Customer service survey template

This template measures a recent support or customer service experience. It combines a clear score with questions that show whether the issue was resolved and where the conversation can improve.

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When to send it

Send it right after the conversation ends, the ticket is resolved, or the service is delivered. Respondents can answer while the context is still fresh.

If you want to measure the relationship with the brand over time, use the NPS template. For a specific interaction, CSAT and CES usually give a more direct read.

Ready-to-use questions

1. How satisfied were you with this support experience?
2. Were you able to resolve what you needed?
3. How easy was it to get help?
4. What helped you most during the interaction?
5. What could have been better?
6. Is there anything else you would like to share? (optional)

Which scale to use

A 1-to-5 scale works well for the satisfaction question. Keep the labels clear, from very dissatisfied to very satisfied, and use the same format in future measurements.

To measure effort, ask how easy or difficult it was to resolve the need. The guide to NPS, CSAT, and CES explains the difference between the three metrics.

How to analyze it

Read the score alongside resolution and effort. A support interaction can be friendly while leaving the issue open. It can also resolve the need while requiring too many steps.

Group comments by speed, clarity, resolution, and ease. Then compare recurring themes, channel, and request type. The guide to customer service survey questions helps adapt the survey to each scenario.

Common mistakes

• Evaluating the whole company after one specific conversation.
• Asking only about the individual who provided support.
• Sending the survey before the request is closed.
• Requiring a long comment to accept the response.
• Changing the scale and comparing the results as if they were equivalent.

Next step

Publish the satisfaction question, check whether the need was resolved, and leave an optional open text field. This combination gives you a practical read without tiring respondents.

Create my customer service survey