Customer Service Survey Questions: Best Practices and Examples

Imagine yourself as the CEO of a technology gadget company. You’ve been working hard to make sure your customers are happy. Customer service survey questions are meant to measure your customers satisfaction level.

You’ve devoted resources to training and developing your team and have refined your services to near perfection. Your customers seem happy, but you’re not quite sure if you’re hitting the mark. That’s where customer service survey questions come in.

A customer service survey is like a crystal ball, revealing customers’ unfiltered thoughts and opinions. It also offers invaluable insights into your business’s overall performance and success.

But what good is a crystal ball if you don’t know how to read it?

Don’t worry, dear CEO; I am here to help.

I’ll give you the lowdown on how to and what to ask in customer service survey questions like a pro. You’ll also learn how to use the survey data to take your business to the next level.

Table of Contents:

1. 1. What is a Customer Service Survey Questionnaire?
   2. Best Customer Service Survey Questions to Ask in a Survey
   3. Customer Service Survey Question Types
   4. Importance of Asking the Right Survey Questions
   5. Tips for Writing Customer Service Survey Questions
   6. How to Choose the Right Customer Service Survey Questions?
   7. Crafting a Customer Service Survey Questionnaire
   8. Visualize Customer Service Survey Questions Results
   9. Wrap Up

What is a Customer Service Survey Questionnaire?

Definition: A customer service survey is a questionnaire that asks customers to rate their experience with a business. Think of it as a Yelp review but with fewer food pictures and more multiple-choice questions.

The purpose is to gather feedback to help improve the overall customer experience. It lets you peek into customers’ minds and understand their likes, dislikes, and needs.

One popular metric used for this purpose is the Net Promoter Score (NPS), which measures customer loyalty and satisfaction. Let’s discuss some of the most popular customer service survey questions asked in surveys around the globe.

Best Customer Service Survey Questions to Ask in Your Next Survey

Before going on survey questions, you should know the different types of customer service survey questions people use.

Customer Service Survey Question Types:

The kinds of questions we include in surveys vary based on our products and services. Some common types are:

1. Rating Customer Service Survey Questions
2. Open-Ended Customer Service Survey Questions
3. Multiple Choice Customer Service Survey Questions
4. Likert Scale Customer Service Survey Questions
5. Yes/No Customer Service Survey Questions
6. Net Promoter Score (NPS) Customer Service Survey Questions

Best Rating Scale Customer Service Survey Questions

These questions ask customers to rate their satisfaction or experience using a scale, like giving a score out of 5 or 10.

1. How satisfied are you with the clarity of the information provided?
2. How knowledgeable was our customer service representative in resolving your issue?
3. How likely will you continue using our products or services based on your customer service experience?
4. Please rate the quality of our customer service interaction from 1 (very poor) to 5 (excellent).

Best Open-Ended Customer Service Survey Questions

1. Did our customer service team provide suitable solutions to your problems?
2. Did our customer service representative make you feel valued as a customer?
3. What improvements or changes would you suggest to enhance our customer service experience?
4. Can you describe a specific instance where our customer service exceeded your expectations?

Best Multiple Choice Customer Service Survey Questions

1. Which service feature did you find most beneficial?
2. Which of the following best describes your overall satisfaction with our service?
3. How would you rate the level of solutions provided by our customer service team?
4. Which of the following best describes the clarity of the information provided by our customer service team?

Best Likert Scale Customer Service Survey Questions

1. How satisfied are you with the overall customer service experience you received?
2. Did our customer service team respond to your queries on time?
3. Did our customer service team provide clear instructions or guidance on using our products/services?
4. How would you rate the ease of reaching our customer service team?

Best Yes/No Customer Service Survey Questions

1. Did our customer service representative address your needs effectively?
2. Did our customer service team address your concerns satisfactorily?
3. Did our customer service representative resolve your issue to your satisfaction?
4. Were you provided with timely updates on the progress of your request or issue?

Best Net Promoter Score (NPS) Customer Service Survey Questions

1. How likely are you to recommend our company to others?
2. On a scale of 0-10, how likely are you to recommend our services to friends or colleagues?
3. On a scale of 0 to 10, how satisfied are you with the support you received from our customer service team?
4. How likely are you to use our services again in the future, based on your recent customer service experience?

Why Asking Good Customer Service Survey Questions Matters

Asking the right questions in a survey is like having a good conversation. It helps companies understand what customers think about their service. Imagine if a survey asked, “Did our team help you well?”

That’s a good question, right? Now imagine if it asked, “How much did our team help you on a scale of 1 to 10?” That’s a bit better because it tells more about how helpful your team was.

Another example, is if you’re asked, “How much did you like our service?” it’s a good start. But if they ask, “What part of our service made you happiest?” it helps find what customers love.

Choosing the right questions, including matrix survey questions, makes the survey more helpful and provides better insights on how to improve. So, the questions in a survey matter!

