Survey · Customer satisfaction
Customer service satisfaction survey template
Keeps the person who helped separate from the outcome, because a friendly agent can still leave a problem open. Customers whose issue is fully sorted are asked what the agent did well; anyone with a partly or fully open case can ask to have it reopened and leave an email, and lands on an ending that says so.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Thanks for getting in touch with us recently. How did we do?
How did you get in touch?
What was it about?
How much do you agree with each of these about the person who helped you?
How happy are you with how quickly we got back to you?
Overall, how satisfied are you with the help you got?
Is your issue sorted now?
What still needs sorting out?
Would you like us to reopen your case and pick it up again?
Which email should we reply to?
Anything the person who helped you did especially well?
What's one thing that would make getting help from us easier?
Endings
Thank you for the feedback
We're on it 🔁
The flow
Where each answer leads. Every route here is editable once the form is yours.
Single select
Dropdown
Matrix
Rating
Rating
Single select
Long text
Yes / No
Long text
Long text
What this template uses
- Single select
- Dropdown
- Matrix
- Rating
- Long text
- Yes / No
- 4 branches
- 2 endings
Questions to consider
- Do you want to rate the person, the team, or the process, and is the grid asking about the right one?
- Who picks up a reopened case, and how will they see it?
- Should the channel and topic be filled in from your help desk instead of asked?
- Will you share the praise with agents by name, and have you told them that?
How to use the responses
Work through the reopen requests first, since each one is a customer still waiting. Then split the scores by channel and topic: a low speed score on email but not on chat is a staffing question, not a training one. Read the agent grid alongside the written praise when you give individual feedback, so coaching points come with a real example.
How to customize and share it
- 1Edit the channel and topic lists to match how customers actually reach you and what they ask about.
- 2Adjust the statements in the grid to the standards your support team is measured on.
- 3Send the link when a ticket is closed, or embed it at the end of your help pages.
Frequently asked questions
What should a customer service satisfaction survey ask?
Ask how the person who helped did, how quick the reply was, and whether the problem is actually fixed. Resolution matters most, because a pleasant conversation that fixes nothing still leaves an unhappy customer.
When is the best time to send a customer service survey?
Shortly after the case is closed, while the conversation is fresh. Ask about that one interaction so the answer is not mixed up with the customer's view of your product.
What happens when a customer says the issue isn't resolved?
This form asks what is still open and offers to reopen the case. If they say yes, it collects an email and ends on a message confirming someone will follow up.
Should customer service surveys be anonymous?
They can be. This one only asks for an email when the customer wants their case reopened, so everyone else can answer without identifying themselves.