Customer Service Survey Questions (40 Examples)
Customer service survey questions are essential tools for understanding your customers’ experiences and improving your support services. By asking the right questions, you can gather valuable feedback that helps you identify areas for improvement and measure the effectiveness of your customer service team. In this article, we’ll provide you with 40 examples of customer service survey questions, grouped by what they measure, and explain how to use them effectively with OXPoll’s free online poll maker.
Overall satisfaction (CSAT)
Customer Satisfaction (CSAT) questions measure how satisfied customers are with your service. These questions are typically asked on a scale and are useful for gauging overall sentiment.
- How satisfied are you with the service you received? (Very dissatisfied to Very satisfied)
- Did our customer service meet your expectations? (Yes/No)
- How would you rate your overall experience with our customer service? (1-5 stars)
The agent/rep
These questions focus on the performance and behavior of the customer service representative. They help you assess the quality of interaction and the representative’s effectiveness.
- How knowledgeable was the customer service representative? (Not at all knowledgeable to Extremely knowledgeable)
- Was the representative courteous and respectful? (Yes/No)
- How would you rate the professionalism of the customer service agent? (1-5 stars)
Resolution & first-contact
These questions evaluate whether the customer’s issue was resolved and if it was done on the first contact. They are crucial for measuring the efficiency of your customer service.
- Was your issue resolved to your satisfaction? (Yes/No)
- How many contacts did it take to resolve your issue? (One, Two, Three, More than three)
- Did we resolve your issue during your first contact? (Yes/No)
Customer effort (CES)
Customer Effort Score (CES) questions measure how much effort a customer had to put in to get their issue resolved. Lower effort often correlates with higher satisfaction.
- How easy was it to get your issue resolved? (Very difficult to Very easy)
- Did you find it easy to navigate our customer service channels? (Yes/No)
- How much effort did you have to put in to resolve your issue? (1-5 stars)
Wait time & channels
These questions assess the customer’s experience with waiting times and the channels they used to contact customer service. They help identify bottlenecks and preferred contact methods.
- How long did you have to wait before speaking to a representative? (Less than 1 minute, 1-5 minutes, 5-10 minutes, More than 10 minutes)
- Were you satisfied with the wait time? (Yes/No)
- Which channel did you use to contact customer service? (Phone, Email, Live chat, Social media, In-person)
Follow-up & likelihood to return
These questions gauge the customer’s likelihood to return and their satisfaction with follow-up actions. They are important for understanding customer loyalty.
- How likely are you to return to our company for future services? (Very unlikely to Very likely)
- Would you recommend our customer service to others? (Yes/No)
- How satisfied are you with the follow-up to your issue? (Very dissatisfied to Very satisfied)
Open-ended
Open-ended questions allow customers to provide detailed feedback in their own words. They are invaluable for gaining deeper insights and understanding the customer’s perspective. For more on open-ended vs closed-ended questions, check out our guide.
- What did you like most about your customer service experience?
- What could we do to improve your experience?
- Is there anything else you would like to tell us about your experience?
Turning these into a real poll with OXPoll
With OXPoll’s free online poll maker, you can easily create a customer service survey using these questions. Simply sign up, select your questions, customize your survey, and share it with your customers. It’s quick, easy, and no sign-up is required.
Rating scales that work for service surveys
When designing your customer service survey, choosing the right rating scales is crucial for gathering actionable feedback. Here are some of the most effective scales to consider:
- CSAT (Customer Satisfaction) 1-5: This is a simple and widely used scale where 1 represents “very dissatisfied” and 5 represents “very satisfied”. For example, “How satisfied are you with the customer service you received?”
- CES (Customer Effort Score) agree-disagree: This scale measures how easy it was for the customer to accomplish their goal. Typically, it uses a 1-5 or 1-7 scale with 1 being “strongly disagree” and 5 or 7 being “strongly agree”. For example, “The company made it easy for me to resolve my issue.”
- NPS (Net Promoter Score) 0-10: This scale measures customer loyalty and likelihood to recommend. Customers are asked to rate on a scale of 0-10, with 0 being “not at all likely” and 10 being “extremely likely”. For example, “How likely are you to recommend our company to a friend or colleague?”
Open-ended service questions worth asking
Open-ended questions can provide deeper insights into the customer experience. Here are some examples of open-ended questions that can yield valuable feedback:
- What did you like most about your experience with our customer service?
- Is there anything you think we could improve about our customer service?
- Can you describe a situation where our customer service exceeded your expectations?
- What was the main reason for your recent contact with our customer service?
- How did our customer service representative make you feel during your interaction?
- What could we have done differently to make your experience better?
- Is there any additional feedback you would like to share about your experience?
- What was the most helpful part of your interaction with our customer service?
Frequently asked questions
What is the difference between CSAT, CES, and NPS?
CSAT measures overall satisfaction, CES measures the effort required to resolve an issue, and NPS measures the likelihood of a customer recommending your service to others.
How often should I send out customer service surveys?
It’s best to send surveys after each interaction or at regular intervals, such as monthly or quarterly, depending on your customer base and the nature of your business.
How can I ensure a high response rate for my surveys?
Keep your surveys short, ask relevant questions, and offer an incentive for completion. Also, ensure the survey is easy to access and mobile-friendly.
What should I do with the feedback I receive?
Use the feedback to identify trends, address common issues, and improve your customer service processes. Share the insights with your team and make data-driven decisions.
How can I analyze the results of my customer service surveys?
Use tools like OXPoll to track responses and analyze data. For more on how to analyze poll results, check out our guide.