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Customer Experience

Online Complaint Handling Experience Survey

Captures how easy it was to file a complaint online, how the resolution was handled, and whether the outcome felt fair — for CX and support teams auditing digital complaint channels. An AI follow-up interview reconstructs exactly what happened during resolution, not just a satisfaction score.

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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 share your experience filing a complaint with us online. Your responses are completely confidential and anonymized. This will take about 7 minutes, and your honest feedback — good or bad — helps us fix the process.

Q02
객관식필수

Which channel did you use to submit your most recent complaint?

  • Website contact form
  • Mobile app
  • Live chat
  • Email
  • Social media
  • Phone-based online portal
Q03
객관식필수

What best describes the issue you complained about?

  • Billing or charges
  • Product defect or quality
  • Delivery or shipping problem
  • Customer service interaction
  • Account or technical issue
  • Order cancellation or refund
Q04
의견 척도필수

How easy or difficult was it to actually submit your complaint online?

척도: 1 – 7
최소:Very difficult최대:Very easy
Q05
객관식필수

What is the current status of your complaint?

  • Fully resolved
  • Partially resolved
  • Not resolved
  • Still waiting for a response
Q06
평점 척도필수

How would you rate the speed of the response to your complaint?

범위: 1 – 5
최소:Very slow최대:Very fast
Q07
매트릭스필수

Thinking about the overall process, how much do you agree with each statement?

5개 행 × 5개 열
  • The instructions for submitting a complaint were clear
  • I received an acknowledgment within a reasonable time
  • The person or system handling my complaint understood the issue
  • I was kept informed about progress
  • The final outcome felt fair
열: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q08
의견 척도필수

Based on how your complaint was handled, how likely are you to recommend this company to a friend or colleague?

척도: 0 – 10
최소:Not at all likely최대:Extremely likely
Q09
AI 인터뷰

Reconstruct exactly what happened after this respondent submitted their complaint: what response (if any) they got, how long it took, and whether the resolution matched what they were hoping for. If the complaint is partially resolved, not resolved, or still pending, probe specifically what is still outstanding and what would need to happen for them to consider it closed. If they rated the outcome as unfair, dig into what a fair outcome would have looked like to them.

Q10
장문형

Is there anything else about your complaint experience you'd like us to know?

Q11
객관식

Which age range do you fall into?

  • Under 25
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
  • Prefer not to say
Q12
메시지

That's everything — thank you for your candor. Your responses go directly to the team working to make our complaint process faster and fairer.

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 satisfaction score with an AI follow-up interview that reconstructs exactly what happened after the complaint was submitted, not just how the respondent rated it
  • Combines structured filtering (channel used, issue type, complaint status) with an opinion scale on submission ease and a rating on response speed, so quantitative and experiential data live in one flow
  • Includes a matrix question capturing agreement across multiple resolution-process statements plus a likelihood-to-recommend measure tied specifically to how the complaint was handled
  • Closes with an open long-text question and a transparent closing message, and can auto-generate a report from responses without manual tallying

Jotform

Online Complaint Form Template

This is a static intake form for collecting complaint details, not an experience-audit survey with follow-up probing. It's built for form-building flexibility (fields, layout, integrations) rather than understanding how resolution actually unfolded. Good for capturing a complaint, not for diagnosing the complaint-handling process itself.

잘하는 점

  • Drag-and-drop form builder with wide integration options
  • Easy to customize fields and branding for intake purposes
  • Free-to-start template library

아쉬운 점

  • No adaptive follow-up questioning — every respondent sees the same static fields regardless of their answers
  • No mechanism to reconstruct the resolution process or verify what actually happened after submission
  • No published methodology or per-response quality scoring

SurveyMonkey

Online Complaint Form Template

SurveyMonkey offers a standard complaint-intake template with typical satisfaction-style questions. It's a fielding-ready survey but relies on fixed question sets and closed-ended scales rather than dynamic exploration of the resolution journey. Suited for basic tracking, not deep reconstruction of what happened.

잘하는 점

  • Established survey distribution and panel/reporting tools
  • Simple to launch quickly with pre-built question logic
  • Familiar analytics dashboard for aggregate trends

아쉬운 점

  • No adaptive AI interviewing — questions don't probe deeper based on individual responses
  • No voice-based interview option or guided screen-share tasks
  • Cannot reconstruct the specific sequence of events during resolution, only surface-level ratings

SurveySparrow

Online Complaint Form Template | For Filing Customer Complaint

SurveySparrow's conversational-style form template is designed to feel more chat-like when filing a complaint, but it remains a fixed-question format rather than a true adaptive interview. It's fielding-ready for basic complaint capture but doesn't dynamically dig into how the resolution actually played out.

잘하는 점

  • Conversational UI that can feel more approachable than static forms
  • Mobile-friendly, chat-style presentation
  • Pre-built template speeds up deployment

아쉬운 점

  • No true AI-driven adaptive follow-up — conversational styling is not the same as dynamic probing
  • No per-response quality scoring or transparent prompt methodology
  • No structured reconstruction of the post-submission resolution timeline

자주 묻는 질문

“Online Complaint Handling Experience Survey” 템플릿에는 어떤 질문이 포함되어 있나요?

바로 사용할 수 있는 질문 12개가 포함되어 있으며, 처음 질문은 다음과 같습니다: “Thanks for taking a moment to share your experience filing a complaint with us online. Your responses are completely con…” · “Which channel did you use to submit your most recent complaint?” · “What best describes the issue you complained about?”. 전체 질문은 위에서 미리 볼 수 있고 모두 수정 가능합니다.

이 설문을 완료하는 데 얼마나 걸리나요?

응답자는 보통 질문 12개를 약 7분 안에 완료합니다.

템플릿을 수정할 수 있나요?

네. 설문을 공개하기 전에 모든 질문, 답변 옵션, 순서를 자유롭게 수정할 수 있습니다. 질문을 추가·삭제하거나 AI 편집기에 연구 목표에 맞춘 재구성을 요청할 수도 있습니다.

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