Customer Service Survey Template

Why measure customer service?

From sales staff in a traditional bricks-and-mortar shop or telephone sales, support and customer service teams, to the service you deliver to customers via digital channels such as your website, apps and social media and much more.

When you consider all the customer service touchpoints where your customers could potentially be making contact with your brand, it’s not hard to appreciate why some form of measurement is needed, otherwise how well will you know how your teams are performing or how happy your customers are with the service you’re delivering for them. Through evaluation you’re also able to identify any areas that you need to improve.

Satisfied customers are essential if you’re to retain their custom and loyalty, which in turn is crucial to the long-term profitability, growth and security of your business. Therefore, it makes good business sense to ensure that the quality of your customer service levels remains high across all your points of contact with them.

When to use customer service surveys

Having explored some key customer service metrics, you next need to be thinking about when you should be using a customer service survey.

The best place to start is to consider all the main service orientated touchpoints where you believe customers could be making contact with your business. You can get a better idea of this by mapping out the key stages of a customers’ journey with your organisation.

Alternatively, you may want to consider some of the more generic customer service touchpoints. Generally, many firms will have a mix of the following touchpoints, where in many instances a customer service questionnaire can be employed to give you a better feel about what customers think of the overall level of service they’ve been receiving from your organisation.

Why use a service survey template?

Given the nature of customer service and the many channels you could be using to deliver support at any one time, it’s not hard to appreciate how challenging it can be to find time to come up with questions for your next customer survey.

That’s why we’ve created a set of customer survey templates to help you. Similar to all the other templates in our surveys’ portfolio, these can be used as they are or easily customised to suit your needs.

Need inspiration?

For additional ideas to include in your questionnaire, see our list of customer service survey questions. With topics including resolution of problem or query, responsiveness, competence, reliability, communication, timeliness, and value, you're sure to find ideas to use and adapt.