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Customer service survey for after a ticket, repair or visit

Ten customer service survey questions about one solved request. Some teams call it a post-service survey.

  • 10questions
  • About 2 minto complete
Use this template Take the survey first
Customer Service Survey · answer to move through it
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Question 1 of 10 Resolution
Is the issue you contacted us about now resolved?
Yes, completely
Partly
No
I did not contact you about an issue
Question 2 of 10 The occasion
Overall, how satisfied are you with the help you were given this time?
1
2
3
4
5
Very dissatisfiedVery satisfied
Question 3 of 10 Ease
How easy was it to get help with this problem?
1
2
3
4
5
Very difficultVery easy
Question 4 of 10 Ease
How many times did you have to contact us about this?
Once
Twice
Three or more
Question 5 of 10 Friction
Which of these things happened, if any?
I was passed to someone else
I had to repeat information
I had to switch from one channel to another
I waited longer than I expected
The next step was unclear
None of these
Question 6 of 10 Channel
How did you get in touch with us this time?
Phone
Email
Chat or messaging
In person
Online form or portal
Other
Question 7 of 10 The person
The person who helped me understood the problem.
1
2
3
4
5
Strongly disagreeStrongly agree
Question 8 of 10 Your words
What would have made this easier for you?
Question 9 of 10 Your choice
If we may get in touch about this, where can we reach you? Leave it blank to stay anonymous if you prefer.
Question 10 of 10 The person
How would you rate the person who helped you this time?
1
2
3
4
5
PoorExcellent

The 10 customer service survey questions

A customer service survey asks one customer about one help request just after it ends: whether the problem was fixed, how easy it was to get help, and how well the person who helped understood it. These ten take about two minutes, and you can create a free survey from them in one click.

Plain text, one question per line, with the answer scale.

Was it fixed, and how did it feel

Resolution first, then the two overall ratings, before any detail question can sway them.

  1. Is the issue you contacted us about now resolved?Choose one of fourMultiple choice opens it: 86.0% of people who reach one answer it.[1]
  2. Overall, how satisfied are you with the help you were given this time?5-point, very dissatisfied to very satisfied
  3. How easy was it to get help with this problem?5-point, very difficult to very easyThe effort question. 5 means very easy; never flip it.

What got in the way

Repeat contacts, the frictions behind them, and the channel they came through.

  1. How many times did you have to contact us about this?Once / Twice / Three or more
  2. Which of these things happened, if any?Tick all that apply, six optionsCount the ticks per item; the top one is your first fix.
  3. How did you get in touch with us this time?Phone, email, chat, in person, online form or portal, other

The person, and their own words

Understanding over courtesy, one open answer, an optional way back, and the closing rating.

  1. The person who helped me understood the problem.5-point agree
  2. What would have made this easier for you?Open text, optional
  3. If we may get in touch about this, where can we reach you? Leave it blank to stay anonymous if you prefer.Short text, optionalLeave it blank and the response stays anonymous.
  4. How would you rate the person who helped you this time?5-point, poor to excellent

Swap in: a site visit or a delivery

Use these in place of question 6 when someone came to the home or site, or something was delivered or installed.

  1. Did the technician arrive within the window you were given?Yes / No / No window was given
  2. Was the whole job finished on this visit?Yes / Another visit is booked / No, and nothing is arranged
  3. Did it arrive on the day you were told it would?Yes / No / No day was given
  4. Was it working before the person left?Yes / No

Send it the day it is solved, then read question 1

Send it on the day the request is marked solved, at most once per person per week however many tickets they open. After a site visit or a repair, text it within a few hours. No name is asked unless they leave one in question 9.

Read question 1 first. Every "no" or "partly" with a way to reach them goes to a named person for a call back within one working day, the promise the thank-you screen makes. Then sort the question 5 ticks.

For a chat or a phone call, the post-chat survey questions are worded for that channel. A parcel with nothing to put right fits the delivery survey questions. A car bought rather than serviced fits the car dealership survey.

A single small shape enters on the left, passes through three linked stages that lighten from left to right, and leaves on the right as one tick inside a circle
One request, start to finish. The survey asks about this path and nothing else.

Customer service survey FAQ

What is a post-service survey?

It is this survey under another name: a few questions sent right after one finished ticket, repair or visit, also called an after-service or post-visit survey. It asks whether the job was done and how easy it was to get help.

How is a customer service survey different from a customer satisfaction survey?

A customer service survey rates one help request: was it fixed, and how hard was it to get there. A customer satisfaction survey rates what you sell as a whole; for that score, use the customer satisfaction survey template.

How many questions should a customer service survey have?

Ten fits one request and takes about two minutes. If you cut, keep question 1, the ease question and the open answer: together they tell you what to fix and who to call back.

How do you score the customer effort question?

Take the share who answered 1 or 2 on question 3, where 5 means very easy: that is your friction rate. Use the average as the trend line, and compare each week with the four weeks before it.

Related satisfaction survey templates

More satisfaction survey templates, for a stay, a parcel, a contract or a whole relationship.

SatisfactionCustomer Satisfaction SurveyThe general satisfaction read: one score, its drivers, and a worked scoring example.12 questions, 3 min SatisfactionCustomer Feedback SurveyWhen you want the reasons in the customer's own words, not a score.12 questions, 4 min SatisfactionPost-Chat and Post-Call SurveyWhen the request was a phone call or a chat, and the queue and the agent are what you report by.10 questions, 3 min SatisfactionGuest Satisfaction SurveyAfter one hosted visit: a hotel stay, a table, a treatment, a rental or an event.12 questions, 3 min SatisfactionNPS SurveyWhen you want one comparable advocacy number and the reason behind it.10 questions, 3 min

Michael Hodge, survey methodology · Updated 26 September 2026 · How templates are reviewed

Sources (1)
  1. SuperSurvey Response Benchmark, 16 September 2023 to 25 August 2026: 25,112 analysed surveys with 998,864 completed responses, out of 2,274,520 responses platform-wide. Method note.

Ready for the next solved ticket

Ten questions, about two minutes, one 5-point scale throughout. Open it in the editor and it is ready to go out.

Use this template