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Customer Service Representative Evaluation Survey

Measures how a specific customer service interaction went — channel used, resolution outcome, and how the representative came across on knowledge, courtesy, and communication — with an AI follow-up that reconstructs exactly what happened during the interaction when something went wrong. Built for support and CX teams scoring individual reps or interactions.

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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
Message

Thanks for taking a moment to tell us about your recent customer service experience! This helps us coach and recognize our team. It'll take about 7 minutes, and your honest feedback — good or bad — is exactly what we need.

Q02
Multiple ChoiceRequired

How did you contact customer service for this interaction?

  • Phone
  • Live chat
  • Email
  • Social media
  • In person
  • Mobile app
Q03
Opinion ScaleRequired

Overall, how satisfied were you with the representative who helped you?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q04
MatrixRequired

How would you rate the representative on each of the following?

5 rows × 5 columns
  • Knowledge of your issue or product
  • Courtesy and friendliness
  • Clarity of communication
  • Speed in addressing your request
  • Ownership of the problem until it was handled
Columns: Poor · Fair · Good · Very good · Excellent
Q05
Multiple ChoiceRequired

Was your issue resolved during this interaction?

  • Yes, fully resolved
  • Partially resolved
  • Not resolved
  • It wasn't an issue that needed resolving
Q06
Opinion ScaleRequired

Based on this interaction, how likely are you to recommend our company to a friend or colleague?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q07
AI Interview

Reconstruct exactly what happened in this interaction: what the customer needed, how the representative responded, and the specific moment that drove the satisfaction score they gave. If the issue was partially resolved or not resolved, dig into what the representative said or did (or didn't do), whether they set expectations about next steps, and what a fully resolved outcome would have looked like. If satisfaction was high, pin down the one thing the representative did that made the biggest difference so it can be reinforced with the team.

Q08
Multiple Choice

How long did it take to get your issue addressed, from first contact to resolution (or the point you gave up)?

  • Under 5 minutes
  • 5-15 minutes
  • 15-30 minutes
  • More than 30 minutes
  • Still unresolved
Q09
Long Text

Is there anything else about this interaction — good or bad — you'd like us to know?

Q10
Multiple Choice

Which age range best describes you?

  • Under 25
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65 or older
Q11
Multiple Choice

How would you describe your gender?

  • Woman
  • Man
  • Non-binary
Q12
Message

That's everything — thank you for sharing your experience! Your feedback is routed directly into representative coaching and recognition, and never affects your account or support access.

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

  • Captures the full interaction context — channel used, resolution outcome, and time-to-resolution — alongside satisfaction and likelihood-to-recommend scores
  • Includes a matrix question scoring the representative specifically on knowledge, courtesy, and communication, not just overall satisfaction
  • Adds an AI follow-up interview that reconstructs exactly what happened in the interaction when something went wrong, going beyond a static open-text box
  • Pairs quantitative rep scoring with open-ended feedback and demographic questions, giving CX teams both structured metrics and qualitative detail for coaching

QuestionPro

Customer Service Representative Survey Questions + Sample Questionnaire Template

This page is framed largely as a questions guide with a sample questionnaire attached, rather than a single ready-to-field survey. It covers similar ground — rep evaluation dimensions and resolution — but leans more educational than QuestionPunk's structured template.

What it does well

  • Provides sample question wording and guidance for building a rep evaluation survey
  • Backed by an established, full-featured survey platform with broad question-type support

Where it falls short

  • Presented as a static questionnaire/guide rather than an adaptive interview experience
  • No mechanism for reconstructing what happened in a specific negative interaction beyond a text comment

Jotform

Customer Service Evaluation Form Template

A ready-to-use, customizable form built on Jotform's drag-and-drop form builder, geared toward quick deployment and design flexibility. It's a static evaluation form rather than a conversational or adaptive survey experience.

What it does well

  • Easy visual customization via Jotform's form builder
  • Quick to deploy as a standalone web form or embed

Where it falls short

  • Fixed question set with no adaptive follow-up when a response indicates a problem
  • No voice interview option or automated per-response quality scoring

SurveyMonkey

Customer Service Survey Template (With Questions)

A standard, methodologically-informed template from an established survey platform, with pre-written questions for gauging customer service quality. It's a fixed-format questionnaire without any conversational or adaptive component.

What it does well

  • Backed by SurveyMonkey's mature survey infrastructure and analytics/reporting tools
  • Pre-written questions designed with general survey best practices in mind

Where it falls short

  • No adaptive AI follow-up to dig into what specifically happened during a poor interaction
  • No voice interview mode or transparent, inspectable AI prompt logic

SurveySparrow

Customer Service Feedback Survey Template

SurveySparrow offers a conversational-style survey template, which reads more naturally than a typical form, but the flow is still a pre-set sequence of questions rather than a dynamic interview. It's a reasonable option for teams wanting a chat-like feel without true adaptive branching.

What it does well

  • Conversational, chat-style question flow that feels more engaging than a plain form
  • Template geared toward marketing/CX teams collecting service feedback

Where it falls short

  • Conversational styling is not the same as adaptive AI probing — question sequence is still fixed, not dynamically generated per response
  • No automated quality scoring of individual responses or transparent prompt 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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