Sample Customer Service Survey

Below are some sample customer service survey examples from which you can select questions to include in your research project.

Before you choose specific questions or even an entire sample customer service survey, you should already have an excellent idea what information you are looking for, and should have already taken Steps 1 and 2 in the marketing research process.

The type of transaction-based customer service survey examples that is needed always depends on the kind of transaction that is being measured. For example, if you are a company where customer service representative interaction is critically important to your company's success (any mostly service-based company), then taking a closer look at customer service survey examples is a great place to start. For that type of survey, the questions below would serve as excellent sample customer service survey questions to include in your program.

All survey questionnaires should follow a fairly standard format - Introduction of survey topic/reason/incentive, thanks for participating, screen for correct respondent, primary survey questions, demographic questions, thank you and wrap-up.

Sample Customer Service Survey Questions

Do you recall your recent contact with Company ABC?

Yes
No

Thinking about your most recent contact, how would you rate the representative's ability to help you or to get you to someone who could help you? Would you say …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

How would you rate the representative's overall knowledge of your problem or question? Would you say …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

And how would you rate the representative on being courteous? Would you say …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

How would you rate the representative on helpfulness, in other words, a willingness to assist you? Would you say …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

How would you rate the representative on being able to help you resolve your issue/need? Would you say …

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

Now let's talk about Company ABC as a company. How would you rate Company ABC on the length of time it took to find a qualified representative?

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF

Thinking specifically of the XYZ department/division, how would you rate your overall experience during your last contact with them?

Excellent
Very Good
Good
Fair
Poor
DK/NA/RF
 

To discuss other sample customer service survey questions for your project, please contact Polaris.