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모든 템플릿

Customer Support Request Experience Survey

Captures how a recent support request went — channel used, effort required, resolution status, and satisfaction — paired with an AI follow-up that digs into what actually happened during the interaction, not just the rating given. Built for support and CX teams tracking ticket quality beyond CSAT scores.

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샘플 질문

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

질문 12개 · 약 7분
Q01
메시지

Thanks for taking a moment to tell us about your recent support experience! Your responses are completely confidential and anonymized. This will take about 7 minutes and helps our team fix what's not working.

Q02
객관식필수

Which channel did you use for your most recent support request?

  • Live chat
  • Email
  • Phone
  • Help center / self-service article
  • Social media
  • Other
Q03
의견 척도필수

Overall, how easy or difficult was it to get the help you needed?

척도: 1 – 7
최소:Very difficult최대:Very easy
Q04
객관식필수

What is the current status of the issue you contacted us about?

  • Fully resolved
  • Partially resolved
  • Not resolved
  • Still waiting on a response
Q05
매트릭스필수

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

4개 행 × 5개 열
  • The support agent (or article) understood my issue
  • The explanation or instructions were clear
  • I was given a realistic timeline for resolution
  • The outcome met my expectations
열: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
의견 척도필수

How satisfied are you with this support experience overall?

척도: 0 – 10
최소:Not at all satisfied최대:Extremely satisfied
Q07
숫자

How many separate times did you have to reach out before this issue reached its current status?

Q08
순위 매기기

Rank these in order of what matters most to you when contacting support (most important first).

  1. Speed of response
  2. Getting it resolved correctly the first time
  3. Friendliness of the agent
  4. Ease of reaching support
  5. Being kept informed along the way
드래그하여 순위 지정
Q09
AI 인터뷰

Reconstruct exactly what happened during this support interaction: what the respondent originally asked for, what the agent or article actually did, and where the friction was if the issue wasn't fully resolved or the effort rating was low. If they gave a high satisfaction score, confirm what specifically the agent or process did right so it can be reinforced. If they rated the issue as 'still waiting,' probe how long it's been and whether they've received any updates.

Q10
장문형

Is there anything else about this support experience you'd like us to know?

Q11
객관식

How long have you been a customer with us?

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

That's everything — thank you! Your feedback goes directly to our support team and is used to improve how we help customers like you.

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 single CSAT number with an AI follow-up interview that reconstructs exactly what happened during the support interaction — what the rep did, what worked, what didn't — instead of just capturing a rating.
  • Pairs objective operational data (channel used, resolution status, number of repeat contacts) with subjective measures (effort, satisfaction, and a matrix on the helper/resource) for a fuller picture of ticket quality.
  • Includes a ranking question that surfaces what customers actually prioritize in support (speed, empathy, resolution, etc.), giving CX teams a preference signal that flat rating scales miss.
  • Automated per-response quality scoring and auto-generated reports come standard, with an optional voice AI interview mode — available on a free tier or the $50/mo Business plan.

Jotform

Support Request Form Template

A static drag-and-drop form aimed at capturing support requests for internal ticket intake rather than post-resolution experience feedback. Good for structured data collection and integrations, but not built to probe how the interaction actually unfolded. Fielding-ready template, but limited to fixed fields.

잘하는 점

  • Easy drag-and-drop customization
  • Broad integration ecosystem for routing submissions
  • Simple to deploy for internal ops teams

아쉬운 점

  • No adaptive AI follow-up to probe what happened during the interaction
  • Static field set with no automated quality scoring
  • No published methodology or transparent prompt logic

SurveyMonkey

Request Form Template

A general-purpose request form template from an established survey platform, more oriented toward intake than deep post-support experience analysis. Offers solid distribution and reporting tools, but the template itself appears to be a fixed-question form rather than a CX-specific evaluation instrument.

잘하는 점

  • Mature survey distribution and analytics tooling
  • Familiar, trusted platform for respondents
  • Quick to launch with existing templates

아쉬운 점

  • No adaptive AI interviewing to dig into the specifics of a support interaction
  • No automated per-response quality scoring
  • No voice AI interview option

Typeform

Support Request Form Template

A conversational, one-question-at-a-time form that likely drives strong completion rates and a polished respondent experience. It's a static template, though, built for intake rather than reconstructing the details of a past support interaction.

잘하는 점

  • Clean, conversational UI that can improve completion rates
  • Strong visual/branding customization
  • Good mobile-friendly respondent experience

아쉬운 점

  • No adaptive AI follow-up questioning based on prior answers
  • No automated quality scoring of responses
  • No transparent prompt methodology published

QuestionPro

Customer Support Service Evaluation Survey Template

An enterprise-oriented evaluation survey covering typical CX metrics and likely offering multiple question types and reporting dashboards. It's a genuinely comparable template for support experience tracking, but appears to rely on fixed question sets rather than dynamic, AI-driven probing.

잘하는 점

  • Enterprise survey feature set with varied question types
  • Established reporting/dashboard capabilities
  • Built specifically for service evaluation use cases

아쉬운 점

  • No adaptive AI follow-up interview to reconstruct what actually happened
  • No automated per-response quality scoring
  • No voice AI interview option or transparent prompt disclosure

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