50+ Customer service survey questions to ask

Knowing what your customers want from your company and meeting customer expectations is as important as the quality of your product or service. You can only make sure there is not a wide gap between these two by surveying the clients in their customer journey.

You can gather typical customer service survey questions, put them in a well-crafted survey, and start collecting feedback from different types of customers today. Let us get started with the definition of a customer service survey and continue with customer service survey question examples!

What is a customer service survey?

A customer service survey is a type of feedback survey where a business owner or manager can collect feedback from customers about the effectiveness of the customer service team, the quality of products and services, etc. 

The customer service survey can include questions to assess various aspects of customer experience, such as ease of use, responsiveness, service quality, problem resolution, and overall experience. This is the place where the clients have a say.

Why to share a customer service survey

Sharing a customer service survey with loyal customers to collect feedback from them using various types of questions is beneficial for both the businesses and the clients. Clients can let the business know about the areas that need improvements, and the business owners ensure the quality and effectiveness are as they should be. Additionally, other reasons are:

Also, take a look at these customer service statistics to find out why customer service has an influential impact on the success of any business.

50+ Essential customer service questions to ask in your survey

It is super easy to gather some customer service questions and answers to use in your next client survey to gather feedback. The first thing you need to do is decide on your goal for making that survey in the first place. Then, you can go through these 50+ customer survey questions we have gathered for you and choose the best ones!

General questions about customer service

These general questions focus on customer service skills and how well they are able to help customers in their time of need. Nowadays, customer service is more important than ever. So, make sure to include at least a couple of these.

1. How would you rate your overall satisfaction with our customer service?

2. How quickly did our customer service team respond to your inquiry?

3. Was your issue resolved to your satisfaction?

4. How would you rate the professionalism of our customer service representatives?

5. How clear and understandable were the instructions or solutions provided?

6. Did you find it easy to contact our customer service team?

7. How would you rate the friendliness of our customer service representatives?

8. How likely are you to recommend our customer service to others?

9. How knowledgeable did you find our customer service representatives?

10. How satisfied are you with the resolution time of your issue?

11. How would you rate the communication skills of our customer service team?

12. Would you be willing to use our customer service again in the future?

A general question about customer service

Customer satisfaction questions

Customer service questions generally ask about the satisfaction levels of clients. Customer satisfaction questions can include a variety of topics. You can ask about the quality of the product/service or how satisfied they are with your service. You can also include interesting questions to make sure that your survey is not too boring for survey takers.

13. How would you describe your overall experience with our product/service?

14. How likely are you to choose our product/service again in the future?

15. How well did our product/service solve the problem it was meant to address?

16. If you could sum up your satisfaction with us in one word, what would it be?

17. How do you feel about the value for money of our product/service?

18. How would you rate the ease of use of our product/service?

19. If you were to recommend us to a friend, how confident would you feel?

20. How well do our services/products align with your needs?

21. If you could make one improvement to our product/service, how important would it be?

22. How satisfied are you with the speed of delivery/service?

23. How much do you feel our product/service enhances your daily life or work?

24. If our brand were a person, how would you describe our personality?

25. How do you feel after interacting with our brand?

A question about customer satisfaction

Yes/No questions to ask about customer service

You can use these questions when you do not want to take much time from your client's day. You can add a number of these yes/no questions about customer service to collect valuable feedback in no time.

26. Did you find our customer service platform easy to navigate?

27. Was it straightforward to find the contact information for our customer service?

28. Did you find it easy to understand the instructions provided by our customer service?

29. Did you receive follow-up communication after your initial contact with customer service?

30. Was the customer service representative knowledgeable about the product/service?

31. Did you feel that the customer service representative genuinely wanted to help you?

32. Was the overall quality of service provided by our customer service satisfactory?

33. Was your issue fully resolved by our customer service team?

34. Did the customer service representative offer a solution that met your needs?

35. Were you satisfied with the resolution provided by our customer service?

36. Would you consider your interaction with our customer service a positive experience?

37. Would you recommend our customer service to others based on your experience?

A yes/no question about customer service

Open-ended questions about customer service

These open-ended questions offer a safe space for clients to speak their minds freely. You can add a couple of these questions at the end of your survey to allow the survey takers to add anything else they want to say.

