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Help Desk Feedback Template

Measure the experience and satisfaction level of your customers while they receive any customer support services from your customer representatives using this comprehensive Help Desk Feedback Survey Template.

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Helpdesk Feedback Surveys are an effective way to allow your customers to share insights about their experiences with your helpdesk team and the overall helpdesk system. Use this Helpdesk Survey Template to collect agent feedback, track the performance of your helpdesk team and service agents, identify areas that need improvement, and make your helpdesk system better and more supportive for the customers.

Questions Included in the Helpdesk Survey Template

The Helpdesk Feedback Template includes the following questions to help you gauge customer experience with your helpdesk system and track agent performance.

  1. 1. How would you rate your experience overall?
  2. 2. How friendly were our staff?
  3. 3. How well did they answer your question or provide help?
  4. 4. How long did it take to serve you?
    • Less than 2 minutes
    • 2-5 minutes
    • 5-10 minutes
    • More than 10 minutes
  5. 5. Do you have any other feedback on your experience?

Crafting effective questions in your help desk feedback survey template is important to understand customers’ experiences with your customer service teams and agents. You can modify, remove or add more questions to this sample helpdesk feedback template as per your convenience and survey requirements.

Effective questions help you collect valuable insights about the customer interactions with your service agents and representatives. Metric survey questions like CES survey questions help you identify how much effort your customers have to put in to get their jobs done and issues resolved.

Here are some more questions that you can consider adding to your survey as per your survey needs.

  1. 1. Do you agree that the customer support team helped you enough to resolve your issues and concerns?
    • Strongly Agree
    • Agree
    • Somewhat Agree
    • Neutral
    • Somewhat Disagree
    • Disagree
    • Strongly Disagree
  1. 2. How would you rate the responsiveness of the helpdesk towards your concern?
    • Very Responsive
    • Responsive
    • Neutral
    • Not Very Responsive
    • Not Responsive at All
  1. 3. How easy was it to reach our helpdesk and customer support team?
    • Very Easy
    • Easy
    • Neutral
    • Difficult
    • Very Difficult
  1. 4. How would you rate the knowledge and expertise of the agent?
    • Very Knowledgeable
    • Knowledgeable
    • Neutral
    • Not Very Knowledgeable
    • Not Knowledgeable at All
  1. 5. Was your issue resolved to your satisfaction?
    • Yes, Completely
    • Yes, Partially
    • No
  1. 6. Based on your recent experience, how likely are you to recommend our services to your friends and colleagues on a scale of 0 to 10?

NPS question with a rating scale of 0-10)

You can customize these questions as per your survey needs, the nature of your helpdesk, the touchpoint at which you want to share this survey and the overall business.

How to Use the Helpdesk Survey Template?

Unlock the full potential of our help desk feedback survey template to gain valuable insights into your support services. Follow these step-by-step instructions to maximize the impact of this template:

  1. Access the Template: Click on the provided link ‘Edit this Template’ to access the Helpdesk Survey Template. This will take you to the editing interface.
  2. Customize the Template: Once in editing mode, tailor the template to your requirements. Add specific questions that address the unique aspects of your helpdesk service. Customize or add the questions as per your survey requirements to ensure that the survey contains questions about the specific aspects or touchpoints regarding which you want to obtain feedback and measure customer experience.
    For instance, if you want to gauge customer experience regarding a particular customer interaction with your helpdesk team, be sure to include this kind of question in your survey - “How satisfied are you with your recent interaction with our helpdesk team?”
  3. Review the Survey: Take a moment to review the customized survey. Check for clarity in questions and ensure the flow aligns with your support process. Make any necessary adjustments to enhance customer understanding and make your survey more engaging and powerful to obtain the right information.
  4. Share the Survey: Finally, share the customer feedback survey with your target audience. Consider the various distribution channels available to send the survey and choose the ones that are most effective for your target audience. Consider these options to share your surveys with the customers:
    • Triggering email surveys or SMS surveys just after a customer interaction with your helpdesk team.
    • Using in-app surveys in case of helpdesk for a SaaS product like a software or app.
    • Use your integrated helpdesk platform to trigger surveys at different touchpoints.

