Q01
Message
All templatesCustomer Experience
Customer Complaint Resolution Experience Survey
Captures what happened when a customer raised a complaint — how easy it was to submit, how the resolution process felt, and whether it was actually fixed. An AI follow-up interview digs into the specific moment satisfaction dropped (or rose), surfacing what a closed-ended score alone would miss. Built for support, CX, and quality teams reviewing complaint handling.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
14 questions · ~7 min
Q02
Multiple ChoiceRequired
What was your complaint mainly about?
- A product or service defect
- Billing or pricing issue
- Customer service interaction
- Delivery or shipping problem
- Account or technical issue
- Other
Q03
Multiple ChoiceRequired
How did you first submit your complaint?
- Phone call
- Live chat
- In person / at a store or branch
- Social media
- Website form
- Other
Q04
Opinion ScaleRequired
How much effort did it take to actually get your complaint submitted and acknowledged?
Scale: 1 – 5
Min:Very little effortMax:A great deal of effort
Q05
MatrixRequired
Thinking about how your complaint was handled, please rate how much you agree with each statement.
4 rows × 5 columns
- It was resolved in a reasonable amount of time
- I was kept informed of progress along the way
- The person handling it understood my issue
- The outcome felt fair
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
Multiple ChoiceRequired
What was the final outcome of your complaint?
- Fully resolved to my satisfaction
- Partially resolved
- Not resolved
- Still waiting on a resolution
- I gave up before it was resolved
Q07
Rating ScaleRequired
Overall, how satisfied are you with how your complaint was resolved?
Range: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q08
Opinion ScaleRequired
Based on this experience, how likely are you to recommend us to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q09
AI Interview
Reconstruct the specific moment in this complaint journey that most shaped the respondent's satisfaction rating — anchor on their resolution satisfaction and recommendation scores and ask what exactly happened, said, or didn't happen at that point. If the complaint was not fully resolved or they gave up, probe what would have changed the outcome and whether they've considered leaving as a customer. If satisfaction was high, find out which specific action or person made the difference so it can be reinforced.
Q10
Multiple ChoiceRequired
How likely are you to continue doing business with us after this experience?
- Very likely
- Somewhat likely
- Unsure
- Somewhat unlikely
- Very unlikely — I plan to stop
Q11
Long Text
Is there anything else about your complaint experience you'd like us to know?
Q12
Multiple Choice
How long have you been a customer with us?
- Less than 6 months
- 6 months to 2 years
- 2 to 5 years
- More than 5 years
- Prefer not to say
Q13
Multiple Choice
Which age range do you fall into?
- Under 18
- 18-24
- 25-34
- 35-44
- 45-54
- 55-64
- 65 or older
- Prefer not to say
Q14
Message
Thank you for walking us through your experience. Your responses go directly to the team responsible for complaint handling and will be used to fix breakdowns in the process — we take this seriously.
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 a dedicated AI follow-up interview that reconstructs the specific moment in the complaint journey where satisfaction shifted, surfacing context a scale or multiple-choice question would miss
- Combines structured measurement (multiple-choice on complaint type and channel, an effort opinion scale, a matrix on how the handling was perceived, a satisfaction rating, and an NPS-style likelihood question) with open-ended and conversational elements for full-picture complaint analysis
- Includes chat-style intro and closing messages that frame the survey conversationally and confirm responses are reviewed, plus a long-text catch-all and tenure/demographic questions for segmentation
- Built specifically for support, CX, and quality teams reviewing complaint handling — not a generic CX or intake form — with automated per-response quality scoring and an auto-generated report on the backend
Jotform
Customer Complaint Form TemplateA static, fillable form template for logging complaint details (contact info, complaint description, desired resolution) rather than a survey designed to probe the resolution experience afterward. Good for intake, but doesn't measure satisfaction, effort, or outcome once the complaint is handled. No interview or follow-up mechanism.
What it does well
- Simple, quick-to-deploy form builder with familiar drag-and-drop customization
- Good for capturing initial complaint intake data and routing
Where it falls short
- No adaptive or AI-driven follow-up questioning — fixed static fields only
- Not designed to measure post-resolution satisfaction, effort, or outcome
- No automated quality scoring or auto-generated analysis report
SurveySparrow
Customer Complaint Form TemplateA conversational, chat-style complaint form template that improves on traditional static forms with a friendlier one-question-at-a-time flow. It still centers on complaint intake rather than deeply probing the resolution experience or the moment satisfaction changed. No AI-driven adaptive interviewing is indicated.
What it does well
- Conversational, chat-like UI that feels less clinical than a static form
- Supports basic branching logic for a more tailored respondent path
Where it falls short
- No adaptive AI follow-up interview to explore why satisfaction moved
- No voice AI interview option or guided screen-share task capability
- No published per-response quality scoring methodology
Typeform
Customer Complaint Form TemplateTypeform's signature one-question-at-a-time conversational format works well for approachable complaint intake, but the template is built around fixed question sequences, not adaptive probing. It captures what happened but not the reasoning behind satisfaction shifts.
What it does well
- Polished, on-brand conversational question flow with strong completion rates
- Easy to customize visually and embed across channels
Where it falls short
- No AI-driven adaptive interview — logic is pre-set, not responsive to answer content
- No voice interview or screen-share task options
- No transparent prompt methodology or automated response quality scoring
SurveyMonkey
Customer Experience Survey Template & QuestionsA broader customer experience survey template, not specifically built around complaint handling or resolution moments — useful as a general CX pulse check but less targeted than a complaint-specific instrument. It relies on standard closed-ended questions with SurveyMonkey's analytics layered on top.
What it does well
- Backed by mature survey analytics and benchmarking tools
- Broad applicability across general customer experience tracking, not just complaints
Where it falls short
- Not tailored to the complaint resolution journey specifically — no complaint-outcome or effort-to-submit questions
- No adaptive AI follow-up interview to surface the specific moment satisfaction changed
- No voice AI interview or guided screen-share task option
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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