15 Service Quality Survey Questions + Sample Questionnaire Template

Precisely drafted service quality survey questions help collect feedback and insights that help in making important business decisions to improve service quality. This sample questionnaire comprises of comprehensive, expert-designed questions targeted to measure service quality and evaluate customer service experience. It includes the executive's expertise in understanding the problem, identifying causes, and resolving concerns on time. Use this survey template and start evaluating and taking measures to improve service quality based on real customer feedback. According to Customer Thermometer, 96% of consumers say customer service is an important factor to choose a brand.

Considering your complete experience with our association and the activities conducted, how likely would you be to recommend us to a friend or a colleague?
Very Unlikely
Very Likely
How satisfied were you with the service quality on the basis of the below parameters?
Very Unsatisfied
Very Satisfied
Quality of Service
Process of getting problem resolved
Quality of customer service representative
Time taken by customer service representative to solve my issue
Knowledge of customer service representative
Wait time for my question to be answered
Overall satisfaction with
Please describe if there was any particular aspect of the service experience that was unique
The customer service representative was courteous.
Which of the following qualities of the service representative stood out (as being superior)?
What qualities of the customer service representative that you did not like?
What would best describe your experience with the customer service representative?
The customer service:
Over the next 12 months, how likely are you to replace your [PRODUCT] with another [PRODUCT OR BRAND]?
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.

If you have any comments or concerns about this survey please Contact: -

Company Name

Address 1

Address 2

City, State, ZipCode

Top 3 reasons to use this service quality survey template

1. Measure the net promoter score of your service: It measures the net promoter score by calculating the difference between the percentage of guests who promote the service and the guest who demote it.

2. Evaluate the quality of service: This survey template helps the company to collect customer feedback on customer representative, service quality, process, and knowledge.

3. Evaluate the service staff's performance and interactions: It evaluates the representative expertise in understanding the customer's problem, identifying the reason, and resolve it within a particular timeframe.

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18 questions

The customer service survey questions template consists of multiple questions that evaluate the level of service that a customer received while interacting with a brand. This survey template was created by industry experts who understand the importance and value that collecting feedback contains and the customer service team is one of the most important factors as of which feedback is to be collected. It is known that it is much more expensive to acquire a customer rather than retain a customer and hence customer feedback is very important. Conducting a customer service survey provides in-depth feedback about customers and their perception of the brand as well as map out areas of the business that need fortifying upon and alternatively also where work is required.