A call center feedback questionnaire is obtained by a call center from its customers. The primary reason for taking this questionnaire is to assess the levels of satisfaction of the customers who use the call center for their requirements. Also this questionnaire helps to identify the area that can be improved and to bring down the negative factors in the call center.

Sample Call Centre Feedback Questionnaire

1. Can you please specify the main reason for you to call our call center?

a) Information regarding a product or service

b) Complaint registration

c) Account information

d) Others Pl specify ______________

2. What is the rate at which you make use of our call center for information desired by you according to the time frames given below?

a) Daily

b) Weekly

c) Monthly

d) Quarterly

3. Please specify your level of satisfaction most of the times when you called our call center?

a) Very satisfied

b) Just satisfied

c) Unsatisfied

d) Very dissatisfied

4. The last time when you called our call center were your queries answered properly?

a) Yes

b) No

5. Please provide your option about the attitude, knowledge and promptness of the call center staff who attended your call?

a) Excellent

b) Good

c) Fair

d) Poor

6. Will you give a call to our call center in future to get your queries resolved?

a) Yes surely

b) No certainly not

7. Will you recommend this call center to your friends and relatives?

a) Yes

b) No

8. What are the changes that you recommend to improve our call center for better?


9. What is it that you like the best about our call center?

a) Prompt service

b) Availability 24/7

c) Knowledgeable call center staff

d) Useful information

e) All of the above

10. Please let us know the waiting time taken for you to connect to the call center executive?