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Client Contact & Communication Preferences Survey

Measures how satisfied clients are with the frequency, channel, and responsiveness of your team's contact, and what they actually want more or less of. Built for client-facing teams in agencies, consulting, and professional services who want to catch communication breakdowns before they cause churn. The AI follow-up interview reconstructs one specific recent contact experience instead of vague complaints.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

12 questions · ~7 min
Q01
Message

Thanks for taking a few minutes to tell us how we're doing at staying in touch. This isn't about the work itself, just how we communicate with you. About 4-5 minutes, and honest answers help us the most.

Q02
Multiple ChoiceRequired

Which channel do you use most often to reach us or hear from us?

  • Email
  • Phone call
  • Text/SMS
  • Video call
  • Client portal
  • In person
Q03
Opinion ScaleRequired

Over the last 3 months, how satisfied have you been with how quickly we respond to your questions or requests?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q04
Multiple ChoiceRequired

How often do you want to hear from us about the status of your account or project, even when there's nothing urgent to report?

  • Only when something changes
  • Weekly
  • Every 2 weeks
  • Monthly
  • Only at major milestones
Q05
MatrixRequired

How much do you agree with each statement about how we communicate with you?

5 rows × 5 columns
  • Communications are timely
  • Communications are clear and easy to understand
  • We proactively flag issues before you have to ask
  • Communications feel personalized to your needs
  • We follow up on open items without you having to chase us
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
Best–Worst Trade-off (MaxDiff)Required

Which of these aspects of our communication matter most and least to you?

  • Speed of response
  • Clarity of explanations
  • Proactive updates on progress or issues
  • Having a single, consistent point of contact
  • Availability outside standard business hours
  • Personalized attention to your specific needs
  • Transparency about scope, pricing, or timeline changes
Pick best & worst per setBest:Matters most to meWorst:Matters least to me
Q07
Opinion ScaleRequired

Based on your experience working with our team, how likely are you to recommend us to a colleague?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q08
AI Interview

Ask the respondent to walk through the most recent time they reached out to us or we reached out to them: what was communicated, how quickly it happened, and whether it fully resolved their need. If their responsiveness rating was low, probe exactly where the delay or miscommunication occurred and what an ideal response would have looked like. If it was high, capture specifically what worked so it can be repeated across other clients.

Q09
Long Text

Is there anything specific about how we communicate with you, frequency, channel, or content, that you'd like us to change?

Q10
Multiple Choice

How long have you been a client with us?

  • Less than 6 months
  • 6-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q11
Multiple Choice

What type of account best describes your relationship with us? (Replace with your own account tiers, e.g., Individual, Small Business, Enterprise.) (Template note: customize these tiers to match your actual client segments before launching.)

  • (Replace with tier A)
  • (Replace with tier B)
  • (Replace with tier C)
  • Prefer not to say
Q12
Message

That's everything, thank you! Your answers go directly to the team responsible for how we stay in touch with clients, and will shape changes to our communication cadence and channels.

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Uses an AI follow-up interview to reconstruct one specific recent contact experience instead of collecting vague 'communication could be better' complaints
  • Combines a satisfaction opinion scale, a channel-preference question, a frequency preference question, and a max-diff prioritization so you learn not just how satisfied clients are but what to actually change
  • Includes a matrix of agreement statements plus an open long-text follow-up to surface specifics on frequency, channel, and tone that closed questions miss
  • Pairs recommendation likelihood with account type and tenure questions so churn-risk communication patterns can be segmented by client type and lifecycle stage

Jotform

70+ Client Evaluation Forms

This is a category/gallery page listing dozens of static evaluation form templates rather than a single fielding-ready client communication survey. It's useful for browsing generic form structures (ratings, checkboxes, text fields) but you'd need to assemble and customize a form yourself to match a communication-preferences use case. No mention of AI-driven follow-up or automated analysis anywhere on the page.

What it does well

  • Large variety of templates to choose from and adapt
  • Jotform's drag-and-drop builder makes editing any chosen template straightforward
  • Familiar form fields (ratings, multiple choice, short text) that are easy for clients to complete quickly

Where it falls short

  • A hub of static forms, not a purpose-built communication-preferences survey — extra setup required to get something comparable
  • No adaptive AI follow-up questioning to dig into a specific recent contact experience
  • No automated per-response quality scoring or auto-generated report; results just collect as raw form submissions

QuestionPro

Client Service Satisfaction Survey Template

This is a genuine, ready-to-field satisfaction survey template covering the same broad territory — client experience with service and responsiveness. It's a solid generic starting point for measuring overall satisfaction, but it's not specifically built around communication channel/frequency preferences or reconstructing a single contact event. All questions appear to be standard closed-ended survey types.

What it does well

  • Purpose-built as a client satisfaction survey with established question logic
  • Backed by a mature survey platform with reporting and analytics tools
  • Likely includes standard NPS/CSAT-style questions that are easy to benchmark

Where it falls short

  • Static question set — no adaptive AI follow-up interview to probe a specific recent contact experience
  • No voice AI interview or guided screen-share task option
  • No transparent, published prompt methodology or automated per-response quality scoring — likely relies on manual review of open-ended answers

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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