Telephone Customer Service Survey

					Telephone Customer Service
Survey
This Telephone Customer Service Survey can be given to customers to assess the
quality of customer service over the telephone a company provides. Specifically, this
survey deals with custom service representatives that have helped customers over the
phone, but could apply to different situations as well. In addition, this survey assesses
the customer service representative’s helpfulness, knowledge, eagerness, clarity, and
more. This survey is ideal for small businesses or other entities that want to assess the
customer service provided over the phone.
                                Telephone Customer Service Survey

We at _____________________ [Instructions: Insert the Company’s name] (“Company”)
want to take this opportunity to thank you for giving us the opportunity to serve you. Please help
us serve you better by taking a few minutes to tell us about the service that you have received
thus far. We appreciate your business and want to make sure we meet your expectations. Should
you have any questions or comments with regards to the contents of this survey, please comment
accordingly in the comments section included at the end of the survey.

1.      In thinking about your most recent experience with Company, how would you rate the
overall quality of customer service received?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good      Great    Excellent
Applicable                                 Average


2.      How would you rate the duration of your wait on hold before speaking with our customer
service representative?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Extremely            Long             Average      Fairly   Short       No wait
Applicable               Long                                              Short


3.     How would you rate the customer service representative’s understanding of what you
were saying?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good      Great    Excellent
Applicable                                 Average


4.       How would you rate the customer service representative’s eagerness to speak with you?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                    Not Eager            Below            Moderate      Eager    Very    Extremely
Applicable                                 Average                                  Eager   Eager


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5.     How would you rate the customer service representative’s helpfulness in answering your
question?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


6.       How would you rate the customer service representative’s knowledge?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


7.       Overall, how would you rate the products and/or services you bought from Company?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


8.   How would you rate the convenience of the products and/or services you bought from
Company?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


9.   How would you rate the quality of the products and/or services you bought from
Company?
          ______________________________________________________________
N/A       0     1      2     3       4     5      6      7      8      9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average



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10.      How would you rate the price of the products and/or services you bought from Company?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


11.  How would you rate the usefulness of the products and/or services you bought from
Company?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


12.   How would you rate the features and benefits of the products and/or services you bought
from Company?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


13.      Overall, how would you rate our Company?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


14.      How would you rate our Company’s professionalism?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average




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15.      How would you rate our Company’s ability to understand your needs?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


16.      How would you rate our Company’s responsiveness to your questions and concerns?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Terrible           Below              Okay        Good   Great   Excellent
Applicable                                 Average


17.      What is the likelihood that you would recommend our Company to a friend or colleague?

                  ______________________________________________________________
N/A               0     1     2     3     4     5     6     7     8     9     10

Not                     Very low            Low              Maybe        Good   High    Very High
Applicable


18.      Comments:

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________




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DOCUMENT INFO
Description: This Telephone Customer Service Survey can be given to customers to assess the quality of customer service over the telephone a company provides. Specifically, this survey deals with custom service representatives that have helped customers over the phone, but could apply to different situations as well. In addition, this survey assesses the customer service representative’s helpfulness, knowledge, eagerness, clarity, and more. This survey is ideal for small businesses or other entities that want to assess the customer service provided over the phone.