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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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Bank Customer Service Request Resolution Survey
Thanks for taking a moment to share your recent experience contacting us! Your responses are completely confidential and anonymized. This will take about 7 minutes and helps us fix what's not working.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
10 questions · ~7 min
Q01
Multiple ChoiceRequired
Which channel did you use for your most recent contact with us?
- Phone call
- Live chat
- In-branch visit
- Mobile app
- Social media
Q02
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
Q03
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
Q04
Opinion ScaleRequired
How easy or difficult was it to get help from the right person?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q05
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
Q06
Opinion ScaleRequired
Overall, how satisfied are you with how your request was handled?
Scale: 0 – 10
Min:Not at all satisfiedMax:Extremely satisfied
Q07
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.
Q08
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
Q09
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
Q10
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
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 TemplateThis 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 TemplateThis 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 TemplateThis 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
Frequently asked questions
What questions are in the “Bank Customer Service Request Resolution Survey” template?
The template includes 10 ready-to-use questions, starting with: “Which channel did you use for your most recent contact with us?” · “What best describes the reason for that contact?” · “Was your issue resolved during that contact?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 10 questions in about 7 minutes.
Can I customize this template?
Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.
Is this template free to use?
Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.
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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