QuestionPunkQuestionPunk
무료로 시작하기
모든 템플릿

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.

이 템플릿 사용하기템플릿 더 둘러보기

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 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
객관식필수

Which social platform did you use to contact us?

  • Twitter/X
  • Facebook
  • Instagram
  • WhatsApp
  • TikTok
  • Other
Q03
객관식필수

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
의견 척도필수

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

척도: 1 – 5
최소:Very dissatisfied최대:Very satisfied
Q05
평점 척도필수

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

범위: 1 – 5
최소:Very poor최대:Excellent
Q06
의견 척도필수

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

척도: 1 – 7
최소:Very difficult최대:Very easy
Q07
매트릭스필수

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

4개 행 × 5개 열
  • 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
열: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q08
객관식필수

Was your issue fully resolved?

  • Yes, fully resolved
  • Partially resolved
  • No, not resolved
  • Still ongoing
Q09
AI 인터뷰

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
의견 척도필수

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

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q11
객관식

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
객관식

What is your age range?

  • 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 responses go directly to the team that manages our social support channels to help us respond faster and resolve issues in fewer steps.

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

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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.

잘하는 점

  • 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

아쉬운 점

  • 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

설문을 공개할 준비가 되셨나요?

이 템플릿을 편집기에서 열어 보세요. 첫 응답자가 보기 전에 모든 부분을 원하는 대로 바꿀 수 있습니다.

Use this template무료로 시작하기