  • Somewhat likely
  • Unsure
  • Somewhat unlikely
  • Very unlikely — I plan to stop
Q11
장문형

Is there anything else about your complaint experience you'd like us to know?

Q12
객관식

How long have you been a customer with us?

  • Less than 6 months
  • 6 months to 2 years
  • 2 to 5 years
  • More than 5 years
  • Prefer not to say
Q13
객관식

Which age range do you fall into?

  • Under 18
  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
  • Prefer not to say
Q14
메시지

Thank you for walking us through your experience. Your responses go directly to the team responsible for complaint handling and will be used to fix breakdowns in the process — we take this seriously.

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.

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이 템플릿을 선택하는 이유

  • Goes beyond a satisfaction score with a dedicated AI follow-up interview that reconstructs the specific moment in the complaint journey where satisfaction shifted, surfacing context a scale or multiple-choice question would miss
  • Combines structured measurement (multiple-choice on complaint type and channel, an effort opinion scale, a matrix on how the handling was perceived, a satisfaction rating, and an NPS-style likelihood question) with open-ended and conversational elements for full-picture complaint analysis
  • Includes chat-style intro and closing messages that frame the survey conversationally and confirm responses are reviewed, plus a long-text catch-all and tenure/demographic questions for segmentation
  • Built specifically for support, CX, and quality teams reviewing complaint handling — not a generic CX or intake form — with automated per-response quality scoring and an auto-generated report on the backend

Jotform

Customer Complaint Form Template

A static, fillable form template for logging complaint details (contact info, complaint description, desired resolution) rather than a survey designed to probe the resolution experience afterward. Good for intake, but doesn't measure satisfaction, effort, or outcome once the complaint is handled. No interview or follow-up mechanism.

잘하는 점

  • Simple, quick-to-deploy form builder with familiar drag-and-drop customization
  • Good for capturing initial complaint intake data and routing

아쉬운 점

  • No adaptive or AI-driven follow-up questioning — fixed static fields only
  • Not designed to measure post-resolution satisfaction, effort, or outcome
  • No automated quality scoring or auto-generated analysis report

SurveySparrow

Customer Complaint Form Template

A conversational, chat-style complaint form template that improves on traditional static forms with a friendlier one-question-at-a-time flow. It still centers on complaint intake rather than deeply probing the resolution experience or the moment satisfaction changed. No AI-driven adaptive interviewing is indicated.

잘하는 점

  • Conversational, chat-like UI that feels less clinical than a static form
  • Supports basic branching logic for a more tailored respondent path

아쉬운 점

  • No adaptive AI follow-up interview to explore why satisfaction moved
  • No voice AI interview option or guided screen-share task capability
  • No published per-response quality scoring methodology

Typeform

Customer Complaint Form Template

Typeform's signature one-question-at-a-time conversational format works well for approachable complaint intake, but the template is built around fixed question sequences, not adaptive probing. It captures what happened but not the reasoning behind satisfaction shifts.

잘하는 점

  • Polished, on-brand conversational question flow with strong completion rates
  • Easy to customize visually and embed across channels

아쉬운 점

  • No AI-driven adaptive interview — logic is pre-set, not responsive to answer content
  • No voice interview or screen-share task options
  • No transparent prompt methodology or automated response quality scoring

SurveyMonkey

Customer Experience Survey Template & Questions

A broader customer experience survey template, not specifically built around complaint handling or resolution moments — useful as a general CX pulse check but less targeted than a complaint-specific instrument. It relies on standard closed-ended questions with SurveyMonkey's analytics layered on top.

잘하는 점

  • Backed by mature survey analytics and benchmarking tools
  • Broad applicability across general customer experience tracking, not just complaints

아쉬운 점

  • Not tailored to the complaint resolution journey specifically — no complaint-outcome or effort-to-submit questions
  • No adaptive AI follow-up interview to surface the specific moment satisfaction changed
  • No voice AI interview or guided screen-share task option

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