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Open Customer Comments & Feedback Deep-Dive Survey
Turns a single piece of customer feedback into a structured signal — capturing what prompted the comment, rating the specific aspects of the experience behind it, and using an AI follow-up interview to reconstruct the exact moment, cause, and fix. Built for support, CX, and product teams triaging open-ended comments.
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Open Customer Comments & Feedback Deep-Dive Survey
Thanks for taking a moment to share feedback with us! We'd like to understand what's behind your comment so we can actually act on it. This will take about 7 minutes.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
9 questions · ~6 min
Q01
Long TextRequired
In your own words, what prompted you to share feedback with us today?
Q02
Opinion ScaleRequired
Overall, how satisfied are you with your recent experience with us?
Scale: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q03
Multiple ChoiceRequired
Which part of your experience does your comment mainly relate to?
- Product quality
- Customer service
- Pricing or value
- Website or app experience
- Shipping or delivery
- Billing or account issue
Q04
Matrix
Please rate each part of your experience, even if your comment only touched on one of them.
4 rows × 5 columns
- Product quality
- Customer service
- Value for the price
- Ease of doing business with us
Columns: Poor · Fair · Good · Very good · Excellent
Q05
Opinion ScaleRequired
How likely are you to recommend us to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q06
AI Interview
Reconstruct the specific moment behind the respondent's comment: what exactly happened, when, and how it made them feel. Anchor on any low ratings or strong language they used and ask what a good resolution would look like to them. If their comment was positive, probe what specifically stood out so it can be reinforced, and if their answers are vague, ask for a concrete example or the closest recent instance.
Q07
Multiple ChoiceRequired
Would you like someone from our team to follow up with you personally about this?
- Yes, please follow up
- No, this is just feedback
Q08
Email
What's the best email address for us to reach you at? (Only needed if you'd like a follow-up.)
Q09
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
Message
Thank you for sharing this with us — your comment and answers will go directly into our feedback review process, and if you asked for a follow-up, our team will be in touch soon.
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
- Opens with an unprompted long-text question so respondents explain in their own words what triggered the feedback, before any rating scale anchors their answer
- Combines a quick satisfaction and recommend-likelihood score with a full matrix rating of each experience aspect, so you get both a headline number and diagnostic detail from one comment
- Uses an AI follow-up interview to reconstruct the specific moment, cause, and fix behind the comment — something static question lists can't do
- Ends with an optional follow-up contact capture and age range, and closes by telling respondents their comment feeds directly into a report, making the process transparent
SurveyMonkey
Customer Comments Survey Examples & TemplateThis is a general customer comments template page combining example questions with editable survey building. It covers similar ground — open comments plus rating items — but as a fixed question set rather than an adaptive interview flow. Good for quick deployment, not for probing the 'why' behind a single comment.
What it does well
- Well-known, easy-to-use survey builder
- Provides example questions alongside the template for guidance
- Backed by broad analytics and reporting tooling
Where it falls short
- No adaptive AI follow-up questioning — respondents get the same static question set regardless of answers
- No voice AI interview option
- No published per-response quality scoring methodology
Jotform
Bar Customer Feedback Form TemplateThis is a niche, pre-built form for a single vertical (bars), not a general open-comments deep-dive template, so it's a narrower comparison. It demonstrates Jotform's drag-and-drop form customization but is scoped to a specific hospitality use case rather than support/CX/product triage.
What it does well
- Easy drag-and-drop customization
- Ready-to-use, industry-specific starting point
- Simple deployment for quick feedback capture
Where it falls short
- Built for a specific vertical (bars) rather than general customer comment triage
- No adaptive AI follow-up interview to dig into a specific comment
- No automated quality scoring or auto-generated analysis reports
SurveySparrow
Customer Service Feedback Survey TemplateA conversational-style survey template focused on customer service feedback, closer in spirit to comment triage than the Jotform example. It's a fixed question flow with SurveySparrow's chat-like UI rather than a dynamic, AI-driven interview that adapts to each respondent's comment.
What it does well
- Conversational UI that can feel more engaging than static forms
- Purpose-built for customer service feedback scenarios
- Part of a broader survey/CX platform with dashboards
Where it falls short
- No adaptive AI interview to reconstruct the moment behind a comment
- No voice AI interview option
- No transparent, published prompt methodology for how responses are scored or summarized
Typeform
Customer Feedback Form TemplateA polished, general-purpose customer feedback form template known for its conversational one-question-at-a-time design. It's well suited for capturing an initial comment and ratings but doesn't include a mechanism to follow up on any single answer in more depth.
What it does well
- Clean, well-regarded conversational form design
- Simple to customize and brand
- Good completion rates typical of Typeform's format
Where it falls short
- No adaptive AI follow-up interview — every respondent sees the same fixed sequence
- No guided task or screen-share capability for deeper investigation
- No automated per-response quality scoring or auto-generated report
Frequently asked questions
What questions are in the “Open Customer Comments & Feedback Deep-Dive Survey” template?
The template includes 9 ready-to-use questions, starting with: “In your own words, what prompted you to share feedback with us today?” · “Overall, how satisfied are you with your recent experience with us?” · “Which part of your experience does your comment mainly relate to?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 9 questions in about 6 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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