Customer Experience

Help Desk & IT Support Experience Survey

Measures how easily customers or employees got their issue resolved through your help desk — first-contact resolution, effort, agent quality — for one specific support interaction. An AI follow-up interview reconstructs exactly what caused friction (or what went smoothly) so support leaders know what to fix, not just how people rated it.

이 템플릿 사용하기 템플릿 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 tell us about your recent support experience! This is about the most recent time you contacted our help desk. Your responses are completely confidential and anonymized. It takes about 7 minutes and your honest feedback helps us fix real problems.

Q02

객관식필수

Which channel did you use to contact support this time?

Phone
Email
Live chat
Self-service portal or knowledge base
In-person / walk-up desk
Other

Q03

객관식필수

Was your issue resolved the first time you contacted us, or did it take more than one contact?

Resolved on the first contact
Resolved, but took multiple contacts
Not resolved yet

Q04

의견 척도필수

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

척도: 1 – 5

최소:Very dissatisfied최대:Very satisfied

Q05

의견 척도필수

How much personal effort did it take on your part to get your issue handled (explaining things, following up, chasing status)?

척도: 1 – 7

최소:Very little effort최대:A great deal of effort

Q06

매트릭스필수

Thinking about this support interaction, how much do you agree with each statement?

4개 행 × 5개 열

The agent understood my issue quickly
The agent communicated clearly and in plain language
I was kept updated on progress while I waited
The wait before speaking to someone was reasonable

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

Q07

평점 척도필수

How would you rate the support agent's knowledge and professionalism?

범위: 1 – 5

최소:Poor최대:Excellent

Q08

의견 척도필수

How likely are you to recommend our support team to a colleague who needs similar help?

척도: 0 – 10

최소:Not at all likely최대:Extremely likely

Q09

AI 인터뷰

Reconstruct exactly what happened during this specific support interaction: what the issue was, what the respondent had to do to get it resolved, and where the friction (or delay) actually occurred. If they said it took multiple contacts or rated effort/satisfaction low, dig into what the agent could have done differently on that first contact. If they rated the experience highly, probe what specifically made it feel effortless so it can be replicated across the team.

Q10

객관식

Which channel would you prefer to use for a similar issue in the future?

Phone
Email
Live chat
Self-service portal or knowledge base
In-person / walk-up desk
No preference

Q11

객관식

About how often do you contact our help desk?

This was my first time
A few times a year
About monthly
Weekly or more often
Prefer not to say

Q12

객관식

Which best describes you?

Employee / internal user
External customer
Contractor or vendor
Other
Prefer not to say

Q13

메시지

That's everything — thank you! Your responses go straight to our support operations team and are used to improve resolution speed and agent training, not to evaluate any individual by name.

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 a dedicated AI follow-up interview question that reconstructs exactly what happened during the specific support interaction, going beyond a single satisfaction number to uncover root causes of friction
Combines standard first-contact-resolution and effort metrics (opinion scale, multiple choice) with a matrix of agreement statements and an agent knowledge/professionalism rating, giving both quantitative and qualitative signal in one flow
Captures channel used vs. channel preferred for the future plus contact frequency and respondent type, so support leaders can segment friction points by channel and user group
Automatically compiles responses into a report for support operations, so the reconstructed narrative from the AI interview doesn't get lost in a spreadsheet of ratings

QuestionPro

IT Help Desk Service Support Survey + Sample Questionnaire Template

This page reads as a sample questionnaire and guide as much as a ready-to-field template, mixing example questions with explanatory content. It covers standard help desk satisfaction topics but is built on QuestionPro's traditional survey engine. Useful as a question-bank reference rather than a plug-and-play interview flow.

잘하는 점

Backed by QuestionPro's established survey platform with broad question-type support
Provides sample questions covering common IT support satisfaction dimensions
Likely customizable within a mature survey builder ecosystem

아쉬운 점

No adaptive AI follow-up interview to probe why a rating was given — respondents just answer fixed questions
Presented partly as a guide/sample list rather than a single deployable template, requiring setup work
No transparent, publishable prompt methodology since there's no AI interview component

Jotform

Help Desk Survey Form Template

A static, fielding-ready form built on Jotform's drag-and-drop form builder, suited for quick deployment and integration with Jotform's broader workflow tools. It focuses on form collection rather than conversational depth. Good for basic ticket-close satisfaction capture, not root-cause analysis.

잘하는 점

Easy to deploy quickly via Jotform's widely-used form builder
Integrates with Jotform's automation and notification ecosystem
Simple, familiar form format for respondents

아쉬운 점

No adaptive AI interview or voice interview option to reconstruct what happened during the support interaction
Purely a static question set with no automated per-response quality scoring
No mechanism to dig deeper into why an issue took multiple contacts or felt effortful

SurveyMonkey

Help Desk Template

A standard, ready-to-use static survey template from SurveyMonkey's large template library, likely covering satisfaction, resolution, and agent performance basics. It's built for quick fielding rather than deep qualitative reconstruction of an incident. Strong for benchmarking scores across many responses at scale.

잘하는 점

Backed by SurveyMonkey's large-scale distribution and benchmarking features
Fielding-ready template that can be launched immediately
Familiar, trusted survey format for respondents

아쉬운 점

No AI-driven follow-up interview to uncover the specific friction points behind a low score
Lacks automated per-response quality scoring or guided screen-share tasks
No transparent prompt methodology since it doesn't use AI interviewing at all

SurveySparrow

IT Help Desk Questionnaire Template

SurveySparrow's conversational form style makes this template feel more chat-like than a typical grid survey, which is a genuine strength for engagement. However, its conversational flow follows pre-set branching logic rather than a true adaptive AI interview that reconstructs an incident narrative. It's a ready-to-field template within their platform.

잘하는 점

Conversational, chat-style UI that can feel more engaging than static grids
Ready-to-field template within SurveySparrow's platform
Supports branching logic for some personalization

아쉬운 점

Conversational UI is not the same as an adaptive AI follow-up interview that probes based on the respondent's specific answers
No voice AI interview option or guided screen-share task capability
No automated per-response quality scoring or transparent AI prompt disclosure

자주 묻는 질문