Customer service surveys vary. The questions you ask depend on your business type, customer support team structure, and survey goals.
It’s impossible to investigate every aspect of your customer support process in one survey. If you flood your respondents with too many questions, they’ll most likely drop out halfway. Focus on one objective at a time.
Take a look at a few customer service survey questions grouped by a common survey goal.
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1. Customer satisfaction survey questions
Customer satisfaction survey questions let you investigate your respondents’ general satisfaction with your customer support. You can also learn more about their likes and dislikes.
A basic rating-scale satisfaction question, such as “How satisfied are you with our customer service?”, will help you calculate a satisfaction score (CSAT). Use it as an internal benchmark and to segment your customers into satisfied and unsatisfied.Â
Question examples:
- How satisfied were you with our customer service today?
- What would you improve about our customer service?Â
- Did you achieve your goal today?
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2. Customer Effort Score (CES) survey questions
The Customer Effort Score (CES) survey questions let you evaluate how easy it is to interact with your customer support. Like CSAT, Customer Effort Score is easy to measure, benchmark, and use for customer segmentation.
Question examples:
- How easy was it to interact with our customer service today (on a scale from “very difficult” to “not difficult”)?
- How easy was it to achieve your goal?
- What could we do to make it easier to achieve your goal?
- How long did it take us to address your questions and concerns (on a scale from “much longer than expected” to “much shorter than expected”)?
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3. Team-member-focused survey questions
You can use your customer service questionnaire to evaluate specific members of your customer service team. You’ll make sure each of them meets customer expectations and represents company values.
Consider more training, rewards for best-performing team members, or team restructuring depending on the answers.
Question examples:
- How satisfied were you with the help of [this team member] today?
- How would you rate [this team member]’s expertise?
- How effectively did [this team member] solve your problem or answer your questions?
- Do you have any comments or suggestions?
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4. Channel-focused survey questions
Most online businesses offer multi-channel customer support. And for most of them, not all channels are equally effective.Â
Use a customer service survey to evaluate your specific communication channels. Find out which provide excellent customer experience and which demand improvements.
Question examples:Â
- How easy was it to communicate with our customer support via [this channel]?
- How often do you use [this communication channel] to contact our customer service?
- Based on your experience today, how likely are you to use [this channel] again?
- What other channels have you used to contact our customer service in the past?
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No matter your goal, stick to survey best practices. Keep your customer service surveys concise and logical. Lead with a close-ended question to warm your respondents up. Then, follow up with open-ended questions to let the customers express their opinions and add context to their initial answer.
To find out what a complete customer service survey looks like, check out the template above!
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