Survey · Customer success
Service evaluation survey template
Asks what the client needed the service to do before asking how it went, so every rating has something to be measured against. If the service did the job, it asks which step worked best; if it only partly did, it asks where things went wrong and how much that mattered.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
We'd like to know how well our service did its job for you. About two minutes.
Which service are you evaluating?
What did you need this service to do for you?
How did we do on each of these?
How useful has the result been since?
Did the service do the job you needed?
Which part or step worked best for you?
Where did things go wrong or slow down?
How much did that affect you?
Would you use this service again?
What should we change before the next client?
Ends with
Thanks for the honest review
The flow
Where each answer leads. Every route here is editable once the form is yours.
Short text
Long text
Matrix
Opinion scale
Single select
Long text
Long text
Single select
Yes / No
Long text
What this template uses
- Short text
- Long text
- Matrix
- Opinion scale
- Single select
- Yes / No
- 4 branches
Questions to consider
- Is this for one service or several? If several, should the first question be a dropdown instead of a text box?
- Which parts of delivery matter most to your clients, and are they rows in the grid?
- How long after delivery can people judge whether the result was useful?
- Who reviews answers where the service did not do the job?
How to use the responses
Read the job each client described next to their answer about whether the service did it. That pairing shows where your service fits well and where clients hire you for something you don't really deliver. Group the problem answers by impact and fix the serious ones first. Across many responses, the grid shows which part of delivery is slipping, and the steps that worked best are worth writing into your process so they happen every time.
How to customize and share it
- 1Swap the service question for a dropdown of your services if you offer a fixed list.
- 2Edit the grid rows to the promises you make in your proposals, such as turnaround time or number of revisions.
- 3Send the link a week or two after delivery, once the client has had time to use the result.
Frequently asked questions
What is a service evaluation survey?
It measures how well a service did the job a client needed, looking at delivery, quality, usefulness and value. It is usually sent once the work is done.
What questions should I ask to evaluate a service?
Ask what the client needed, whether the service delivered it, how each part of delivery went and whether they would use it again. Ask what worked or what went wrong depending on their answer.
How is service evaluation different from customer satisfaction?
Satisfaction is how someone felt. An evaluation checks the service against a goal, so it tells you whether the service worked, not only whether the client was pleased.
Can I use this for internal services?
Yes. Change the wording from client to colleague and it works for internal teams like facilities, finance or IT.