CUSTOMER

Service quality check-in survey template

Review a recent service interaction across effort, clarity, resolution, and preferred support channels.

10 questions · 4 pages · 4 answer formats · About 2 min

Time is estimated from all questions, including matrix rows. Branching can shorten a path; reading, consent and longer written answers can add time. Confirm it with a pilot.

Advanced logic
Page branching
Conditional questions
AND / OR rules
Pro to publish

Use this template →Try the survey Read every question

Free to preview and customize. Publishing this template with its configured advanced features requires Pro.

Use this template opens an editable draft after sign-in. Questions, answer options and configured logic carry over; nothing is published until you choose to publish.

Try the questionnaire

Answer it before you use it.

Try the actual questions, follow-ups and endings. Preview answers stay in this tab and disappear when you close or restart it. Nothing is submitted.

Who this is for

Service managers reviewing a recent customer interaction and the resolution it produced.

Before you send it

Use the channels your team supports. Trigger after an interaction closes, and make clear that feedback is optional and will not affect service.

Questionnaire preview

These are the questions and answer options copied into your draft. Bracketed text is a prompt to customize. Matrix questions contain several statements, so allow time for each row.

How this template adapts

Two mutually exclusive service paths rejoin a shared ending, with contact permission and email shown only when relevant.

Resolved issues and general enquiries skip to What worked on page 3.
Partly resolved or unresolved issues see Help still needed on page 2, then jump directly to page 4 without seeing the positive path.
At the shared ending, only unresolved respondents see the contact-permission question. Email requires both an unresolved issue AND explicit permission.

Test the setup before sharing

Test all four resolution options and confirm nobody sees both middle paths.
On the unresolved path, try Yes and No to follow-up. Then go back and change the issue to resolved: both contact fields should disappear.
This records a request for follow-up; configure your own notification or support workflow before promising a response time.

The preview below lists every possible question. Respondents see only the questions on their path. Open this template in the builder to test it with live answers.

Page 1

1. Which service channel did you use? (required)
Choose one
PhoneEmailLive chatIn personOther
2. Was your issue resolved? (required)
Choose one
Yes, completelyPartlyNoI did not have an issue
Page 2: Help still needed
3. What do you need next? (required)
Choose one
A clearer explanationA fixAn updateSomething else
4. What remains unresolved? Please do not include passwords or account numbers.
Long text
5. How urgent is your remaining need?
1–5 scale (Can wait → Time-sensitive)
Page 3: What worked
6. What helped most during this interaction?
Choose one
A clear explanationA quick responseA complete solutionFriendly serviceSomething else
7. What should we keep doing?
Long text
Page 4: Context and next steps
8. How easy was it to get help?
1–7 scale (Very difficult → Very easy)
9. If your issue is unresolved, may the team contact you? (required)
Choose one
Yes, email meNo thanks
10. Email for this follow-up (optional)
Email

Use this template →

Use the builder link to retain logic, piping, consent, scoring, and randomization. Plain text copies wording only; piped answers become editable placeholders.

How to read the results

Compare effort, clarity, and resolution by service channel. When a problem appears repeatedly, identify which step in the service process needs attention.

Preview your edited survey on desktop and mobile, run a small pilot, and review an export before inviting the full audience. Adding questions is optional: keep the ones that support your decision.