Q01
Message
All templatesFinance & 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.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
22 questions · ~10 min
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.
- In-app chat
- Phone call
- Secure message/email
- Website form
- Mobile app form
- 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 TemplateThis 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 TemplateA 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 TemplateA 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
Frequently asked questions
What questions are in the “Credit Card Dispute Resolution Experience Survey” template?
The template includes 22 ready-to-use questions, starting with: “Welcome, and thank you for participating in this survey about your credit card dispute experience. This survey takes app…” · “When was your most recent credit card charge dispute?” · “How did you first contact us to initiate that dispute?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 22 questions in about 10 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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