Effective Tips for Writing Customer Service Survey Questions

Writing great survey questions is a bit like making a recipe. While writing survey questions, Start with clear and easy-to-understand questions. Like asking, “How much did you like our service?”

Then, offer choices to get different opinions, You can ask, “Did you like it, kind of liked it, or didn’t like it at all?”

Also, it’s cool to ask questions that get lots of different opinions, like, “What’s the best thing about our service?” or “What could we do better?” These kinds of questions give awesome insights and help improve services.

How to Choose the Right Customer Service Survey Questions?

Picking the right customer service survey questions is like choosing the best toppings for a pizza! You want the ones that get the most information. So, think about what you want to know.

If you want to know if people will tell friends about your service, ask, “Would you recommend us to friends?” And always test your questions first to see if they’re easy to understand.

It’s a bit like being a detective. You need questions that solve the mystery of what customers like or don’t like. So, think about what’s most important to know.

For instance, if it’s crucial to understand if customers will come back, ask, “Would you use our service again?” The right questions reveal the most important answers.

Crafting a Customer Service Survey Questionnaire

With customer service surveys, you get to be the judge, jury, and executioner of your company’s reputation. The task may seem daunting but fear not. You can turn that frown upside down with Google Forms and make survey creation a breeze.

Why Google Forms?

• Google Forms offers a user-friendly platform for creating and sharing online surveys, polls, and forms quickly and easily.
• It offers customization options for branding, design, and logic threading to tailor the survey to participant responses.
• Google Forms offers multiple question types, built-in response validation rules, and real-time analysis of results.

Let’s use an example to learn how to create a survey using Google Forms.

Let’s say you own a pizza shop. You want to use a customer service questionnaire to gather customer feedback. You can create a survey with the following customer service satisfaction survey questions.

• How satisfied are you with the portion size of the pizza?
• How satisfied are you with the value for money of the pizza?
• How satisfied are you with the crust of the pizza?
• How satisfied are you with the delivery time of the pizza?

Then embed the response scale below on each question.

1. Extremely Dissatisfied
2. Dissatisfied
3. Neutral
4. Satisfied
5. Extremely Satisfied

Follow these steps to create a survey using Google Forms.

• Open Google Forms and sign in with your Google account.
• Click the “Blank” button to create a new form.

• Give your form a title and description that reflects your brand or purpose.
• Choose the type of question you want to use, such as multiple-choice, checkbox, or short answer.
• For multiple-choice questions, type your question in the “Untitled Question” section. Then write “Option 1” and choose “Add option” for more options.
• You can customize the look and feel of your survey to match your brand or theme.
• Preview the form before sharing it with your target audience.
• Click the share button to distribute it to your target audience.

• Once you collect enough responses, click the “Link to Sheets” button.

• Download your responses as a .csv file from the dropdown menu.

Visualize Customer Service Survey Questions Results

Are you tired of drowning in a sea of customer service survey data? Do you want to make sense of your customer feedback and take action to improve your services?

Look no further than ChartExpo for Excel.

With ChartExpo, you can create appealing, insightful charts to help you understand your customers better.

Benefits of Using ChartExpo

• ChartExpo simplifies the daunting task of chart creation with its intuitive user interface. It’s like having a personal charting assistant that requires no coding or technical skills.
• ChartExpo provides complete creative freedom. You can customize every aspect of your charts to match your brand’s aesthetic and make them unique.
• ChartExpo is not only a powerful charting tool but also budget-friendly. It has a 7-day free trial and a $10 monthly subscription. It’s the best of both worlds – top-notch features without breaking the bank.

How to Install ChartExpo in Excel?

1. Open your Excel application.
2. Open the worksheet and click the “Insert” menu.
3. You’ll see the “My Apps” option.
4. In the office Add-ins window, click “Store” and search for ChartExpo on my Apps Store.
5. Click the “Add” button to install ChartExpo in your Excel.

ChartExpo charts are available both in Google Sheets and Microsoft Excel. Please use the following CTA’s to install the tool of your choice and create beautiful visualizations in a few clicks in your favorite tool.

Let’s say your customer service survey yields the results table below.

