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Business Contact Experience Feedback Survey

Captures how prospects and customers experience reaching out to your business — how easy it was to get a response, how the interaction was handled, and whether it moved them closer to (or further from) doing business with you. An AI follow-up reconstructs exactly what happened during their most recent contact attempt, beyond the numbers.

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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 taking a moment to share feedback! Your responses are completely confidential and anonymized. We'd like to hear about your recent experience contacting our team — this takes about 7 minutes and helps us respond faster and better next time.

Q02
Multiple ChoiceRequired

What was the main reason you contacted us?

  • Sales inquiry or quote request
  • Support or troubleshooting question
  • Partnership or vendor inquiry
  • Billing or account issue
  • General information request
  • Complaint
Q03
Multiple ChoiceRequired

Which channel did you use to reach us?

  • Phone call
  • Email
  • Website contact form
  • Live chat
  • Social media message
  • In person
Q04
Opinion ScaleRequired

How easy was it to reach the right person or department for your request?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q05
Rating ScaleRequired

How would you rate the speed of our response to your initial contact?

Range: 1 – 5
Min:Very slowMax:Very fast
Q06
MatrixRequired

Thinking about the person or team who handled your contact, how much do you agree with each statement?

4 rows × 5 columns
  • They were knowledgeable about my request
  • They were courteous and professional
  • My question or issue was actually resolved
  • Their communication was clear and easy to follow
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
Opinion ScaleRequired

Based on this contact experience alone, how likely are you to recommend doing business with us?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q08
Multiple ChoiceRequired

Did this contact experience change how likely you are to do business with us?

  • Made me more likely to do business with you
  • No change either way
  • Made me less likely to do business with you
  • Too early to tell
Q09
AI Interview

Reconstruct exactly what happened the last time this respondent contacted the business: what channel they used, how long they waited, who they spoke with, and whether their request was actually resolved on that contact or required follow-up. If they rated responsiveness or ease-of-reach low, dig into the specific moment things went wrong (unreturned message, wrong department, confusing form, etc.). If they said the experience made them less likely to do business, probe what specifically would need to change to win them back.

Q10
Long Text

Is there anything specific that would have made this contact experience better?

Q11
Multiple Choice

Which best describes your role in this interaction?

  • Decision-maker / buyer
  • Individual contributor / end user
  • Procurement or vendor management
  • Partner or reseller
  • Other
Q12
Multiple Choice

What is the approximate size of your organization?

  • Just me / freelancer
  • 2-10 employees
  • 11-50 employees
  • 51-200 employees
  • 201-1,000 employees
  • 1,000+ employees
  • Prefer not to say
Q13
Message

That's everything — thank you for the detailed feedback! We'll use your responses (and your AI follow-up conversation) to improve how quickly and effectively we respond to contacts like yours.

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

  • Includes structured questions on reason for contact, channel used, ease of reaching the right person, and speed of response, plus a matrix rating how the handling team performed
  • Adds an AI follow-up interview that reconstructs exactly what happened during the respondent's most recent contact attempt, capturing detail static scales miss
  • Ties the experience directly to business impact by asking whether the contact experience changed the respondent's likelihood to do business with you, alongside an open-text question on what would have made it better
  • Captures respondent context (role in the interaction, organization size) so results can be segmented, all delivered through a free tier or $50/mo Business plan

SurveyMonkey

Customer Feedback Survey Template (Business To Business)

This is a general B2B customer feedback template rather than one focused specifically on the contact/response experience, so it's a partial rather than direct comparison. It's a ready-to-field static survey built on SurveyMonkey's established form infrastructure and reporting tools. Teams already using SurveyMonkey for other feedback programs may appreciate the familiar builder, but the questions are fixed rather than adaptive to each respondent's situation.

What it does well

  • Backed by SurveyMonkey's mature survey platform with broad distribution and analytics features
  • Quick to deploy using a pre-built B2B question set
  • Familiar interface for teams already standardized on SurveyMonkey

Where it falls short

  • Fixed question set with no adaptive AI follow-up to probe into what actually happened during a contact attempt
  • No voice AI interview option or guided screen-share tasks
  • No automated per-response quality scoring or published prompt-level methodology

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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