15 Service Quality Survey Questions | Customer Service Satisfaction Sample Template | QuestionPro
Considering your overall experience, how likely would you be to recommend us to a friend or a colleague?
0 Very Unlikely to 10 Very Likely
0
1
2
3
4
5
6
7
8
9
10
Very Unlikely
Very Likely
How satisfied are you with the service quality on the basis of the below parameters?
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Quality of Service
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Process of getting problem resolved
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Quality of customer service representative
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Time taken by customer service representative to solve my issue
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Knowledge of customer service representative
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Wait time for my question to be answered
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
Overall satisfaction
Very Unsatisfied
Unsatisfied
Neutral
Satisfied
Very Satisfied
The customer service representative was courteous.
Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree
Which of these qualities apply to the customer service representative?
Yes
No
Patient
Yes
No
Enthusiatic
Yes
No
Attentive
Yes
No
Friendly
Yes
No
Responsive
Yes
No
Knowledgeable
Yes
No
What would best describe your experience with the customer service representative?
Kept me waiting on hold
Had to explain several times
Didn’t know how to handle a problem
Had to ask other employees
Did not speak clearly
Other
Please check all that apply.
Gave me the wrong information
Didn’t understand the question
Gave unclear answers
Couldn’t solve the problem
Disorganized
No improvement needed
Other
Over the next 12 months, how likely are you to replace your [PRODUCT] with another [PRODUCT OR BRAND]?
Certain
High chance
Equal chance
Low chance
Never
Do you have any other comments or suggestions for us?
