Customer Service Survey Template 🚀

Customer service survey FAQ

What is a customer service survey?

The customer service team evaluation survey is a questionnaire you send to customers after they've interacted with your frontline teams - customer support, customer success, or sales representatives. The survey helps you stay on top of the quality of the interactions and be sure you deliver the customer service experience you aim for.

Learn what a customer service survey looks like by checking out the template above!

Why use a customer service survey?

High-quality customer service is vital for the success of companies. Not only does frontline staff influence customers' perception of your brand, but they also impact customer retention and sales.

By sending a customer service survey, you're able to evaluate the performance of customer service teams, keep track of the customer experience at vital touchpoints, and gain insights into your customer communication channels. As a result, you improve customer retention and increase sales revenue.

On top of that, a customer service survey can also help you pin down problematic areas affecting your staffs' happiness at work. By tackling these, you'll be able to improve staff retention and the performance of your employees.

What questions to ask in a customer service survey?

With brick-and-mortar customer service, everything boils down to the human factor. When it comes to collecting feedback on the experience your in-store/hotel staff provides, ask questions like:

Do you find customer service friendly?
How knowledgeable is our survey tool?
How would you rate the experience they provide for you?

With SaaS companies, things are a bit more complicated. Before you decide on the final version of the customer service survey, decide on its goal. Do you want to focus on your team's commitment, the performance of the channels, or the effectiveness of the processes? Or maybe you want to measure customers' likelihood to recommend (NPS)?

A customer service survey may also focus on:

The first call resolution
Customer waiting time
Customer greeting
Problem-solving skills
Product knowledge
Customer handover rates
The length of call time
The success rate of calls
Tone and language

And the list goes on.

Here are the most common customer satisfaction questions the surveys ask:

Based on your recent interaction, how satisfied or dissatisfied are you with our customer service?
On a scale of 1-10, how polite was the customer service agent?
On a scale of 1-10, how confident did you feel in the customer service team member's ability to help you?
Did you receive the help you needed?
Was it the first time you called/messaged our customer service team?
Would you use the communication channel again in the future?
On a scale of 1-10, how easy was it to contact us?
Is there anything you would change about the way our customer service works?
Based on this interaction, how likely are you to recommend our company to people like you?

For more question ideas, check out Survicate's customer service survey template above!

How to use Survicate's customer service survey template?

Survicate is a very intuitive tool, so setting up and running a survey is hassle-free as the tool guides you step-by-step through the process.

Sign up.

To start, click the "Send this survey for free" button above and sign up for a free account.

Add necessary tweaks.

Edit and customize the customer service template according to your needs.

Add or delete the survey questions and use skip-logic to make the survey more relevant to the respondents. (They will be asked questions based on their last answer.)

Change the survey background and colors to make your survey look on brand. Consider using your company logo. (This is a paid feature, though.)

Connect 3rd party tools.

Follow the tool's guidelines to connect your CRM to Survicate to leverage the customer data.

Optionally, enable the integration with Slack or Microsoft Teams to receive the survey responses in your team's communication tools.

Get the survey ready to send.

You're most likely to send the survey in your live chat app or text it after a customer makes a call. To do that, copy and paste the survey link generated by the feedback collection tool.

Analyze the results.

Survicate gives you real-time access to survey responses. You have them delivered to collaboration tools, and you can access them in the tool panel.

It's a good idea to start monitoring the survey performance early on in the campaign. This way, you'll be able to detect campaign issues (like low response rate) and address them.

Survicate is a versatile feedback collection tool used to keep track and improve customer experience along customer journeys and conversion rates at all stages of the funnel.

A customer service survey is a great place to start tracking customer satisfaction. Sign up for the tool today and track!

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