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Customer Contact & Support Channel Experience Survey
Captures how customers actually reach you for help, how easy and effective that contact was, and which channels they'd pick again — with an AI follow-up that reconstructs their most recent support interaction in detail instead of relying on vague satisfaction ratings.
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Customer Contact & Support Channel Experience Survey
Hi! We'd love to hear about the last time you contacted us for help — what channel you used, how it went, and what could be better. Your responses are completely confidential and anonymized. This takes about 8 minutes and helps us improve how we support customers like you.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
12 questions · ~7 min
Q01
Multiple ChoiceRequired
The last time you contacted us for help, which channel did you use?
- Phone
- Live chat
- Social media
- Text/SMS
- In-person or in-store
- Other
Q02
Multiple ChoiceRequired
What was the main reason for that contact?
- Billing or payment question
- Technical issue or troubleshooting
- Order or shipping status
- Product or service question
- Complaint or dissatisfaction
- Account changes
- Other
Q03
Opinion ScaleRequired
How easy or difficult was it to reach the right person or get the help you needed?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q04
Multiple ChoiceRequired
Was your issue resolved during that contact?
- Yes, fully resolved
- Yes, partially resolved
- No, not resolved
- Still in progress
Q05
Rating ScaleRequired
Overall, how satisfied were you with how that contact was handled?
Range: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q06
Matrix
Thinking about that same interaction, how much do you agree with each statement?
4 rows × 5 columns
- The representative or agent was knowledgeable about my issue
- I felt my time was respected
- I received a clear explanation of next steps
- Any promised follow-up happened as expected
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
Best–Worst Trade-off (MaxDiff)Required
When you contact us for help, which of these matters most to you, and which matters least?
- Speed of response
- Knowledge of the person helping me
- Ease of reaching the right person
- Empathy and courtesy
- Consistent experience across channels
- Follow-up after the interaction
- Minimal effort required on my part
Pick best & worst per setBest:Matters mostWorst:Matters least
Q08
Multiple Choice
If you needed help again, which channel would you prefer to use?
- Phone
- Live chat
- Social media
- Text/SMS
- In-person or in-store
- No preference
Q09
Opinion ScaleRequired
How likely are you to reach out to us again the next time you need help, rather than looking elsewhere for a solution?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q10
AI Interview
Reconstruct exactly what happened during the respondent's most recent contact with us: what they were trying to accomplish, what the person or system on the other end actually did, and where things went smoothly or broke down. If the issue was only partially resolved or unresolved, dig into what would have made it resolve fully. If they rated the experience poorly on ease or satisfaction, anchor on the specific moment that caused frustration rather than accepting a general complaint.
Q11
Multiple Choice
What is your age range?
- Under 18
- 18-24
- 25-34
- 35-44
- 45-54
- 55-64
- 65+
- Prefer not to say
Q12
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer to self-describe
- Prefer not to say
Message
Thank you for walking us through your experience! Your answers feed directly into a report our support team uses to fix friction points and prioritize the channels that matter most to you.
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
- Reconstructs the respondent's actual most recent support interaction in detail through an AI follow-up interview, instead of relying on a single vague satisfaction rating.
- Pins down the specific channel used, the real reason for contact, and whether that particular issue was resolved — not just general sentiment about 'support' overall.
- Includes a max-diff exercise ranking what customers value most when seeking help alongside a matrix of agreement statements tied to that same recalled interaction, so priorities are grounded in a real event.
- Tracks forward-looking channel preference and likelihood to return, letting you connect a bad recent experience directly to churn-risk signals for a specific channel.
QuestionPro
Customer Support Service Evaluation Survey TemplateThis is a genuinely comparable, fielding-ready survey template focused on evaluating customer support quality. It likely covers standard satisfaction and effectiveness ratings, but as a static form it depends on respondents self-summarizing their experience rather than reconstructing what actually happened. Best suited for teams wanting a quick, conventional CSAT-style support survey rather than a detailed interaction rebuild.
What it does well
- Established survey platform with mature reporting and dashboard tooling
- Purpose-built for support/service evaluation rather than a generic contact form
- Likely supports standard rating and multiple-choice question types out of the box
Where it falls short
- No adaptive AI follow-up to probe or reconstruct the specifics of a respondent's actual support interaction
- No voice AI interview option or guided screen-share tasks
- No automated per-response quality scoring or transparent, published question-generation prompts
Frequently asked questions
What questions are in the “Customer Contact & Support Channel Experience Survey” template?
The template includes 12 ready-to-use questions, starting with: “The last time you contacted us for help, which channel did you use?” · “What was the main reason for that contact?” · “How easy or difficult was it to reach the right person or get the help you needed?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 12 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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