Customer Experience

Customer Contact & Support Channel Experience Survey

Captures how customers actually reach you for help, how easy and effective that contact was, and which channels they'd pick again — with an AI follow-up that reconstructs their most recent support interaction in detail instead of relying on vague satisfaction ratings.

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샘플 질문

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

질문 14개 · 약 7분

Q01

메시지

Hi! We'd love to hear about the last time you contacted us for help — what channel you used, how it went, and what could be better. Your responses are completely confidential and anonymized. This takes about 8 minutes and helps us improve how we support customers like you.

Q02

객관식필수

The last time you contacted us for help, which channel did you use?

Phone
Email
Live chat
Social media
Text/SMS
In-person or in-store
Other

Q03

객관식필수

What was the main reason for that contact?

Billing or payment question
Technical issue or troubleshooting
Order or shipping status
Product or service question
Complaint or dissatisfaction
Account changes
Other

Q04

의견 척도필수

How easy or difficult was it to reach the right person or get the help you needed?

척도: 1 – 7

최소:Very difficult최대:Very easy

Q05

객관식필수

Was your issue resolved during that contact?

Yes, fully resolved
Yes, partially resolved
No, not resolved
Still in progress

Q06

평점 척도필수

Overall, how satisfied were you with how that contact was handled?

범위: 1 – 5

최소:Very dissatisfied최대:Very satisfied

Q07

매트릭스

Thinking about that same interaction, how much do you agree with each statement?

4개 행 × 5개 열

The representative or agent was knowledgeable about my issue
I felt my time was respected
I received a clear explanation of next steps
Any promised follow-up happened as expected

열: Strongly disagree · Disagree · Neutral · Agree · Strongly agree

Q08

최선·최악 선택형(MaxDiff)필수

When you contact us for help, which of these matters most to you, and which matters least?

Speed of response
Knowledge of the person helping me
Ease of reaching the right person
Empathy and courtesy
Consistent experience across channels
Follow-up after the interaction
Minimal effort required on my part

세트별 최선·최악 선택최선:Matters most최악:Matters least

Q09

객관식

If you needed help again, which channel would you prefer to use?

Phone
Email
Live chat
Social media
Text/SMS
In-person or in-store
No preference

Q10

의견 척도필수

How likely are you to reach out to us again the next time you need help, rather than looking elsewhere for a solution?

척도: 0 – 10

최소:Not at all likely최대:Extremely likely

Q11

AI 인터뷰

Reconstruct exactly what happened during the respondent's most recent contact with us: what they were trying to accomplish, what the person or system on the other end actually did, and where things went smoothly or broke down. If the issue was only partially resolved or unresolved, dig into what would have made it resolve fully. If they rated the experience poorly on ease or satisfaction, anchor on the specific moment that caused frustration rather than accepting a general complaint.

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

객관식

How do you describe your gender?

Woman
Man
Non-binary
Prefer to self-describe
Prefer not to say

Q14

메시지

Thank you for walking us through your experience! Your answers feed directly into a report our support team uses to fix friction points and prioritize the channels that matter most to 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

Reconstructs the respondent's actual most recent support interaction in detail through an AI follow-up interview, instead of relying on a single vague satisfaction rating.
Pins down the specific channel used, the real reason for contact, and whether that particular issue was resolved — not just general sentiment about 'support' overall.
Includes a max-diff exercise ranking what customers value most when seeking help alongside a matrix of agreement statements tied to that same recalled interaction, so priorities are grounded in a real event.
Tracks forward-looking channel preference and likelihood to return, letting you connect a bad recent experience directly to churn-risk signals for a specific channel.

QuestionPro

Customer Support Service Evaluation Survey Template

This is a genuinely comparable, fielding-ready survey template focused on evaluating customer support quality. It likely covers standard satisfaction and effectiveness ratings, but as a static form it depends on respondents self-summarizing their experience rather than reconstructing what actually happened. Best suited for teams wanting a quick, conventional CSAT-style support survey rather than a detailed interaction rebuild.

잘하는 점

Established survey platform with mature reporting and dashboard tooling
Purpose-built for support/service evaluation rather than a generic contact form
Likely supports standard rating and multiple-choice question types out of the box

아쉬운 점

No adaptive AI follow-up to probe or reconstruct the specifics of a respondent's actual support interaction
No voice AI interview option or guided screen-share tasks
No automated per-response quality scoring or transparent, published question-generation prompts

자주 묻는 질문