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Customer Service Feedback Form Template

Get feedback from customers about the Customer Service and Support team to track the performance of your Customer Service Team and Agents.

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Zonka Feedback's Customer Service Survey Template helps you capture the customer feedback with customer service experiences. Measure agent satisfaction, ticket feedback, and quality of helpdesk support to enhance service quality and improve customer loyalty.


Questions in this Customer Service Feedback Template

The following questions are included in this Customer Service Feedback Form Template.

  1. 1. How would you rate the quality of your customer service experience today? 
    • Very Negative
    • Somewhat Negative
    • Neutral
    • Somewhat Positive
    • Very Positive
  2. 2. How well did we understand your questions and concerns? 
    • Not At All Well
    • Not So Well
    • Somewhat Well
    • Very Well
    • Extremely Well
  3. 3. How prompt were we at addressing your questions and concerns? 
    • Not At All Prompt
    • Not That Prompt
    • Somewhat Prompt
    • Moderately Prompt
    • Extremely Prompt
  4. 4. How likely are you to recommend us to a friend or colleague? 
    • 0 (Not at all likely)
    • 1
    • 2
    • 3
    • 4
    • 5
    • 6
    • 7
    • 8
    • 9
    • 10 (Very Likely)
  5. 5. Please mention comments, concerns, and questions if any.

To ensure response accuracy and leverage partial responses, you can choose to keep your primary question as the CES question -

To what extent do you agree or disagree with the following statement? The company made it easy for me to handle my issues/concerns.

This question can be followed by an open-ended comment box to elaborate on any concerns the customer might have.

How to Use Zonka Feedback's Customer Service Survey Template

Here are few simple steps to quickly get started with Zonka Feedback's free Customer Service form template:

  1. Click on 'Edit this Template': Locate the 'Edit this Template' option at the top of the page. Click on it to dive into customizing the delivery feedback and satisfaction survey template.
  2. Customize the Template: In editing mode, tailor the template to your business. Add specific questions related to your customer service, add your branding elements, white-label surveys, add logos, custom url, access and adjust the design to align with your unique needs.
  3. Preview the Survey: Before finalizing the survey, take a moment to preview it. Ensure that all elements look good and function as expected.
  4. Save the Survey: After previewing and making necessary adjustments, save your customized delivery satisfaction survey.
  5. Prepare for Distribution: Gear up for distribution by identifying the most effective channels. Whether through email, social media, or your website, choose platforms that resonate with your audience.

When it comes to sharing Customer Service Surveys, the key is to be prompt. Here’s a channel-wise example of how you can use different channels to collect customer feedback.

1. Website

  • Ecommerce: After resolving a product issue via live chat, trigger a pop-up survey or embed survey asking about chat agent helpfulness and ease of resolution.
  • Saas Platforms: After completing a support ticket, you can send an email in-signature survey, in-chat survey or a pop-up survey to gauge overall satisfaction with the ticket handling process.

2. Offline

  • Retail: Include survey kiosk at the check-in/check-out counter, directing customers to survey after interacting with in-store customer service.
  • Restaurants: Place coasters or survey kiosks, prompting customers to rate their dine-in service experience offline.

3. Email

  • Financial Services: After resolving a loan application glitch, send an email with button-choice questions on agent professionalism, information clarity, and resolution speed.
  • Travel Agencies: Following a cancelled flight issue, use email in-signature or email embed survey to measure customer satisfaction with communication, alternative booking options, and overall support experience.

4. SMS

  • Mobile Apps: After resolving a bug report within the app, send an SMS with emoji reactions for users to quickly rate the helpfulness of app support and overall satisfaction.
  • Delivery Services: As soon as a customer receives their package, send an SMS with thumbs up/down question to measure satisfaction with delivery and customer service interaction (if any).

5. In-Product/App

  • Application: After resolving a technical issue within the app, integrate a brief in-app survey like pop-up surveu, to measure player satisfaction with support team responsiveness and issue resolution.
  • Streaming Services: Within the app, trigger a post-support interaction survey for technical problems, focusing on wait times, agent knowledge, and resolution effectiveness.

6. Integration

  • CRM Platforms: Seamlessly integrate the surveys with your CRM like Pipedrive, Salesforce, HubSpot, etc., to automatically send surveys based on ticket closure or customer support interactions.
  • Helpdesk Software: Link the template to your helpdesk including Zendesk, Freshdesk, Intercom, etc., for triggered surveys after resolving specific issue types or receiving negative feedback.
  • Marketing Automation Tools: Segment customers based on survey responses and tailor future communications by creating automated workflows to address specific concerns or track agents who consistently receive positive feedback.

Key Features of Customer Service Satisfaction Survey template

Zonka Feedback offers a comprehensive suite of features to streamline the collection and interpretation of customer feedback related to your delivery service by building surveys:

  1. Customizable surveys: Leverage extensive customization options for creating surveys that align with your brand identity. Access white-labeling by creating custom url, ading logos, changing background, customizing question types, and create dynamic surveys with answer pipping, survey logic and pre-fill data.
  2. Multi-Lingual Surveys: Engage customers through multilingual forms by making your surveys speak your customers’ language. Once collected, easily decipher the data in an advance dashboard with real-time analytics.
  3. Agent Feedback: To ensure optimum customer service, the platform allows you to track agent feedback over time so that you can find out loop holes in your customer service. Also, you can track the performance of best agents over time to reward them.
  4. Reporting and Analytics: Gain immediate insights and analytics by collecting and assessing customer feedback in real-time. Segment data based on various parameters for a deeper understanding of customer demographics or behavior patterns. Access Zonka Feedback’s advanced response inbox to monitor customer feedback and track trends over time with actionable insights.
  5. Integrations and Automation: Create workflows using smooth integrations with your favourite tools including Zapier, HubSpot, Pipedrive, Salesforce, Freshdesk, Intercom, etc. Set up alerts for negative feedback and triggers for real-time feedback collection at multiple touchpoints in the customer service journey to close the feedback loop.

Ways to Collect Agent Feedback Effectively

Effectively collecting agent feedback using service satisfaction survey template requires utilizing channels that resonate with your customers. Here are some strategies to seamlessly integrate feedback collection into their experience to retain customers for longer:

  1. In-signature or Email Embedding: Leverage the power of email by including survey links or embedding in-signature surveys. This approach allows customers to provide feedback through email surveys, making it a convenient and familiar medium.
  2. Live Chat Integration: For real-time insights, prompt customers to complete surveys after live chat sessions. Capturing feedback when the experience is fresh in their minds enhances the accuracy and relevance of the responses.
  3. In-app/In-product Surveys: If you have a mobile app or software, integrate in-product surveys within the interface. This ensures that customers can effortlessly provide feedback without navigating away from the application.
  4. Website Widgets and Forms: Strategically place popup surveys on your website or include feedback forms on support pages. This immediate post-interaction feedback mechanism offers a valuable perspective on the customer service experience.
  5. SMS or Text Surveys: For customers preferring text-based communication, sending surveys via SMS is an effective option. This approach accommodates mobile users, offering convenience and accessibility.
    By employing these channels thoughtfully for your online survey, you can gather a wealth of feedback that provides insights into your customer service team's performance and understand customer satisfaction. This valuable information becomes a catalyst for refining processes, elevating customer satisfaction, and fostering overall business growth. Remember, a well-structured feedback system is the gateway to a continuously identify customer pain points and improving customer experience.

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