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모든 템플릿

Post-Support CSAT & Resolution Quality Survey

Measures customer satisfaction, resolution effectiveness, agent performance, and customer effort after a support interaction to identify actionable service improvements.

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샘플 질문

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질문 19개 · 약 9분
Q01
메시지

Thank you for taking a few minutes to share feedback about your recent support experience. This survey takes approximately 9 minutes to complete. Your participation is voluntary and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. Your responses are confidential and will be reported only in aggregate to help us improve our support services.

Q02
드롭다운

When did you most recently contact support about this issue?

  • Within the past 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–60 days ago
  • More than 60 days ago
Q03
객관식

Is your issue resolved at this point?

  • Yes, fully resolved
  • Partially resolved
  • Not resolved yet
Q04
의견 척도

Overall, how satisfied are you with your support experience?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q05
메시지

The following questions are about the support agent you interacted with. If you did not interact with a live agent, you may skip this section.

Q06
장문형

Based on your recent support experience, is there anything else you'd like to share about what went well or what could be improved?

Q07
드롭다운

What is your age group?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q08
메시지

Thank you for completing this survey. Your feedback is valuable and will be used to improve our support experience. Your responses are confidential and will be reported only in aggregate.

Q09
객관식

What was the primary reason you contacted support?

  • Order status
  • Return or exchange
  • Product defect or damage
  • Billing or charge issue
  • Shipping or delivery
  • Account or sign-in
  • Promo code or gift card
  • Other
Q10
객관식

Was your issue resolved on your first contact with support?

  • Yes
  • No
  • Not applicable / Don't remember
Q11
의견 척도

How satisfied are you with how quickly your issue was addressed?

척도: 1 – 7
최소:Very dissatisfied최대:Very satisfied
Q12
의견 척도

How would you rate the agent's professionalism and courtesy?

척도: 1 – 7
최소:Very poor최대:Excellent
Q13
AI 인터뷰

We'd like to understand your experience in more detail. An AI moderator will ask you a couple of brief follow-up questions about your support interaction.

Q14
객관식

How do you describe your gender?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
객관식

Which support channels did you use for this issue? (Select all that apply)

  • Email
  • Live chat
  • Phone
  • In-app messaging
  • Social media
  • Help center / self-service
  • Other
Q16
의견 척도

How easy or difficult was it to get your issue resolved?

척도: 1 – 7
최소:Very difficult최대:Very easy
Q17
의견 척도

How would you rate the agent's knowledge and ability to help?

척도: 1 – 7
최소:Very poor최대:Excellent
Q18
드롭다운

In which region do you currently reside?

  • Africa
  • Asia
  • Europe
  • North America
  • South America
  • Oceania
  • Prefer not to say
Q19
의견 척도

How would you rate the clarity of the agent's communication?

척도: 1 – 7
최소:Very poor최대:Excellent

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

  • Combines resolution and effort metrics (first-contact resolution, ease of resolution, satisfaction with speed) alongside dedicated agent-performance ratings on professionalism, knowledge, and communication clarity in a single flow.
  • Includes an AI follow-up interview segment that can probe open-ended feedback in more depth than a static open-text box, while still offering a traditional open-text question for anyone who skips it.
  • Captures channel usage and contact reason up front, so low CSAT or low-effort scores can be segmented by channel, reason, and demographics (age, gender, region) for root-cause analysis.
  • Uses transparent, fixed opinion-scale questions for core metrics (satisfaction, speed, effort, agent ratings) so results stay comparable across respondents, while reserving adaptive questioning for the qualitative follow-up only.

QuestionPro

Customer Support Service Evaluation Survey Template

A ready-to-field static survey template focused on evaluating support service quality, comparable in scope to our CSAT template. It likely covers satisfaction and service-quality ratings but relies on fixed question sets rather than adaptive probing. QuestionPro is a mature survey platform with broad question-type support and reporting/dashboard features.

잘하는 점

  • Purpose-built template specifically for customer support evaluation
  • Backed by an established survey platform with reporting and analytics tooling
  • Likely customizable with standard question types (rating scales, multiple choice, etc.)

아쉬운 점

  • No adaptive AI follow-up interviewing — all questions are pre-set and identical for every respondent
  • No voice AI interview option for capturing verbal feedback
  • No published per-response automated quality scoring or transparent prompt methodology

SurveyMonkey

Customer Satisfaction Survey Template For Financial Services

This is a CSAT template built specifically for financial-services companies, so its question wording and scope are narrower and more industry-specific than a general post-support survey. It's a fielding-ready static template on a well-known survey platform, but not designed around support-resolution or agent-performance metrics the way ours is. Useful mainly as a reference point rather than a direct competitor for general support CSAT.

잘하는 점

  • Backed by SurveyMonkey's large-scale survey infrastructure and distribution tools
  • Pre-written questions tailored to a specific vertical (financial services)
  • Established benchmarking and reporting features across responses

아쉬운 점

  • Vertical-specific (financial services) rather than a general support-resolution/CSAT template
  • Static question flow with no adaptive AI follow-up or voice interview capability
  • No automated per-response quality scoring or transparent prompt visibility

SurveySparrow

Customer Support Agent Feedback Template

Focused specifically on rating individual support agents, this template overlaps with the agent-performance section of our survey but doesn't appear to cover broader resolution or effort metrics. SurveySparrow markets conversational-style surveys, which can feel more engaging than plain forms, though the underlying questions are still fixed and scripted. It's a fielding-ready template aimed at internal feedback/employee-adjacent use cases rather than end-to-end CSAT.

잘하는 점

  • Conversational survey format that can feel more engaging than a plain form
  • Template specifically scoped to agent-level feedback
  • Part of a broader employee/CX feedback template library

아쉬운 점

  • Narrower scope (agent feedback only) versus a full resolution + effort + agent + demographics survey
  • No adaptive AI-driven follow-up questions or voice AI interview option
  • No automated quality scoring per response or published prompt transparency

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