Q01
Message
All templates
Online Complaint Handling Experience Survey
Captures how easy it was to file a complaint online, how the resolution was handled, and whether the outcome felt fair — for CX and support teams auditing digital complaint channels. An AI follow-up interview reconstructs exactly what happened during resolution, not just a satisfaction score.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
12 questions · ~7 min
Q02
Multiple ChoiceRequired
Which channel did you use to submit your most recent complaint?
- Website contact form
- Mobile app
- Live chat
- Social media
- Phone-based online portal
Q03
Multiple ChoiceRequired
What best describes the issue you complained about?
- Billing or charges
- Product defect or quality
- Delivery or shipping problem
- Customer service interaction
- Account or technical issue
- Order cancellation or refund
Q04
Opinion ScaleRequired
How easy or difficult was it to actually submit your complaint online?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q05
Multiple ChoiceRequired
What is the current status of your complaint?
- Fully resolved
- Partially resolved
- Not resolved
- Still waiting for a response
Q06
Rating ScaleRequired
How would you rate the speed of the response to your complaint?
Range: 1 – 5
Min:Very slowMax:Very fast
Q07
MatrixRequired
Thinking about the overall process, how much do you agree with each statement?
5 rows × 5 columns
- The instructions for submitting a complaint were clear
- I received an acknowledgment within a reasonable time
- The person or system handling my complaint understood the issue
- I was kept informed about progress
- The final outcome felt fair
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q08
Opinion ScaleRequired
Based on how your complaint was handled, how likely are you to recommend this company to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q09
AI Interview
Reconstruct exactly what happened after this respondent submitted their complaint: what response (if any) they got, how long it took, and whether the resolution matched what they were hoping for. If the complaint is partially resolved, not resolved, or still pending, probe specifically what is still outstanding and what would need to happen for them to consider it closed. If they rated the outcome as unfair, dig into what a fair outcome would have looked like to them.
Q10
Long Text
Is there anything else about your complaint experience you'd like us to know?
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
That's everything — thank you for your candor. Your responses go directly to the team working to make our complaint process faster and fairer.
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 after the complaint was submitted, not just how the respondent rated it
- Combines structured filtering (channel used, issue type, complaint status) with an opinion scale on submission ease and a rating on response speed, so quantitative and experiential data live in one flow
- Includes a matrix question capturing agreement across multiple resolution-process statements plus a likelihood-to-recommend measure tied specifically to how the complaint was handled
- Closes with an open long-text question and a transparent closing message, and can auto-generate a report from responses without manual tallying
Jotform
Online Complaint Form TemplateThis is a static intake form for collecting complaint details, not an experience-audit survey with follow-up probing. It's built for form-building flexibility (fields, layout, integrations) rather than understanding how resolution actually unfolded. Good for capturing a complaint, not for diagnosing the complaint-handling process itself.
What it does well
- Drag-and-drop form builder with wide integration options
- Easy to customize fields and branding for intake purposes
- Free-to-start template library
Where it falls short
- No adaptive follow-up questioning — every respondent sees the same static fields regardless of their answers
- No mechanism to reconstruct the resolution process or verify what actually happened after submission
- No published methodology or per-response quality scoring
SurveyMonkey
Online Complaint Form TemplateSurveyMonkey offers a standard complaint-intake template with typical satisfaction-style questions. It's a fielding-ready survey but relies on fixed question sets and closed-ended scales rather than dynamic exploration of the resolution journey. Suited for basic tracking, not deep reconstruction of what happened.
What it does well
- Established survey distribution and panel/reporting tools
- Simple to launch quickly with pre-built question logic
- Familiar analytics dashboard for aggregate trends
Where it falls short
- No adaptive AI interviewing — questions don't probe deeper based on individual responses
- No voice-based interview option or guided screen-share tasks
- Cannot reconstruct the specific sequence of events during resolution, only surface-level ratings
SurveySparrow
Online Complaint Form Template | For Filing Customer ComplaintSurveySparrow's conversational-style form template is designed to feel more chat-like when filing a complaint, but it remains a fixed-question format rather than a true adaptive interview. It's fielding-ready for basic complaint capture but doesn't dynamically dig into how the resolution actually played out.
What it does well
- Conversational UI that can feel more approachable than static forms
- Mobile-friendly, chat-style presentation
- Pre-built template speeds up deployment
Where it falls short
- No true AI-driven adaptive follow-up — conversational styling is not the same as dynamic probing
- No per-response quality scoring or transparent prompt methodology
- No structured reconstruction of the post-submission resolution timeline
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.