Customer Experience

Voice of the Customer Experience & Loyalty Survey

Captures how customers rate your product, support, and value versus what actually drives their loyalty or churn risk. Combines a satisfaction and recommendation benchmark with a best-worst prioritization of improvement areas, plus an AI follow-up interview that digs into the story behind each score so you know exactly what to fix first.

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

Hi! We'd love your honest feedback on your experience with us so far. Your responses are completely confidential and anonymized. This takes about 5 minutes and helps us fix what's actually getting in your way.

Q02

의견 척도필수

Overall, how satisfied are you with your experience with us?

척도: 1 – 5

최소:Very dissatisfied최대:Very satisfied

Q03

의견 척도필수

How likely are you to recommend us to a friend or colleague?

척도: 0 – 10

최소:Not at all likely최대:Extremely likely

Q04

매트릭스필수

Please rate us on each of the following:

5개 행 × 5개 열

Product or service quality
Customer support responsiveness
Value for the price
Ease of doing business with us
Clarity of communication

열: Poor · Fair · Good · Very good · Excellent

Q05

객관식

Which channel was your most recent interaction with us?

Email
Phone
Live chat
In-person / on-site
Mobile or web app
Company website
Other

Q06

객관식필수

In the last 90 days, how many times have you contacted us for help or support?

Never
Once
2-3 times
4-6 times
More than 6 times

Q07

최선·최악 선택형(MaxDiff)필수

If we could only improve two of these, which matter most and which matter least to you?

Pricing and plans
Product features
Customer support responsiveness
Onboarding and setup
Proactive communication
Reliability and uptime
Ease of use
Overall value for money

세트별 최선·최악 선택최선:Most important최악:Least important

Q08

AI 인터뷰

Probe the story behind the respondent's satisfaction and recommendation scores. If either score is low (satisfaction under 3 or recommendation under 7), find the specific moment or interaction that caused it, whether it was a one-off or a pattern, and what would need to change for the score to improve. If scores are high, find out what single thing they'd protect if we changed anything. Anchor on the improvement area they ranked most important and ask for a concrete recent example.

Q09

장문형

What's one thing we could do differently that would most improve your experience?

Q10

객관식필수

How likely are you to continue doing business with us over the next year?

Definitely will not
Probably will not
Not sure
Probably will
Definitely will

Q11

객관식

Which best describes your role in the decision to use our product or service?

Primary decision maker
Influencer / recommender
Day-to-day user, not involved in the decision
Other
Prefer not to say

Q12

객관식

How long have you been a customer?

Less than 6 months
6 months to 1 year
1-2 years
3-5 years
More than 5 years
Prefer not to say

Q13

메시지

Thank you for sharing your feedback! We review every response to prioritize fixes and improvements, and a member of our team may follow up if you flagged something we can help with right away.

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

Pairs a satisfaction and recommendation benchmark (opinion scale + NPS-style question) with a matrix rating across specific service dimensions, so you get both a headline score and where it's breaking down
Uses best-worst (max-diff) prioritization to force respondents to reveal which improvement areas actually matter most versus least, instead of letting everything score as 'important'
Includes an AI follow-up interview that probes the story behind each respondent's satisfaction and recommendation scores, turning a number into a reason
Adds context questions (most recent channel, support contact frequency, tenure, decision-making role) plus an open-ended improvement question and a forward-looking retention question, so churn risk and loyalty drivers can be segmented, not just averaged

Jotform

Voice of the Customer Survey Form Template

A static, drag-and-drop VoC form template built for Jotform's form builder ecosystem. It's fielding-ready and easy to customize visually, but it's a fixed question set with no mechanism to dig into the 'why' behind any given score. Good for quick deployment, less suited to root-cause analysis.

잘하는 점

Easy visual customization via Jotform's drag-and-drop builder
Wide range of integrations and widget add-ons typical of Jotform templates
Simple to embed and share across channels

아쉬운 점

No adaptive follow-up questioning — every respondent sees the same fixed questions
No voice-based interview option
No per-response quality scoring or transparency into how responses are evaluated

SurveySparrow

Voice of Customer Survey Template

SurveySparrow's conversational, chat-style survey format makes this VoC template feel more personal than a traditional form, and it's ready to field as-is. However, the conversational tone is scripted, not adaptive — it doesn't actually change based on what a respondent says.

잘하는 점

Conversational, chat-like question flow improves completion rates
Positioned for recurring/relationship NPS-style tracking
Mobile-friendly presentation

아쉬운 점

No genuine adaptive AI probing — the conversational feel is templated, not responsive to answers
No voice AI interview capability
No published methodology for how any scoring or analysis is derived

Typeform

Voice of the Customer Survey Form Template

Typeform offers a polished, one-question-at-a-time VoC template known for strong design and respondent experience. It's a solid static template for gathering structured feedback, but like other form builders it can't ask a dynamic follow-up when a respondent gives a low score or an interesting comment.

잘하는 점

Clean, high-conversion one-question-at-a-time design
Strong brand reputation for respondent-friendly UX
Broad integration ecosystem for routing responses

아쉬운 점

No adaptive AI follow-up interview or voice interview option
Fixed question logic — branching is rule-based, not AI-driven conversation
No automated per-response quality scoring or transparent prompt methodology

SurveyMonkey

Customer Experience Survey Template & Questions

SurveyMonkey's CX template draws on its long history in market research and includes benchmarking-style questions and reporting tools. It's a mature, fielding-ready static template, but it relies on standard survey logic rather than any AI-driven conversation with respondents.

잘하는 점

Backed by SurveyMonkey's established survey methodology reputation
Built-in analytics and reporting dashboards
Large template library for related CX/NPS use cases

아쉬운 점

No adaptive AI or voice interview to explore the reasoning behind scores
Question set is static once fielded, with only basic skip logic
No automated quality scoring of individual responses

자주 묻는 질문