38. Can you describe a recent experience you had with our customer service team?

39. What do you think we could do to improve your experience with our customer service?

40. What aspect of our customer service stood out to you the most, and why?

41. In what ways can we make it easier for you to contact our customer service team?

42. How would you describe the quality of the product/service you received?

43. What specific features or aspects of our product/service do you find most valuable?

44. Have you noticed any areas where our product/service could be improved? If so, what are they?

45. How well does our product/service meet your needs and expectations?

46. What changes or enhancements would you suggest for our product/service?

47. How would you rate the overall quality of service you received, and what factors influenced your rating?

48. What do you believe sets our service quality apart from other companies you've dealt with?

49. Were there any moments during your service experience that exceeded your expectations? 

50. Can you share an example of when our service quality did not meet your expectations? What could we have done differently?

51. What were your first impressions of our product/service, and have those impressions changed over time? 

An open-ended question about customer service

How to create a customer service survey for free

Having a satisfied customer is one thing, but making sure that the customer does not turn into an angry customer because of your negligence towards their problems is another. One of the most successful ways to listen to clients’ problems is by asking them questions through a customer service survey. Now, let us see how to create your own survey in simple steps.

1. Choose a beginning option

Choose a beginning option

forms.app is a very useful and easy-to-use survey maker, and anyone can easily create surveys in seconds. Simply choose one of the existing survey templates, start from scratch, or use forms.app AI feature.

You can easily give the AI feature a prompt saying, “Give me a 10-question long customer service survey,” and it will create one for you in seconds!

2. Customize your survey

Customize your survey

The next step is to customize the survey as much as you want. You can add or delete questions, add images, change the background colors, and even customize the writing fonts, as well as other details.

3. Share your survey with your audience

Share your customer service survey

After all the customizations are done, it is time to share the survey. You can decide to share it with clients after their purchase or at regular intervals to test customer sentiment. You can also share it across your social media accounts to reach a wider audience.

4. Analyze the results

Check the results you collect

After sharing the survey with the clients, you can carefully analyze the results. The data you collect will allow you to pinpoint the specific needs that need changing, and there to make informed decisions.

Try advanced customer service templates for free

As we mentioned above, the forms.app has a lot of useful and ready-to-go templates to choose from. A whooping 5000+ survey, quiz, and form templates for any needs. They help save time as you can get the one most suited for your needs and use it directly. 

However, that does not mean you can not make changes according to your wishes. Every part of an existing survey is customizable to the max. Here are some customer service templates you can use for free today:

Class Feedback Form Template

Customer Service Satisfaction Survey Template

Customer Needs Survey Template

SEE MORE TEMPLATES

6 Pro tips for your customer service surveys

It is always a good idea to use a customer service survey to ask people for their honest feedback after they interact with your business. But that does not mean that there is nothing you need to pay attention to. Take a look at these 6 pro tips that may seem small but will have a huge impact in the long term.

Expert tips for customer service surveys

1. Keep it short

It is always a good idea to keep the customer surveys shorter as people may not have time to answer 25 questions in one sitting. They may give up halfway or not start the survey at all. Focus on key areas you want to improve.

2. Use different question types

You can incorporate a variety of questions to include in your survey, such as multiple-choice, open-ended questions, and rating scales. This will allow you to gather both quantitative data and qualitative data.

3. Use clear language

Use easy-to-understand language when you are gathering your questions to eliminate any possibilities of misunderstandings. That would hurt the quality of the data. Therefore, avoid using jargon or technical terms that could be hard to understand.

4. Collect actionable feedback

You can use questions that would help you to take action according to the results. For instance, you can ask, “What can we do to improve our call center?” instead of “Are you satisfied with the call center services?”

5. Test it before sending

Before launching the survey, it is better to test it to see if it is working. Then, you can identify any issues with question clarity, technical issues, and survey flow. Checking the survey beforehand will ensure a smoother experience for survey takers.

6. Time your surveys wisely

You can send a survey after a customer makes a purchase to evaluate the shopping journey. You can also send them quarterly or annually. Make sure not to overwhelm the clients by sending them too frequently.

Key points to take away

Customers are very important for businesses as they are every company's backbone and ultimate goal. And if your customer service quality is not up to their standards, there is no reason why they will not leave for another competitor. That is why we gathered 50+ customer service survey questions for you to use in your next survey. Go through them, find the best ones for you, and start collecting feedback today! 

Also, if you want to have fun with customer service subjects and share some customer service memes with your coworkers, don't forget to check out the forms app blog!