A READY-TO-MAKE-YOURS SURVEY

Customer service satisfaction survey template

Review the experience of getting help with this customer service satisfaction survey template. Ask about the interaction, clarity, and whether the customer feels the issue was resolved.

Read the template guide

Use this template Free to customize. No code needed.

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A LITTLE GUIDANCE

Make the most
of your next ask.

Questions to consider for your customer service satisfaction survey

Use these questions as suggestions when editing your copy. Keep the ones that fit your purpose and add any details your process needs.

Was your issue resolved?
How clear and helpful was the response?
What could we have done better?
How easy was it to get the help you needed?
Did you have to contact us more than once about the same issue?

How to use the responses

Separate unresolved requests from feedback on the support experience. Follow up on open issues and use recurring comments to improve instructions, handoffs, or staff support.

Separate service quality from resolution

A customer can appreciate a helpful agent while still having an unresolved issue. Ask about the outcome as well as the interaction so a positive service rating does not hide work that remains open.

Send the survey in relation to a clear support experience. If your team plans to follow up, explain how contact information will be used. Review recurring issues across responses, then connect those themes to the process or product changes that can address them.

How to customize and share this template

Name the experience you want feedback on and ask while respondents can still recall it clearly.
Keep rating scales consistent and add an open question about the reason behind the answer. Remove questions that your team cannot act on.
Decide how you will review results and follow up. Test the wording with someone unfamiliar with the form before sending it to the intended audience.

Make it yours with Youform

Combine ratings and comments

Use rating or choice questions for comparison, then give people room to describe the experience in their own words.

Ask a useful follow-up

Use conditional logic to explore an answer in more detail when it needs explanation, without asking everyone the same extra questions.

Turn responses into a review

Read answers in Youform or connect Google Sheets for your own analysis. Look at written comments alongside scores before deciding what to change.

Start free with unlimited forms and responses, subject to fair use. See Youform plans and features for the details.

Frequently asked questions

When should I send a customer service satisfaction survey?

Send it after a support interaction or case resolution. Ask about that specific interaction so the answer is not confused with the customer's overall view of the company.

Can I customize this survey template?

Yes. Choose Use this template to make your own copy in Youform. Edit the questions and colors, review the whole flow, then share a link or embed it on your website. See Youform plans for advanced features.

How many questions should a feedback form have?

Use the fewest questions that answer the decision you need to make. One clear rating and a useful follow-up can suit a single interaction. A broader review may need more questions, grouped around distinct parts of the experience.

Should feedback include a name or email address?

Collect contact details when a reply is part of the purpose, and explain that use. If you want anonymous feedback, review the form's questions and settings rather than assuming that omitting a name makes every response anonymous.

Should I ask for feedback before a support issue is resolved?

You can ask about a particular interaction, but make that scope clear. If you want to measure the whole support outcome, wait until the case reaches the point your survey describes and include a question about whether the issue was resolved.

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