Customer Service Survey Template
A customer service survey template — measure resolution, effort, and agent helpfulness after every support interaction.
What is a customer service survey?
A customer service survey measures how a support interaction actually felt: did we resolve the issue, how much effort did it take, and how satisfied is the customer now? Sent right after a ticket closes, it pairs a resolution check with a short effort and satisfaction scale so you can spot the interactions that frustrate people before they churn.
This customer service survey template gives you the post-interaction questions, the scales, and the ordering so you can wire it into your help desk in minutes.
Get the template
Pick your tool — both files contain the same questions, pre-built and ready to send.
Download the CSV, then in Google Sheets choose File → Import → Upload.
Download the Markdown file, then in Notion choose Import → Markdown.
The questions
Lead with the resolution check, then measure effort and satisfaction on a 1–5 scale (1 = very difficult / very unsatisfied, 5 = very easy / very satisfied). Close with an open-text prompt so agents learn exactly what to fix.
| # | Question | Response scale |
|---|---|---|
| 1 | Was your issue fully resolved? | Yes / No / Partially |
| 2 | How easy was it to get the help you needed? | 1–5 (1 = very difficult, 5 = very easy) |
| 3 | How satisfied are you with the support you received? | 1–5 (1 = very unsatisfied, 5 = very satisfied) |
| 4 | How could we improve our support? | Open text |
How to use it
- Send it on ticket close, while the interaction is still fresh.
- Ask about resolution first — an unresolved issue colors every other answer.
- Track effort and satisfaction separately — a resolved-but-hard interaction still hurts loyalty.
- Route low scores to a follow-up so a bad experience gets a second chance.
How to read the results
Start with the tickets marked No or Partially on question 1. They are the customers most at risk, and their effort and satisfaction scores explain why. Then compare effort with satisfaction: a resolved ticket with a low ease score is a loyalty risk even when the customer says they are satisfied, because they will remember how hard it was the next time something breaks. Finally, read the open-text answers and group them by theme, such as wait time, transfers between agents or unclear instructions, so each fix addresses a pattern rather than a single complaint.
Related
- How to write a UX survey: the step-by-step method for drafting, testing and sending any survey.
- CSAT Survey Template: a satisfaction survey for moments beyond support.
- Survey Question Bank: more questions to adapt for your help desk.