Complaint follow-up survey template
After a complaint is closed: was it handled fairly, did the outcome feel right, and has trust been restored.
3 questions · about 2 minutes to complete · free on every plan
Free account required. The template is copied into your workspace; edit anything before publishing.
- When to use it
- One week after a complaint is resolved.
- Who it is for
- Customers who raised a formal complaint.
How to use this template
- Send it as soon as the ticket closes; response rates and recall both fall the longer you wait.
- Separate the agent's behaviour from the outcome; a friendly agent and an unresolved problem are different fixes.
- Read open-text answers from the lowest scorers first; they explain the numbers.
Questions in the complaint follow-up template
1. Thinking about how your complaint was handled:
matrix · I was listened to, I was kept informed, It was resolved in a reasonable time, The outcome was fair
2. How do you feel about us now compared with before the complaint?
single choice · More positive, About the same, Less positive, I no longer want to be a customer
3. What should we learn from this?
open text
What the results look like
IllustrativeSynthetic sample of 120 responses generated for this preview, not real survey data. Your results page shows the same charts for your own responses.
1.Thinking about how your complaint was handled:
120 answered| Statement | Strongly disagree | Disagree | Neutral | Agree | Strongly agree | n |
|---|---|---|---|---|---|---|
| I was listened to | 9% | 10% | 19% | 27% | 35% | 120 |
| I was kept informed | 8% | 11% | 22% | 25% | 34% | 120 |
| It was resolved in a reasonable time | 7% | 10% | 30% | 19% | 34% | 120 |
| The outcome was fair | 9% | 18% | 23% | 20% | 31% | 120 |
2.How do you feel about us now compared with before the complaint?
120 answered| Answer | Count | Percent |
|---|---|---|
| More positive | 31 | 26% |
| About the same | 26 | 22% |
| Less positive | 32 | 27% |
| I no longer want to be a customer | 31 | 26% |
How to read these questions
- matrix: Compare rows on the same column (for example, % agree) to find the weakest statement, then look at who rates it lowest.
- single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
Frequently asked questions
Should the agent's name appear in the survey?
Only if the agent can see their own results and coaching follows. Otherwise ask about 'the person who helped you' to keep answers honest.
How long does the complaint follow-up survey take to complete?
About 2 minutes: 3 questions, most of them single-tap. Every question can be edited, removed or reordered in the builder before you publish.
Is this template free to use?
Yes. Every template is included on the Free plan. Sign up, click Use this template, and it is copied into your workspace where you can edit it, add your logo and share it by link, email or embed.
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