Customer Service Representative Survey Questions + Sample Questionnaire Template

Good customer service is directly linked to customer satisfaction. If your customer service is good, your customers will be satisfied and will stay with you long durations. It is, therefore, necessary to continually evaluate the performance of your customer service representatives. It lets you know where you stand in terms of customer satisfaction and what areas need attention to elevate your customer service. Customer service representative survey questions collect feedback on the level of satisfaction of the customer based on the service provided by the representative. This sample questionnaire evaluates the effectiveness of customer service provided and what can be improved to provide better customer care.

Top 3 reasons to use the customer service representative evaluation survey template

- Elevate your customer service
With this template, you'll be able to identify areas of improvement to make the customer service experience better. Good customer service is important since it directly positively impacts customer loyalty.

- Identify trends
There could be issues with your customer service that you may not necessarily know or have identified. Running this survey template will help you uncover patterns, trends, and gap areas, allowing you to implement preventive measures.

- Get additional feedback
With the open-end text question, customers will be able to highlight aspects that they liked the most. Was it the approach, or the solution proposed, or the time taken to get back? Getting this information will help you replicate it in other areas and elevate your customer service.

Customer Service Representative Survey Questions + Sample Questionnaire Template

Top 3 reasons to use the customer service representative evaluation survey template

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The Experience Journal


In evaluating your most recent customer service experience, was the quality of service you received: Very poor Somewhat unsatisfactory About average Very satisfactory Excellent Please describe which aspects of the service experience stood out the most: How would you rate the process for getting your problem resolved? Very satisfactory Very poor Somewhat unsatisfactory Excellent About average Please describe which aspects of the problem resolution process stood out the most: The next few questions relate to your customer service representative. The customer service representative was very courteous. Strongly disagree Strongly agree Somewhat disagree Somewhat agree Neutral Was there anything specific about the customer service representative that stood out as being superior? Patient Enthusiastic Listened carefully Friendly Responsive Other Which aspects of the representative could be improved? Not patient Not enthusiastic Didn't listen carefully Unfriendly Unresponsive No improvement needed Other The customer service representative handled my call quickly. Strongly disagree Somewhat disagree Neutral Somewhat agree Strongly agree How would you best describe what happened? Kept me waiting on hold Had to explain several times Didn't know how to handle the problem Had to ask others Spoke slowly No improvement needed Other The customer service representative was very knowledgeable. Strongly disagree Somewhat disagree Neutral Somewhat agree Strongly agree What would best describe what happened? Gave me the wrong information They didn't understand the question Gave unclear answers Couldn't solve problem Disorganized No improvement needed Other The waiting time for having my question addressed was satisfactory. Strongly disagree Somewhat disagree Neutral Somewhat agree Strongly agree My phone call was quickly transferred to the person who best could answer my question. Strongly disagree Somewhat disagree Neutral Somewhat agree Strongly agree