15 Service Quality Survey Questions + Sample Questionnaire Template

Service quality survey questions to evaluate and analyze the quality of service provided to customer and clients by representatives. This sample questionnaire template has a comprehensive list of survey questions to ask customers for feedback on their experience while interacting with a service representative, such as the executive's expertise in understanding the problem, identifying causes and resolving concerns in a timely manner. Use this survey template and start evaluating and taking measures to improve service quality based on real customer feedback.


 
 
Dear Customer:







As the manager of [COMPANY], I want to thank you for giving us the opportunity to serve you. Please help us serve you better by taking a couple of minutes to tell us about the service that you have received so far. We appreciate your business and want to make sure we meet your expectations. Attached, you will find a coupon good for ...... We hope that you will accept this as a token of our good will.







Sincerely,



[MANAGER_NAME]



Manager
 
 
Considering your complete experience with our association and the activities conducted, how likely would you be to recommend us to a friend or a colleague?
«Very UnlikelyVery Likely»
012345678910
 
How satisfied were you with the service quality on the basis of the below parameters?
Very Unsatisfied Unsatisfied Neutral Satisfied Very Satisfied
Quality of Service
Process of getting problem resolved
Quality of customer service representative
Time taken by customer service representative to solve my issue
Knowledge of customer service representative
Wait time for my question to be answered
Overall satisfaction with
 
 
Please describe if there was any particular aspect of the service experience that was unique
   
 
Customer Service Representative

 
The customer service representative was courteous.
 
Strongly disagree
 
Somewhat disagree
 
Neutral
 
Somewhat agree
 
Strongly agree
 
 
Which of the following qualities of the service representative stood out (as being superior)?
 
Patient
 
Enthusiastic
 
Attentive
 
Friendly
 
Responsive
 
Other
 
 
What qualities of the customer service representative that you did not like?
 
Not patient
 
Not enthusiastic
 
Not attentive
 
Unfriendly
 
Unresponsive
 
Other
 
No qualities that I did not like
 
 
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 problem
 
Had to ask other employees
 
Did not speak clearly
 
Other
 
 
The customer service:
 
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
 
 
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.



If you have any comments or concerns about this survey please Contact: -

Company Name

Address 1

Address 2

City, State, ZipCode
 

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