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Finance & Insurance

Credit Card Dispute Resolution Experience Survey

Measures cardholder satisfaction, effort, and friction across the end-to-end dispute lifecycle—from initiation through resolution—to identify process improvements and support retention.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

22 questions · ~10 min
Q01
Message

Welcome, and thank you for participating in this survey about your credit card dispute experience. This survey takes approximately 10 minutes to complete. Your responses are confidential and will be reported only in aggregate to improve our processes. There are no right or wrong answers—we are interested in your honest opinions. Participation is entirely voluntary, and you may stop at any time.

Q02
Multiple Choice

When was your most recent credit card charge dispute?

  • Within the last 30 days
  • 31–90 days ago
  • 91–365 days ago
  • More than a year ago
  • I have never disputed a charge
Q03
Multiple Choice

How did you first contact us to initiate that dispute?

  • In-app chat
  • Mobile app form
  • Website form
  • Phone call
  • Secure message/email
  • Branch visit
Q04
Dropdown

How long did it take to fully resolve your most recent dispute?

  • Same day
  • 1–3 days
  • 4–7 days
  • 1–2 weeks
  • 2–4 weeks
  • More than 4 weeks
  • Still unresolved
Q05
Opinion Scale

How responsive was our support team during the dispute process?

Scale: 1 – 7
Min:Not at all responsiveMax:Extremely responsive
Q06
Opinion Scale

How much effort did you personally have to put forth to resolve your dispute?

Scale: 1 – 7
Min:Very low effortMax:Very high effort
Q07
Multiple Choice

Which, if any, of the following challenges did you experience during the dispute process? Select all that apply.

  • Couldn't find where to start the dispute
  • Long hold or wait times
  • Had to repeat information to multiple agents
  • Unclear documentation requirements
  • Had to mail or fax documents
  • Limited visibility into dispute status
  • Transferred between agents or departments
  • Dispute closed without prior notice
  • No challenges experienced
Q08
Long Text

Based on your experience, what is the single most important improvement we could make to our dispute or support process?

Q09
Dropdown

What is your age?

  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q10
Message

Thank you for completing this survey. Your feedback is valuable and will directly inform improvements to our dispute process and support experience.

Q11
Dropdown

How long have you held your primary credit card with us?

  • Less than 6 months
  • 6–12 months
  • 1–3 years
  • 3–5 years
  • More than 5 years
  • Prefer not to say
Q12
Dropdown

Approximately how many times did you contact us regarding that dispute?

  • 1 time
  • 2 times
  • 3 times
  • 4 times
  • 5 or more times
Q13
Multiple Choice

What was the final outcome of your most recent dispute?

  • Full refund/charge reversed
  • Partial refund
  • No refund/charge stood
  • Temporary credit that was later reversed
  • Still pending
Q14
Opinion Scale

How helpful was our support team in guiding you through the dispute process?

Scale: 1 – 7
Min:Not at all helpfulMax:Extremely helpful
Q15
Opinion Scale

Overall, how satisfied are you with your most recent dispute experience?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q16
Ranking

Please rank the following dispute channels in order of your preference, from most preferred to least preferred.

  1. In-app chat
  2. Phone call
  3. Secure message/email
  4. Website form
  5. Mobile app form
  6. Branch visit
Drag to rank
Q17
AI Interview

We'd like to understand more about your dispute experience. An AI moderator will ask you a couple of brief follow-up questions based on your earlier responses.

Q18
Multiple Choice

Which gender do you identify with?

  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q19
Opinion Scale

How clearly did our team communicate the status and next steps of your dispute?

Scale: 1 – 7
Min:Not at all clearlyMax:Extremely clearly
Q20
Opinion Scale

How likely are you to continue using our credit card as your primary card?

Scale: 1 – 7
Min:Very unlikelyMax:Very likely
Q21
Dropdown

In which region do you currently reside?

  • United States
  • Canada
  • United Kingdom
  • European Union
  • Australia/New Zealand
  • India
  • Southeast Asia
  • Latin America
  • Middle East/North Africa
  • Sub-Saharan Africa
  • Other
Q22
Opinion Scale

Compared to other credit card issuers you have used, how does our dispute process compare?

Scale: 1 – 7
Min:Much worseMax:Much better

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

  • Covers the full dispute lifecycle end-to-end: initiation channel, contact frequency, resolution time, and final outcome, not just a single satisfaction snapshot
  • Combines structured metrics (responsiveness, helpfulness, clarity, effort, satisfaction, retention likelihood) with an open-text improvement question and a ranking of preferred dispute channels
  • Includes an AI follow-up interview to probe deeper into the dispute experience beyond fixed-choice answers, plus optional voice AI and screen-share task capability if needed
  • Automated per-response quality scoring and auto-generated reports mean friction points and retention risk can be surfaced without manual analysis

Jotform

Dispute Resolution Form Template

This is a generic dispute-resolution intake form for documenting a case, not a satisfaction/effort research survey. It's fielding-ready as a form builder template but isn't structured to measure lifecycle experience, effort, or retention risk. Useful for case logging, not for the kind of experience research QuestionPunk's template targets.

What it does well

  • Quick to deploy as a straightforward web form
  • Customizable fields via Jotform's drag-and-drop builder
  • Can double as an intake mechanism for actual disputes

Where it falls short

  • Static question set with no adaptive follow-up probing into individual respondent answers
  • No built-in satisfaction/effort/retention scoring framework
  • No transparent methodology or per-response quality scoring

QuestionPro

Credit Card Survey Template

A general credit card survey template covering usage and satisfaction topics broadly, rather than a dedicated dispute-lifecycle instrument. It's a reasonable fielding-ready starting point but would need heavy customization to match dispute-specific metrics like resolution time, contact frequency, or channel ranking. Standard multiple-choice/rating format typical of QuestionPro's survey library.

What it does well

  • Backed by an established enterprise survey platform with broad question libraries
  • Likely includes standard satisfaction and demographic question types
  • Easy to customize within QuestionPro's editor

Where it falls short

  • No adaptive AI-driven follow-up interviews to dig into why a rating was given
  • Not purpose-built around the dispute lifecycle (initiation, contact count, resolution time, outcome)
  • No transparent prompt methodology or automated quality scoring of open responses

SurveyMonkey

Customer Support Satisfaction Survey Template

A general-purpose customer support satisfaction template, applicable to disputes only by adaptation rather than by design. It likely covers responsiveness, helpfulness, and overall satisfaction similar to parts of QuestionPunk's template, but omits dispute-specific process detail like channel preference or outcome tracking. Solid, well-tested generic template rather than a dispute-lifecycle instrument.

What it does well

  • Mature, widely-used survey platform with strong distribution and analytics tooling
  • Template is pre-built for quick deployment on general support satisfaction
  • Likely includes standard CSAT/effort-style questions

Where it falls short

  • Not tailored to the credit card dispute lifecycle specifically (no dispute channel, resolution time, or outcome questions)
  • Static question flow with no adaptive AI follow-up interviewing
  • No transparent prompt-level methodology or automated per-response quality scoring

Ready to launch?

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