Timestamp	How satisfied are you with the portion size of the pizza?	How satisfied are you with the value for money of the pizza?	How satisfied are you with the crust of the pizza?	How satisfied are you with the delivery time of the pizza?
10-13-2023 17:47:33	Satisfied	Extremely Dissatisfied	Extremely Satisfied	Extremely Satisfied
10-13-2023 17:47:33	Extremely Satisfied	Extremely Dissatisfied	Dissatisfied	Neutral
10-13-2023 17:47:33	Extremely Dissatisfied	Satisfied	Neutral	Satisfied
10-13-2023 17:47:33	Neutral	Neutral	Satisfied	Extremely Dissatisfied
10-13-2023 17:47:33	Neutral	Satisfied	Dissatisfied	Extremely Satisfied
10-13-2023 17:47:33	Satisfied	Neutral	Neutral	Extremely Dissatisfied
10-13-2023 17:47:33	Satisfied	Extremely Satisfied	Extremely Dissatisfied	Dissatisfied
10-13-2023 17:47:33	Extremely Satisfied	Extremely Satisfied	Neutral	Extremely Satisfied
10-13-2023 17:47:33	Neutral	Extremely Dissatisfied	Neutral	Neutral
10-13-2023 17:47:33	Extremely Dissatisfied	Neutral	Extremely Dissatisfied	Extremely Satisfied
10-13-2023 17:47:33	Dissatisfied	Extremely Dissatisfied	Satisfied	Satisfied
10-13-2023 17:47:34	Neutral	Satisfied	Extremely Satisfied	Dissatisfied
10-13-2023 17:47:35	Extremely Dissatisfied	Extremely Satisfied	Dissatisfied	Extremely Dissatisfied
10-13-2023 17:47:36	Extremely Dissatisfied	Neutral	Neutral	Extremely Satisfied
10-13-2023 17:47:37	Satisfied	Dissatisfied	Satisfied	Extremely Dissatisfied
10-13-2023 17:47:38	Extremely Dissatisfied	Extremely Satisfied	Extremely Dissatisfied	Extremely Dissatisfied
10-13-2023 17:47:39	Extremely Satisfied	Extremely Dissatisfied	Extremely Dissatisfied	Neutral
10-13-2023 17:47:40	Neutral	Extremely Dissatisfied	Extremely Dissatisfied	Extremely Dissatisfied
10-13-2023 17:47:41	Extremely Dissatisfied	Dissatisfied	Dissatisfied	Neutral
10-13-2023 17:47:42	Extremely Satisfied	Satisfied	Extremely Dissatisfied	Satisfied

This table contains example data. Expect many responses and questions in real life.

• To get started with ChartExpo, install ChartExpo in Excel.
• Now Click on My Apps from the INSERT menu.

• Choose ChartExpo from My Apps, then click Insert.

• Once it loads, choose the “Likert Scale Chart” from the charts list.

• Click the “Create Chart From Selection” button after selecting the data from the sheet, as shown.

• When you click the “Create Chart From Selection” button, you have to map responses with numbers manually. The Likert scale has this arrangement:
  • Extremely Dissatisfied = 1
  • Dissatisfied = 2
  • Neutral = 3
  • Satisfied = 4
  • Extremely Satisfied = 5

• Once all is set, click the “Create Chart” button.

• ChartExpo will generate the visualization below for you.

• If you want to have the chart’s title, click Edit Chart, as shown in the above image.
• Click the pencil icon next to the Chart Header to change the title.
• It will open the properties dialog. Under the Text section, you can add a heading in Line 1 and enable Show.
• Give the appropriate title of your chart and click the Apply button.

• Let’s say you want to add text responses instead of numbers against every emoji.
• Click the pencil icon next to the respective emoji. Expand the “Label” properties and write the required text. Then click the “Apply All” button.
• Click the “Save Changes” button to persist the changes.

• Your final chart will appear below.

Insights

• 40% of customers are happy with the portion size of the pizza, 35% are dissatisfied, and 25% are neutral.
• Regarding the value for money, 40% are unsatisfied, while 40% are satisfied.
• Regarding the crust, 25% are satisfied, and 50% are dissatisfied.
• Regarding delivery time, 40% are satisfied and 40% are dissatisfied.
• Overall;
  • 37% of respondents are satisfied with the pizza service, with 19% having an amazing experience.
  • 41% are dissatisfied, with 30% having an extremely bad experience.
  • 23% are neutral.

FAQs

What are some customer service survey questions?

1. How satisfied are you with the service you received?
2. Did our team address your needs effectively?
3. How would you rate the professionalism of our staff?
4. Did we resolve your issue to your satisfaction?
5. How likely are you to recommend our company to others?

What types of questions can be included in a customer service survey?

Customer service surveys questions may include various types such as

1. Rating scale questions
2. Open-ended questions
3. Multiple-choice questions
4. Likert scale questions
5. Yes/No questions
6. Net Promoter Score (NPS) questions

Wrap Up

Customer service survey questions play a vital role in understanding customer satisfaction and identifying areas for improvement. They facilitate data-driven decision-making to enhance the customer service experience. Analyzing the results of these surveys is equally crucial to deriving meaningful insights and driving actionable changes.

You can follow a systematic approach to analyze customer service survey question results effectively. First, compile and organize the survey data using spreadsheets or survey analysis tools. This enables easy data manipulation and segmentation.

Next, analyze key metrics such as overall satisfaction ratings, response frequencies, and average scores for each question. This helps identify patterns, trends, and areas of strength or weakness.

You can comprehensively understand customer sentiments and preferences by combining quantitative and qualitative analysis techniques. This, in turn, allows you to prioritize improvements, implement targeted actions, and continuously enhance the customer service experience.

In case you missed it, you can use ChartExpo to create insightful, engaging charts. This will help you make customer service survey question analysis a breeze.