Customer Service Questionnaire Questions

A customer service questionnaire is very important these days and helps a company or organization is reading the customer mindset. The company gets to understand whether its goods and services have been accepted or rejected by the customers. Almost all companies, especially those dealing in consumer goods, conduct customer satisfaction survey. Such questionnaires have often helped companies in restructuring their customer service policies and standards. A customer service questionnaire questions is given below for reference.

Sample Customer Service Questionnaire Questions Sample

  • In the most recent customer service survey, how were you contacted by the representative of the company?
  • Via email/internet
  • By telephone
  • Personally
  • Through agents like brokers, dealers etc.
  • Others (please specify) ________________________________________

Enough information and assistance was available over the internet for solving my problem.

  • Strongly agree
  • Somewhat agree
  • Neutral
  • Strongly disagree
  • Somewhat disagree

How long did you have to wait before you were able to speak to a representative of the company?

  • Less than five minutes
  • 6-10 minutes
  • 11-15 minutes
  • Over 15 minutes (please specify) _____________________

Was the customer servicing representative able to identify your problem? Tick the one applicable in your case.

  • The problem was quickly identified
  • Appeared competent and knowledgeable
  • Helped in understanding the problems
  • Not knowledgeable and was found wanting
  • Couldn’t identify or resolve the problem
  • Others (please specify) _____________________

a. How long did it take to get the problem finally resolved?

  • Immediately resolved
  • Less than 1 day
  • Over 1 day
  • Between 3 to 5 days
  • Over 5 days
  • Others (please specify) _____________________

b. Overall, how would you like to rate the customer service experience that was extended by the company?

  • Very much satisfied
  • Satisfied
  • Dissatisfied
  • Very much dissatisfied
  • Can’t say/not sure
  • Others (please specify) _____________________

Category: Questionnaire Questions

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