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Bank Customer Service Request Resolution Survey

Captures how customers experienced a recent request to their bank — the channel used, whether the issue was resolved, and how the interaction felt — with an AI follow-up that digs into the specific moment satisfaction rose or fell. Built for banks and credit unions tracking service quality after calls, chats, branch visits, or app contacts.

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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 moment to share your recent experience contacting us! This will take about 7 minutes and helps us fix what's not working.

Q02
Multiple ChoiceRequired

Which channel did you use for your most recent contact with us?

  • Phone call
  • Live chat
  • In-branch visit
  • Mobile app
  • Email
  • Social media
Q03
Multiple ChoiceRequired

What best describes the reason for that contact?

  • Account access or login issue
  • Card issue (lost, stolen, or declined)
  • Dispute a transaction or report fraud
  • Loan or credit inquiry
  • Fee or billing question
  • Update account information
Q04
Multiple ChoiceRequired

Was your issue resolved during that contact?

  • Yes, fully resolved
  • Yes, partially resolved
  • No, still unresolved
  • Still waiting on a callback or follow-up
Q05
Opinion ScaleRequired

How easy or difficult was it to get help from the right person?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q06
MatrixRequired

Thinking about the representative or system you dealt with, how much do you agree with each statement?

4 rows × 5 columns
  • The representative was knowledgeable about my issue
  • The representative was courteous and respectful
  • The representative explained things clearly
  • The wait time was reasonable
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
Opinion ScaleRequired

Overall, how satisfied are you with how your request was handled?

Scale: 0 – 10
Min:Not at all satisfiedMax:Extremely satisfied
Q08
AI Interview

Reconstruct the specific moment that most shaped this customer's satisfaction score: what happened, what was said, and how it made them feel. If the issue was unresolved or they gave a low score, probe exactly what broke down (wait, handoffs, unclear answers, unmet promises) and what resolution would have satisfied them. If the score was high, find out what specifically the representative or channel did that made it feel effortless.

Q09
Opinion ScaleRequired

Based on this experience, how likely are you to recommend our bank to a friend or family member?

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

How long have you been a customer with us?

  • Less than 1 year
  • 1-3 years
  • 4-10 years
  • More than 10 years
  • Prefer not to say
Q11
Multiple Choice

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
Message

Thank you for sharing your experience! Your answers go directly to our service teams to fix breakdowns and recognize the reps and channels getting it right.

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

  • Purpose-built for banking and credit union service moments — covers channel used, contact reason, and resolution status specific to financial service interactions
  • Includes an AI follow-up interview that reconstructs the exact moment satisfaction rose or fell, going beyond static satisfaction scores to uncover the 'why'
  • Combines opinion scales, a matrix on representative/system experience, and recommendation likelihood with automated per-response quality scoring and auto-generated reports
  • Transparent prompts mean banks can see exactly how the AI is probing customers, supporting compliance and audit needs unique to financial institutions

SurveySparrow

Bank Customer Service Request Form Template

This is a bank-specific template, making it one of the closer comparisons for this use case. It appears to be a static, fielding-ready form rather than one with adaptive AI-driven follow-up questions. Good for capturing structured request data but likely limited in probing the emotional or moment-specific drivers of satisfaction.

What it does well

  • Banking-specific framing out of the box
  • Ready-to-field template requiring no build-out
  • Likely supports SurveySparrow's broader survey distribution and reporting tools

Where it falls short

  • No adaptive AI follow-up to dig into specific satisfaction-shaping moments
  • No indication of automated per-response quality scoring
  • No published methodology or transparent prompt logic since it's a static question set

Typeform

Free Customer Service Request Form Template

This is a general-purpose customer service request form, not tailored to banking or credit unions specifically. It's a fielding-ready template known for a clean, conversational form UI, but it's still a fixed question set rather than a dynamic interview. Useful for general intake but less suited to nuanced service-quality tracking.

What it does well

  • Polished, conversational form-filling experience
  • Free and quick to deploy
  • Familiar Typeform ecosystem for logic branching within fixed question paths

Where it falls short

  • Not banking-specific — lacks channel/resolution framing relevant to financial service reviews
  • No adaptive AI or voice AI interview capability to probe deeper on specific moments
  • No automated quality scoring or AI-generated qualitative reports

QuestionPro

Service Evaluation Survey Questions + Sample Questionnaire Template

This is a generic service evaluation questionnaire rather than a banking-specific survey — more of a broad sample question bank than a purpose-built, fielding-ready template. It covers general satisfaction and service quality dimensions but doesn't address channel-specific banking contact points like calls, chats, branch visits, or app use.

What it does well

  • Broad library of standard service-evaluation questions
  • Backed by an established survey platform with analytics tools
  • Flexible for adapting to multiple industries beyond banking

Where it falls short

  • Not tailored to banking channels or resolution tracking
  • Static question format with no adaptive AI or voice interview follow-up
  • No mechanism for automated per-response quality scoring or moment-specific satisfaction analysis

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