Help desk survey template

Question 1

What is a help desk survey?

Answer

A help desk survey is a questionnaire you send to customers after they've interacted with your help desk team. The survey helps you stay on top of the quality of the interactions and be sure you deliver the customer service experience you aim for.

Learn what the help desk survey looks like by checking out the template above!

Question 2

Why use a help desk survey?

Answer

High-quality customer service is vital for the success of companies. Not only does frontline staff influence customers' perception of your brand, but they also impact customer retention and sales.

By sending a help desk survey, you're able to evaluate the performance of IT support teams and keep track of the customer experience at vital touchpoints. As a result, you improve customer retention and increase sales revenue.

On top of that, a help desk survey can also help you pin down problematic areas affecting your staffs' happiness at work. By tackling these, you'll be able to improve staff retention and the performance of your employees.

Question 3

What questions to ask in a help desk survey?

Answer

There are many ways you can ask about the quality of your customer service. Yet, the customer satisfaction surveys should be short and sweet.

Before you decide on the final version of the help desk survey, decide on its goal. Do you want to focus on your team's commitment, the effectiveness of the processes, or customers' likelihood to recommend (NPS)?

A help desk survey may also focus on:

The first call resolution
Customer waiting time
Customer greeting
Problem-solving skills
Product knowledge
Customer handover rates
The length of call time
The success rate of calls
Tone and language

And the list goes on.

Here are the most common customer satisfaction questions the surveys ask:

Based on your recent interaction, how satisfied or dissatisfied are you with our help desk?
On a scale of 1-10, how polite was the help desk specialist?
On a scale of 1-10, how confident did you feel in the help desk team member's ability to solve your problem?
Did you receive the help you needed?
Was it the first time you called/messaged our help desk team?
Would you use the communication channel again in the future?
On a scale of 1-10, how easy was it to contact us?
Is there anything you would change about the way our help desk works?
Based on this interaction, how likely are you to recommend our company to people like you?

For more question ideas, check out Survicate's help desk survey template above!

Question 4

How to use Survicate's help desk survey template?

Answer

Survicate is a very intuitive tool, so setting up and running a survey is hassle-free as the tool guides you step-by-step through the process.

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1. Sign up.

To start, click the "Send this survey for free" button above and sign up for a free account.

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2. Add necessary tweaks.

Edit and customize the help desk survey template according to your needs.

Add or delete the survey questions and use skip-logic to make the survey more relevant to the respondents. (They will be asked questions based on their last answer.)

Change the survey background and colors to make your survey look on brand. Consider using your company logo. (This is a paid feature, though.)

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3. Connect 3rd party tools.

Follow the tool's guidelines to connect your CRM to Survicate to leverage the customer data.

Optionally, enable the integration with Slack or Microsoft Teams to receive the survey responses in your team's communication tools.

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4. Get the survey ready to send.

You're most likely to send the survey in your live chat app or text it after a customer makes a call. To do that, copy and paste the survey link generated by the feedback collection tool.

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5. Analyze the results.

Survicate gives you real-time access to survey responses. You have them delivered to collaboration tools, and you can access them in the tool panel.

It's a good idea to start monitoring the survey performance early on in the campaign. This way, you'll be able to detect campaign issues (like low response rate) and address them.

Survicate is a versatile feedback collection tool used to keep track and improve customer experience along customer journeys and conversion rates at all stages of the funnel.

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A help desk survey is a great place to start tracking customer satisfaction. Sign up for the tool today and track!

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Help desk survey template

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Help desk survey template

What is a help desk survey?

Why use a help desk survey?

What questions to ask in a help desk survey?

How to use Survicate's help desk survey template?

Large section heading

All native integrations are1-click and code-free

Survicate has your (feed)back

We’re also there

All native integrations are
1-click and code-free