Customer Service Survey – Sample Questions
One of the most difficult aspects of conducting any survey, is considering what questions you should ask your audience. You really need to consider what information you want to get from the survey and then tailor your questions to extract this information.
However, over the next few weeks we plan to run a series of posts suggesting sample questions that you might want to ask if conducting a particular survey, such as a customer satisfaction survey, product satisfaction survey, employee satisfaction survey etc. It’s not an exhaustive list, but it may help you get started.
Customer Service Survey – Question Examples:
– Why did you contact customer service?
– How did you contact customer service?
– Were you happy with the response time to your query?
– Was your issue actually resolved?
– Was the person knowledgeable and easy to understand?
– Were you satisfied with the time it took to resolve your issue?
– Was the representative professional and helpful?
– How satisfied were you with customer service?
– What changes, if any, can we make to improve our customer service?
Any more questions you think should be included when conducting a Customer Service Survey?
December 3rd, 2008 at 8:50 pm
I have two concerns with your approach. The first is that many of your questions have yes/no answers. Dichotomous questions are rarely used when gathering informatioin for management. The second concern is that you are providing typical questions; but they have only limited value unless you have a typical company. Strategic quetions for management action requires the questions to specifically relate to the company. Your approach is a waste of time and energy.
December 4th, 2008 at 10:37 am
Hi Dr B,
I’d have to agree with a lot of what you are saying… the sample survey questions above are exactly that … a sample!
When considering conducting a survey there are a lot of issues to be considered, in particular what information you want to extract from the survey.
The sample survey questions are to try and help get the juices flowing and would help gather some quantitative research on your customer service offering – but the greatest insight would likely be gathered from the open-ended question at the end “What changes, if any, can we make to improve our customer service?”
Thanks for your input…
January 15th, 2009 at 4:15 pm
[...] on from our customer satisfaction survey sample questions .. and after getting slammed for it I thought what the heck, I’ve compiled another short [...]
September 25th, 2009 at 4:53 pm
I wish I had found this discussion earlier and wish it had continued. More information will create more knowledge and better surveys.
Good stuff, Robert.