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Internet Service Provider Experience Evaluation

Measures how satisfied customers are with their internet provider's speed, reliability, support, and value — and uses an AI follow-up interview to uncover the specific incidents behind their satisfaction or recommendation score. Built for ISPs and telecom teams running quarterly or post-interaction service reviews.

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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

Hi! We'd love your honest feedback on your internet service. This will take about 4-5 minutes and helps us fix what's actually getting in your way.

Q02
Multiple Choice

Which type of internet connection do you currently have with (Replace with your ISP name)?

  • Fiber
  • Cable
  • DSL
  • Satellite
  • Fixed wireless
  • Not sure
Q03
Opinion ScaleRequired

Overall, how satisfied are you with your internet service?

Scale: 1 – 10
Min:Very dissatisfiedMax:Very satisfied
Q04
MatrixRequired

How would you rate your provider on each of the following?

5 rows × 4 columns
  • Connection speed
  • Reliability (few outages)
  • Value for money
  • Customer support quality
  • Billing clarity
Columns: Poor · Fair · Good · Excellent
Q05
Multiple ChoiceRequired

In the last 30 days, how often did you experience a service outage or significant slowdown?

  • Never
  • 1-2 times
  • 3-5 times
  • More than 5 times
Q06
Opinion ScaleRequired

How likely are you to recommend (Replace with your ISP name) to a friend or colleague?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q07
AI Interview

Probe the reasoning behind the respondent's overall satisfaction and recommendation scores, especially if they diverge from their attribute ratings. Identify the single most recent incident (outage, support call, billing issue) that shaped their view, what happened, and how it was resolved or not. If they gave the lowest-rated attribute a poor score, ask what a fix would look like for them. If satisfaction is high, confirm whether that's despite or because of a specific experience.

Q08
Multiple Choice

How likely are you to switch to a different internet provider in the next 12 months?

  • Definitely will switch
  • Probably will switch
  • Not sure
  • Probably will stay
  • Definitely will stay
Q09
Point Allocation

You have 100 points to allocate. Distribute them across these factors based on how much each matters when you choose or stay with an internet provider.

  • Price
  • Speed
  • Reliability
  • Customer service
  • Contract flexibility
Allocate 100 points
Q10
Multiple Choice

How long have you been a customer with your current internet provider?

  • Less than 6 months
  • 6-12 months
  • 1-3 years
  • 3-5 years
  • 5+ years
  • Prefer not to say
Q11
Multiple Choice

Which best describes your household size?

  • 1 person
  • 2 people
  • 3-4 people
  • 5+ people
  • Prefer not to say
Q12
Message

Thanks so much for sharing this! Your feedback goes straight to our service team to prioritize fixes and improve support — no individual answers are shared outside that review.

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

  • Pairs a straightforward satisfaction and recommendation score with a matrix rating of specific attributes (speed, reliability, support, value) and a constant-sum exercise to see which factors actually drive satisfaction.
  • Includes a dedicated AI follow-up interview that probes the reasoning behind the respondent's satisfaction and recommendation score to surface the specific incident (outage, billing issue, support call) behind the number.
  • Captures churn-risk signals directly — recent outage frequency, likelihood to switch providers in the next 12 months, and tenure — so ISP teams can segment at-risk customers, not just average a score.
  • Runs on a platform with automated per-response quality scoring and auto-generated reports, so open-ended follow-up answers are reviewed for substance rather than left as unread verbatims.

QuestionPro

Service Evaluation Internet Service Provider Survey Template

This is a directly comparable, fielding-ready template built specifically for ISP service evaluation. It draws on QuestionPro's broad survey question library, but is structured as a fixed, static questionnaire rather than an adaptive interview.

What it does well

  • Purpose-built for the ISP/telecom use case rather than a generic service survey
  • Backed by an established survey platform with a wide range of question types and reporting tools

Where it falls short

  • Static question set with no adaptive AI follow-up to dig into why a customer gave a particular score
  • No automated per-response quality scoring or transparent, published prompt methodology

Jotform

Create Free Service Evaluation Forms - Service Evaluation Form Templates

This is a category/hub page listing many general-purpose service evaluation form templates rather than a single ISP-specific, fielding-ready survey. It would need significant customization to cover internet-specific dimensions like outages, speed, or switching risk.

What it does well

  • Large library of customizable form templates spanning many industries
  • Easy drag-and-drop form builder for quick setup and branding

Where it falls short

  • No ISP-specific template — this is a general collection page, not a targeted internet-service evaluation instrument
  • Static form fields only, with no adaptive AI interview or automated response quality scoring

SurveyMonkey

Market Research - Service Survey Template

This is a generic market-research service survey template, not tailored to internet/telecom specifics such as outages, connection type, or churn risk. It would need heavy customization to match an ISP-focused review.

What it does well

  • Backed by a well-known survey platform with strong analytics and reporting features
  • Flexible generic template that can be adapted across service industries

Where it falls short

  • No ISP/telecom-specific question set (no outage tracking, connection-type, or switching-risk questions built in)
  • Fixed, static questions with no adaptive AI follow-up interview to uncover the reasoning behind scores

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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