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Customer service

Customer service feedback template

Post-ticket survey separating the agent's behaviour from the outcome, so coaching and process fixes go to the right place.

6 questions · about 2 minutes to complete · free on every plan

More customer feedback templates

Free account required. The template is copied into your workspace; edit anything before publishing.

When to use it
Automatically when a support conversation is closed.
Who it is for
Customers who contacted support by chat, email or phone.

How to use this template

  1. Send it as soon as the ticket closes; response rates and recall both fall the longer you wait.
  2. Separate the agent's behaviour from the outcome; a friendly agent and an unresolved problem are different fixes.
  3. Read open-text answers from the lowest scorers first; they explain the numbers.

Questions in the customer service feedback template

  1. 1. How did you contact us?

    single choice · Phone, Email, Live chat, Social media, In person

  2. 2. How satisfied are you with the help you received?

    rating

  3. 3. Thinking about the person who helped you:

    matrix · They understood my problem, They were courteous, They knew what they were talking about, They kept me informed

  4. 4. Was your issue resolved?

    single choice · Yes, completely, Partly, No, Still waiting

  5. 5. How long did it take to get a first response?

    single choice · Minutes, Within an hour, Same day, 1–2 days, Longer

  6. 6. What is the one thing we could do better?

    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.How did you contact us?

120 answered
Answer distribution
AnswerCountPercent
Phone2823%
Email1916%
Live chat2823%
Social media2521%
In person2017%

2.How satisfied are you with the help you received?

120 answered
Average 3.7
Answer distribution
AnswerCountPercent
11311%
21210%
31916%
43227%
54437%

3.Thinking about the person who helped you:

120 answered
StatementStrongly disagreeDisagreeNeutralAgreeStrongly agreen
They understood my problem6%9%16%26%43%120
They were courteous6%16%20%20%38%120
They knew what they were talking about12%10%19%27%33%120
They kept me informed4%15%16%31%34%120

4.Was your issue resolved?

120 answered
Answer distribution
AnswerCountPercent
Yes, completely3529%
Partly4033%
No108%
Still waiting3529%

How to read these questions

  • single choice: Read the share choosing each option, then cross-tab by a segment question to see who differs.
  • rating: Report the mean and the top-two-box share (the two highest points). Top-two-box is easier to explain and less sensitive to a few extreme answers.
  • matrix: Compare rows on the same column (for example, % agree) to find the weakest statement, then look at who rates it lowest.

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 customer service feedback survey take to complete?

About 2 minutes: 6 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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