Customer Service Satisfaction Survey Template

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Why Customer Service Satisfaction Survey is Important?

Knowing what your customers think about your customer service is crucial to maintaining and improving their satisfaction. By conducting a customer service satisfaction survey, you can gather valuable insights and feedback that can help you identify areas for improvement, understand customer needs, and improve the overall customer experience.

What are the best questions to ask in a customer service satisfaction survey?


There is no one-size-fits-all answer to this question, as the best questions to ask will depend on the specific needs of your business and the types of customer interactions you typically have. However, some common questions to consider include:

  1. How satisfied were you with the customer service you received?
  2. Was your issue resolved to your satisfaction?
  3. How would you rate the helpfulness and knowledge of the customer service representative?
  4. Was the wait time for assistance acceptable?
  5. Would you recommend our customer service to others?
  6. Was the process for resolving your issue easy to understand and follow?

How often should a customer service satisfaction survey be performed?


The frequency with which you conduct a customer service satisfaction survey will depend on the volume of customer interactions your business has and the speed at which customer service issues tend to arise. For businesses with a large volume of customer interactions, it may be useful to conduct a customer service satisfaction survey on a monthly or quarterly basis. For businesses with a lower volume of customer interactions, an annual survey may be sufficient.

How can customer service satisfaction survey results be used to improve customer service?


The results of a customer service satisfaction survey can be used in various ways to improve customer service. For example:

  1. Identifying areas for improvement: The results of a customer service satisfaction survey can help you identify areas in which your customer service is lacking and guide you in making improvements in those areas.

  2. Understanding customer needs: The feedback gathered from a customer service satisfaction survey can give you a better understanding of what your customers need and expect from your customer service, allowing you to tailor your customer service offerings to meet their needs better.

  3. Improving the customer experience: By using the results of a customer service satisfaction survey to improve your customer service, you can improve the overall customer experience and build stronger relationships with your customers.

  4. Monitoring progress: By conducting customer service satisfaction surveys regularly, you can track your progress over time and ensure that you are continually improving your customer service.

Examples of undefined questions

Here are examples of questions most commonly used in Customer Service Satisfaction Survey Template. When using our template, you can edit and adjust all the questions.

How satisfied are you with the service you received today?

Extremely satisfied
Extremely dissatisfied

Was the customer service representative helpful and knowledgeable?

How was your wait time on the phone before speaking with a representative?

Extremely short
Extremely long

Was your issue resolved to your satisfaction?

Would you recommend our company to others?

Not likely at all
Extremely likely

How would you rate the friendliness and professionalism of the representative?

Extremely friendly and professional
Not friendly and professional at all

Were you satisfied with the speed of resolution for your issue?

Extremely satisfied
Extremely dissatisfied

Was the resolution provided to your issue clear and easy to understand?

Extremely clear and easy to understand
Not clear and difficult to understand

How likely are you to continue using our company's services in the future?

Extremely likely
Extremely unlikely

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  • 62%

    62% of our surveys are opened on mobile devices. Responsly forms are well optimized for phones and tablets.

  • 2x

    Responsly get 2x more answers than other popular tools on the market.

  • 98%

    Responsly service get an average satisfaction score of 98%

Customer Experience example

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Alicja Zborowska, Administration Specialist

Red bull

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