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Operations Support Service Quality & NPS Survey
Measures internal stakeholder satisfaction with operations support across resolution speed, communication quality, and professionalism, with NPS benchmarking. Designed for recurring deployment to track service improvement over time.
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Operations Support Service Quality & NPS Survey
Welcome to the Operations Support Feedback Survey. We want to understand your recent experience working with the Operations team so we can continuously improve our service. This survey takes approximately 11 minutes to complete. Your participation is voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only. Please click 'Next' to begin.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
21 questions · ~10 min
Q01
Multiple Choice
How many times did you interact with the Operations team in the past 30 days?
- 0
- 1–2
- 3–5
- 6–10
- 11 or more
Q02
Multiple Choice
Which channel did you primarily use for your most recent interaction?
- Ticketing system
- Chat / IM
- Phone
- In person
- Other
Q03
Multiple Choice
Which of the following best describes the type of request?
- Access or permissions
- Incident or break/fix
- Service request
- How-to or guidance
- Change request
- Other (please specify)
Q04
Multiple Choice
How would you describe the urgency of this request?
- Routine (no specific deadline)
- Time-sensitive (needed within a few days)
- Urgent (same-day or next-day needed)
Q05
Multiple Choice
Was your request resolved on the first attempt?
- Yes
- No
- Not applicable
Q06
Multiple Choice
Approximately how long did it take to resolve your request?
- Same day
- 1–2 business days
- 3–5 business days
- 6–10 business days
- More than 10 business days
- Still unresolved
Q07
Opinion Scale
How satisfied were you with the speed at which your request was resolved?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q08
Multiple Choice
Approximately how many back-and-forth exchanges occurred before your request was resolved?
- 0 (resolved immediately)
- 1–2
- 3–5
- 6–10
- 11 or more
Q09
Opinion Scale
How satisfied were you with the timeliness of updates and status communications?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q10
Opinion Scale
How satisfied were you with the clarity of the information provided?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q11
Opinion Scale
How satisfied were you with how proactively the team kept you informed?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q12
Opinion Scale
How would you rate the overall professionalism of the Operations staff you interacted with?
Scale: 1 – 7
Min:Very unprofessionalMax:Very professional
Q13
Multiple Choice
Which of the following behaviors did you observe during your interaction? Select all that apply.
- Courteous and respectful
- Listens actively
- Explains decisions clearly
- Solution-oriented
- Took ownership
- Seemed rushed
- Dismissive
- Used heavy jargon (hard to follow)
- None of the above
Q14
Ranking
Please rank the following aspects by importance when working with Operations (1 = most important).
- Speed of resolution
- Clear communication
- Accuracy and quality of solution
- Professional demeanor
- Ownership and accountability
Drag to rank
Q15
Opinion Scale
How likely are you to recommend the Operations team to a colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q16
Long Text
What is one change that would most improve your experience with Operations support?
Q17
AI Interview
We'd like to understand your experience in a bit more depth. An AI moderator will ask you a couple of brief follow-up questions based on your responses.
Q18
Multiple Choice
What is your primary department or function?
- Product / Engineering
- Sales
- Marketing
- Finance
- HR
- Operations
- Customer Support
- Legal / Compliance
- Other
Q19
Multiple Choice
Which best describes your role level?
- Individual contributor
- People manager
- Director / Executive
- Other
Q20
Multiple Choice
How long have you been with the organization?
- Less than 6 months
- 6–12 months
- 1–2 years
- 3–5 years
- 6+ years
Q21
Multiple Choice
Where are you primarily located?
- Americas
- EMEA
- APAC
- Other
Message
Thank you for your time — your feedback helps us continuously improve Operations support. All responses are confidential and will be reported in aggregate only. You may close this window now.
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
- Includes an AI follow-up interview block that lets respondents elaborate in depth on their resolution or communication experience, something static form templates can't replicate
- Combines quantitative opinion-scale ratings on speed, communication, and professionalism with a dedicated NPS-style 'likelihood to recommend' question for benchmarking
- Captures process-level context (channel used, urgency, back-and-forth exchanges, first-contact resolution) so low scores can be diagnosed rather than just reported
- Ends with an open-text improvement question plus segmentation by department, role level, tenure, and location, enabling recurring deployment and trend tracking across stakeholder groups
Jotform
College Facility & Support Service Satisfaction Form TemplateThis is a static, fielding-ready form aimed at college facility and support service satisfaction rather than internal operations support for staff. It covers general service satisfaction themes but isn't built for recurring internal stakeholder NPS tracking. Useful as a structural reference for satisfaction-form layout, not a direct match for internal ops support use cases.
What it does well
- Ready-to-deploy drag-and-drop form builder with no setup needed
- Simple, familiar layout for quick satisfaction feedback collection
- Part of a large template library so it's easy to customize fields
Where it falls short
- Static question set with no adaptive follow-up probing based on responses
- No built-in NPS benchmarking or per-response quality scoring
- No transparent methodology or AI moderation of open-ended answers
QuestionPro
Customer Support Service Evaluation Survey TemplateA template built for evaluating external customer support interactions rather than internal operations stakeholders, but it overlaps on core themes like resolution and service quality. It's a ready-to-use static survey template, not an adaptive interview experience. Good for basic recurring satisfaction pulses but limited in diagnostic depth.
What it does well
- Established survey platform with broad reporting and analytics tooling
- Pre-built structure covering common support-quality dimensions
- Supports recurring survey deployment across customer touchpoints
Where it falls short
- No adaptive AI-driven follow-up questioning — all questions are fixed in advance
- No voice AI interview or guided screen-share task option
- No published per-response quality scoring methodology
SurveySparrow
Service Quality Questionnaire TemplateA general-purpose service quality feedback template that could be adapted for internal support teams, though it's framed generically rather than specifically for internal operations stakeholders with NPS benchmarking. It's a static, conversational-style form rather than an AI-moderated interview. Suitable for quick recurring pulse checks but not deep qualitative probing.
What it does well
- Conversational form style that improves completion experience
- Reusable template designed for recurring feedback collection
- Simple scaled questions covering core service-quality dimensions
Where it falls short
- No adaptive AI follow-up interviews — question flow is predetermined
- No automated per-response scoring or quality flagging
- No voice-based interview modality for richer qualitative feedback
Frequently asked questions
What questions are in the “Operations Support Service Quality & NPS Survey” template?
The template includes 21 ready-to-use questions, starting with: “How many times did you interact with the Operations team in the past 30 days?” · “Which channel did you primarily use for your most recent interaction?” · “Which of the following best describes the type of request?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 21 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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