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Customer Experience

Web Customer Service Experience Evaluation

Evaluates a recent online support interaction — channel used, resolution, effort, and satisfaction — for teams running live chat, email, or chatbot support. An AI follow-up interview digs into what actually happened during the contact so low scores come with a specific, fixable story instead of just a number.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

13 questions · ~7 min
Q01
Message

Thanks for reaching out to our support team recently! We'd love to hear how it went. Your responses are completely confidential and anonymized. This survey takes about 7 minutes and helps us fix what isn't working.

Q02
Multiple ChoiceRequired

Which channel did you use to contact support this time?

  • Live chat
  • Email
  • Phone
  • Chatbot / automated assistant
  • Help center or FAQ page
  • Social media
Q03
Multiple ChoiceRequired

Was your issue resolved?

  • Yes, fully resolved
  • Partially resolved
  • No, not resolved
  • Still waiting on a response
Q04
Opinion ScaleRequired

Overall, how satisfied were you with this support experience?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q05
Opinion ScaleRequired

How easy was it to get the help you needed?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q06
Matrix

Please rate the support you received on each of the following:

4 rows × 5 columns
  • Agent/assistant knowledge
  • Friendliness and tone
  • Clarity of the explanation
  • Speed of the response
Columns: Poor · Fair · Good · Very good · Excellent
Q07
Rating Scale

How satisfied were you with how long it took to get a response?

Range: 1 – 5
Min:Very unsatisfiedMax:Very satisfied
Q08
Opinion ScaleRequired

How likely are you to recommend our product to a friend or colleague based on this support experience?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q09
AI Interview

Reconstruct exactly what happened during this support contact: what the respondent's issue was, what the agent or assistant said or did, and at what point (if any) things went wrong or felt slow or confusing. If they rated satisfaction or ease low, pin down the single most frustrating moment and what a good resolution would have looked like. If the issue was not resolved, ask what they plan to do next.

Q10
Long Text

What is the one thing we could do differently to make your next support experience better?

Q11
Multiple Choice

How long have you been a customer?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q12
Multiple Choice

Which age range do you fall into?

  • Under 18
  • 18-24
  • 25-34
  • 35-44
  • 45-54
  • 55-64
  • 65+
  • Prefer not to say
Q13
Message

That's everything — thank you for the honest feedback! Your answers, along with the follow-up conversation, go directly to our support team to improve response times and training.

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 static satisfaction score with an AI follow-up interview that reconstructs exactly what happened during the support contact, so low scores arrive with a specific, fixable story.
  • Covers the full picture of a support interaction in one flow — channel used, resolution, effort, per-attribute matrix ratings, response-time satisfaction, and likelihood to recommend.
  • Includes an open-ended 'what would you do differently' question paired with the AI interview, giving both quantifiable and narrative diagnostic detail.
  • Backed by transparent prompts and automated per-response quality scoring, with an auto-generated report — plus an optional voice AI interview mode if teams want spoken follow-up instead of text.

Jotform

Customer Service Evaluation Form Template

A ready-to-use, customizable form template built on Jotform's drag-and-drop form builder. It's a fielding-ready static form rather than an interview-style survey, so it collects fixed-field responses without adapting to what a respondent actually reports.

What it does well

  • Easy to customize visually via Jotform's form builder
  • Quick to deploy as a standalone web form
  • Likely integrates with Jotform's broader form/workflow ecosystem

Where it falls short

  • Static question set with no adaptive follow-up when a respondent flags a bad experience
  • No mechanism to reconstruct the specifics of what went wrong in a support contact
  • No published methodology for how responses are scored or reported

QuestionPro

Service Evaluation Survey Questions + Sample Questionnaire Template

This page reads more as a guide/sample questionnaire with example survey questions than a single fielding-ready template, aimed at helping teams build their own service evaluation survey. It offers question ideas and structure rather than an interview experience.

What it does well

  • Provides a broad bank of sample questions covering multiple service evaluation angles
  • Useful as a reference for building a custom questionnaire
  • Backed by QuestionPro's established survey platform and analytics tools

Where it falls short

  • Content is guidance/sample questions, not a single ready-to-field interview flow
  • No adaptive follow-up to dig into the story behind a low rating
  • No transparent per-response scoring methodology published on the page

SurveyMonkey

Customer Service Survey Template (With Questions)

A fielding-ready, pre-built survey template with a standard set of customer service questions on SurveyMonkey's platform. It's designed for quick deployment and benchmarking rather than deep, case-specific diagnosis of individual support interactions.

What it does well

  • Backed by SurveyMonkey's widely used survey infrastructure and distribution tools
  • Includes benchmark/comparison question framing common to their templates
  • Simple to launch with minimal setup

Where it falls short

  • Fixed question set with no adaptive AI follow-up to probe low-satisfaction responses
  • No automated per-response quality scoring or auto-generated diagnostic report
  • No option for a voice-based follow-up interview

SurveySparrow

Customer Service Feedback Survey Template

A conversational-style survey template that presents questions one at a time in SurveySparrow's chat-like format. The conversational UI improves completion feel, but the question flow itself is still pre-scripted rather than dynamically generated based on what the respondent describes.

What it does well

  • Chat-style conversational format may feel more engaging than a traditional form
  • Fielding-ready template usable with minimal setup
  • Part of a platform with broader survey distribution and reporting features

Where it falls short

  • Conversational presentation is scripted, not adaptive — it doesn't generate new questions based on a respondent's specific answer
  • No mechanism to reconstruct the exact sequence of events in a support contact
  • No published transparent-prompt or quality-scoring methodology

Frequently asked questions

What questions are in the “Web Customer Service Experience Evaluation” template?

The template includes 13 ready-to-use questions, starting with: “Thanks for reaching out to our support team recently! We'd love to hear how it went. Your responses are completely confi…” · “Which channel did you use to contact support this time?” · “Was your issue resolved?”. The full set is previewed above, and every question is editable.

How long does this survey take to complete?

Respondents typically finish the 13 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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