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Customer Service Interaction Feedback Survey

Captures satisfaction, effort, and resolution quality right after a support interaction, plus what matters most in a good service experience. An AI follow-up interview digs into the specific moment things went well or fell apart, surfacing details a rating alone can't explain. Built for support, CX, and operations teams.

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Sample questions

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

13 questions · ~7 min
Q01
Message

Thanks for reaching out to our support team recently! We'd love your honest feedback on that experience — it takes about 7 minutes and helps us fix what's not working.

Q02
Multiple ChoiceRequired

How did you contact support for your most recent issue?

  • Phone
  • Live chat
  • Email
  • Help center / self-service
  • Social media
  • In person
Q03
Multiple ChoiceRequired

Was your issue fully resolved?

  • Yes, completely
  • Partially
  • No, not resolved
  • Still waiting on a response
Q04
Opinion ScaleRequired

Overall, how satisfied were you with how this issue was handled?

Scale: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q05
Opinion ScaleRequired

How much effort did you personally have to put in to get your issue resolved?

Scale: 1 – 7
Min:Very low effortMax:Very high effort
Q06
MatrixRequired

Thinking about the support agent or team you dealt with, how would you rate them on each of the following?

4 rows × 5 columns
  • Knowledge of the product/issue
  • Friendliness and professionalism
  • Speed of response
  • Clarity of communication
Columns: Poor · Fair · Good · Very good · Excellent
Q07
AI Interview

Reconstruct exactly what happened during this respondent's support interaction: what the issue was, what the agent or channel did well or poorly, and the specific moment satisfaction rose or dropped. If the issue was not fully resolved or effort was rated high, dig into what got in the way and what would have fixed it. If they rated everything highly, ask what specifically stood out as exceptional so it can be replicated.

Q08
Ranking

Rank these aspects of a support experience from most to least important to you.

  1. Getting a fast response
  2. Resolving the issue on the first contact
  3. Talking to a knowledgeable agent
  4. Being treated politely and with empathy
  5. Not having to repeat myself across channels
Drag to rank
Q09
Opinion ScaleRequired

How likely are you to recommend our company to a friend or colleague based on this support experience?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q10
Multiple Choice

Did you have to contact us more than once about this same issue?

  • No, one contact was enough
  • Yes, I had to follow up once
  • Yes, I had to follow up multiple times
Q11
Long Text

Is there anything else about this support experience you'd like us to know?

Q12
Multiple Choice

How long have you been a customer with us?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q13
Message

That's everything — thank you for the detailed feedback! Your responses go directly to our support and operations teams to improve how we help customers like you.

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

  • Goes beyond a satisfaction score with an AI follow-up interview that reconstructs exactly what happened during the support interaction, surfacing details a rating alone can't explain
  • Captures effort and resolution quality alongside satisfaction and NPS-style likelihood-to-recommend, giving a fuller post-interaction picture
  • Includes a ranking question on what matters most in a good service experience plus an agent/team matrix rating, so CX and ops teams can prioritize fixes, not just track scores
  • Built specifically for support, CX, and operations teams, with automated quality scoring on responses and an auto-generated report ready to share

SurveyMonkey

Customer Service Survey Template (With Questions)

A static, ready-to-field customer service survey template with a standard set of satisfaction and support-quality questions. It's backed by SurveyMonkey's broad survey infrastructure and analytics, but the question set itself is fixed once deployed. No mechanism for probing deeper into an individual respondent's specific experience.

What it does well

  • Established survey platform with mature distribution and reporting tools
  • Template is pre-built and ready to field quickly
  • Likely benefits from SurveyMonkey's benchmark data and question library

Where it falls short

  • Fixed-question format with no adaptive follow-up to dig into what actually happened in a specific interaction
  • No per-response quality scoring of open-ended answers
  • No transparent methodology showing how questions or scoring were generated

SurveySparrow

Customer Service Feedback Survey Template

A conversational-style survey template aimed at capturing customer service feedback, fitting SurveySparrow's chat-like form format. It covers standard satisfaction-type questions but relies on pre-set branching logic rather than true adaptive AI conversation. Good for a friendlier respondent experience, not for reconstructing interaction-level detail.

What it does well

  • Conversational UI that may improve completion rates
  • Template built specifically for the customer service feedback use case
  • Part of a broader survey platform with logic/branching features

Where it falls short

  • Branching logic is pre-scripted, not an adaptive AI interview that reacts to each answer in real time
  • No voice AI interview option or guided screen-share tasks
  • No stated per-response quality scoring or automated analytical report generation

Typeform

Customer Service Feedback Form Template

A polished, conversational one-question-at-a-time form template for gathering customer service feedback, consistent with Typeform's design-forward form style. It's a static question flow meant to look and feel good, not to adapt based on respondent answers. Best suited for lightweight sentiment capture rather than deep incident-level investigation.

What it does well

  • Clean, high-completion-rate form design
  • Easy to customize visually and brand-match
  • Simple to deploy as a ready-to-use template

Where it falls short

  • No adaptive AI follow-up questioning to reconstruct what happened in a specific support interaction
  • No voice interview or guided task-with-screen-share capability
  • No automated quality scoring or auto-generated analytical report

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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