Survey · Marketing
Phone survey template
Written for the person making the call, with every question worded to be read aloud. The first answer routes the rest: a declined or unanswered call ends straight away, a callback request asks for a time and closes on its own ending, and only a completed call goes on to the questions.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Interviewer: open this before you dial, and fill it in as the call goes. Read the questions exactly as written.
Your name (interviewer)
Number called
How did the call go?
When did they ask to be called back?
Read aloud: "This takes about five minutes and your answers are only used to improve our service. Is it all right to go ahead?" Did they agree?
Read aloud: "How long have you been a customer? Less than a year, one to three years, or more than three years?"
Read aloud: "On a scale of one to five, where five is very satisfied, how satisfied are you with us overall?"
Read aloud: "What's the main reason for that score?" Note their words as closely as you can.
Read aloud: "When you need to reach us, do you usually phone, email, use chat, or come in person?"
Read aloud: "If you could change one thing about dealing with us, what would it be?"
Read aloud: "From zero to ten, how likely are you to recommend us to a friend or colleague?"
Did they ask for someone to follow up on anything they raised?
What should the follow-up be about, and when is a good time to reach them?
Your notes: anything about the call the team should know
Endings
Interview saved
Callback logged 📞
Call logged
The flow
Where each answer leads. Every route here is editable once the form is yours.
Short text
Phone
Single select
Date
Yes / No
Single select
Rating
Long text
Single select
Long text
NPS
Yes / No
Long text
Long text
What this template uses
- Short text
- Phone
- Single select
- Date
- Yes / No
- Rating
- Long text
- NPS
- 6 branches
- 3 endings
Questions to consider
- What will your callers say in the first ten seconds to explain who they are and why they are calling?
- Which questions can be answered from a short list read aloud, and which need the person's own words?
- Do you need to tell people the call is being noted or recorded, and what does your consent line need to say where you operate?
- How many attempts will you make on a number before marking it as no answer for good?
How to use the responses
Filter by call outcome first, so completed interviews, callbacks and refusals are counted separately and your response rate is honest. Book every callback from the logged times the same day. Read the reason and one-change answers next to the satisfaction score, and pass every follow-up request to the right team with its topic and the interviewer's notes attached.
How to customize and share it
- 1Rewrite the consent line and the questions in the words your callers will actually say, then read them aloud to check they sound natural.
- 2Swap the customer questions for your own topic, keeping each list short enough to remember after hearing it once.
- 3Share the link with your callers, or open it on each caller's screen, and export the results to CSV at the end of each calling session.
Frequently asked questions
Does this phone survey template make the calls?
No. It is the script and answer sheet your interviewer fills in while they talk. Dialling and any call recording happen outside the form.
How do you write questions for a phone survey?
Keep them short, offer only a few options and read the options aloud as part of the question. Anything that needs a chart or a long list works better in a written survey.
How long should a phone survey be?
Aim for five minutes or less, and say how long it takes before you start. People on the phone give up faster than people reading.
Why log calls that didn't go ahead?
Refusals and unanswered calls tell you your real response rate and which numbers to try again. Without them you only see the people who said yes.