Zonka Feedback’s flexibility allows you to adapt the survey based on the specific nuances of your helpdesk interactions. You can seamlessly add or remove questions to match the evolving needs of your support services. Utilize this survey maker tool to gather actionable feedback and continuously enhance your helpdesk performance.

Key Features of Helpdesk Survey Template

Zonka Feedback is equipped with powerful features that help you collect customer feedback, analyze it easily, and work on it to improve agent performance.

  1. Measure customer experience with helpdesk services via email: With Zonka Feedback, you can embed a help desk feedback survey in your help desk emails as email signature surveys, link metric surveys to support tickets to measure customer satisfaction metrics like NPS and CES, and identify areas of improvement in the customer support or technical support process.
  2. Customize the feedback form as per your needs: Zonka Feedback allows you to choose among 30+ question types including metric questions, add open-ended questions and comment boxes to collect rich survey data, use skip logic and question branching to make your survey dynamic, and use the multilingual surveys feature to survey the customers of different backgrounds and origins.
  3. Analyze agent performance with actionable insights: Monitor agent performance with detailed team-wise performance reports to identify areas of improvement and agents who need further training, and access leaderboards to view individual ratings and performance of the agents.
  4. Track and analyze feedback with real-time reports: Advanced reporting and analytics feature allows you to get actionable reports in real-time like snapshot reports, location insights, team performance reports, trends reports, text analytics reports, and response reports. 
  5. View real-time responses and get response alerts: You can view feedback responses in real-time and add tags, notes, and tasks, to take appropriate action and close the feedback to improve customer experience. Moreover, you can activate real-time alerts and notifications for feedback and negative feedback as per the criteria set by you. This helps to take instant action on feedback and close the feedback loop effectively thereby improving customer experience and satisfaction.

Questions Types to Include in your Helpdesk Feedback Surveys

Diversifying your question types in help desk feedback surveys is key to obtaining comprehensive insights from your customers. Here are various question types to consider integrating:

1. Rating Scale Questions

Effectively evaluate the performance of your help desk by incorporating satisfaction rating scales. You can utilize metric rating questions like CES survey question to measure the customers’ perceived efforts in getting help from your helpdesk team and getting a job done. You can also use CSAT survey question with various types of rating scales like::

Employing clear and consistent rating scales, such as a 1 to 5 or 1 to 10 scale, enables customers to express their satisfaction levels effortlessly.

2. Open-ended Questions

Gain deeper insights into customers' opinions and experiences by asking open-ended questions regarding issue resolution. Encourage respondents to share their thoughts on how well their concerns were addressed and resolved and the reasons behind their feedback ratings.

Analyzing open-ended responses involves identifying recurring themes, categorizing feedback, and extracting valuable insights to enhance your help desk services.

3. Multiple Choice Questions

Encourage effective and swift responses with questions featuring single or multiple response options, simplifying the feedback process for users. Try including questions that offer multiple response choices. Here's an illustration of a subsequent multiple-choice question:

What led to your dissatisfaction with our helpdesk procedures?

  • Inadequate responsiveness from the team
  • Insufficient knowledge and expertise among staff
  • Support staff behavior
  • Difficulty in raising a helpdesk ticket
  • Unsatisfactory resolution provided

With Zonka Feedback, you can use question types like radio buttons and checkboxes (like used in the above example) to create single-choice and multiple-choice questions, respectively.

Make Life Easy with Integrations

Zonka Feedback offers a wide range of native integrations with popular helpdesk and support tools like Zendesk, Freshdesk, and HelpScout. You can use the help desk survey template while using these tools at various touchpoints like when the ticket is raised, just after an interaction, an issue resolution, a ticket closure, a query resolution, a request fulfilled, and more.

Helpdesk Survey Template FAQs

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