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Post call survey template for a phone call or live chat

Ten questions for the customer you just helped, by phone or live chat. Answer it here first.

  • 10questions
  • About 3 minto answer
  • 4required questions
  • Read-aloudscript included
Use this template Take the survey first
Post Call Survey · answer to move through it
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Question 1 of 10 The outcome
Was the problem you contacted us about resolved?
Yes, completely
Partly
No
Question 2 of 10 Which contact this is about
Was this a phone call or a live chat?
A phone call
A live chat
Neither of those
Question 3 of 10 The contact overall
Overall, how satisfied are you with the way this was handled?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied
Satisfied
Very satisfied
Question 4 of 10 The wait
How satisfied are you with how long you waited before somebody answered?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied
Satisfied
Very satisfied
Question 5 of 10 The person
How satisfied are you with how well the person understood your problem?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied
Satisfied
Very satisfied
Question 6 of 10 The explanation
How satisfied are you with how clearly things were explained to you?
Very dissatisfied
Dissatisfied
Neither satisfied nor dissatisfied
Satisfied
Very satisfied
Question 7 of 10 Effort
How easy or hard was it to get the help you needed?
Very hard
Hard
Neither easy nor hard
Easy
Very easy
Question 8 of 10 Repeat contact
Have you contacted us about this same problem before?
No, this was the first time
Yes, once before
Yes, more than once
Question 9 of 10 Only if you want a reply
If you would like someone to get back to you about this, leave a phone number or an email address.
Question 10 of 10 Your words
In your own words, what happened?

The 10 post call survey questions

A post call survey is a short questionnaire a customer answers right after a support call or a live chat ends. This one asks whether the problem was resolved, how the conversation went and how much effort it took. All ten questions are loaded, so you can make a questionnaire from this template and edit any of them.

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

What happened (2 questions)

Two facts before any opinion.

  1. Was the problem you contacted us about resolved?Choose onePartly and No are your follow-up list.
  2. Was this a phone call or a live chat?Choose oneDelete it when the survey serves one channel only.

How it went (4 questions)

The headline rating, then the wait, the person and the explanation.

  1. Overall, how satisfied are you with the way this was handled?Very dissatisfied to very satisfiedThe headline number for this conversation.
  2. How satisfied are you with how long you waited before somebody answered?Very dissatisfied to very satisfied
  3. How satisfied are you with how well the person understood your problem?Very dissatisfied to very satisfiedOne skill a team lead can coach.
  4. How satisfied are you with how clearly things were explained to you?Very dissatisfied to very satisfiedLow here with a resolved problem points at the script.

Effort and repeat contact (2 questions)

The two answers that explain a low rating.

  1. How easy or hard was it to get the help you needed?Very hard to very easy
  2. Have you contacted us about this same problem before?Choose oneA second contact means the first fix did not hold.

A way to reach them, then their words (2 questions)

Both optional, and the open answer closes the survey.

  1. If you would like someone to get back to you about this, leave a phone number or an email address.Short answer, optional
  2. In your own words, what happened?Open answer, optionalOn a phone script this is the recorded comment.

How to use the after call survey

Ask the customer who was just helped while the conversation is fresh: as the last step of the call, in the chat window before it closes, or with a link sent within the hour. Four questions are required and the rest can be skipped.

Read question 1 first. Everyone who answered Partly or No is a follow-up list, and question 9 says how to reach them. Then report question 3 as the share who chose Satisfied or Very satisfied.

Use question 2 to keep phone and chat results apart. In one study of the same satisfaction questions, 39 percent of customers asked by telephone called themselves extremely satisfied, against 21 percent of those asked on paper.[1]

One written list of survey questions branching at a single junction into three different delivery systems
One question set for the call, the chat window and the link.

Post call survey script: a sample spiel for a call center

The same questions as a spoken spiel, for an agent to read or your phone system to play. The channel question is left out, so it runs to nine.

Read-aloud script, 9 questions

OPENING
Before you go, nine short questions about the call you have just had. It takes about two minutes, and you can hang up at any point. Answers you have already given are kept.

1. Was the problem you called about resolved?
   Press 1 for yes completely, 2 for partly, 3 for no.

2. Overall, how satisfied are you with the way this was handled?
   Press 1 for very dissatisfied, 2 for dissatisfied, 3 for neither satisfied nor dissatisfied, 4 for satisfied, 5 for very satisfied.

3. How satisfied are you with how long you waited before somebody answered? The same five answers, 1 through 5.

4. How satisfied are you with how well the person understood your problem? The same five answers.

5. How satisfied are you with how clearly things were explained to you?
   The same five answers.

6. How easy or hard was it to get the help you needed?
   Press 1 for very hard, through to 5 for very easy.

7. Have you contacted us about this same problem before?
   Press 1 for no, 2 for yes once before, 3 for yes more than once.

8. If you would like someone to get back to you, please say your phone number or your email address after the tone.

9. In your own words, what happened? Please speak after the tone.

CLOSING
Thank you. That is the end of the survey.

Post call and post-chat survey FAQ

What call center survey questions should you ask after a call?

Start with whether the problem was resolved. Then ask about overall satisfaction, the wait, the agent, the explanation and the effort it took. Close with an optional comment. These ten cover all of it in about three minutes.

How many questions should a post-chat survey have?

Inside a chat window, ask four: questions 1, 3, 7 and 10 of this set. They cover the outcome, satisfaction, effort and the customer's own words. Send all ten when the survey goes out as a link after the chat closes.

When should you send an after call survey?

Right away. Offer it as the call ends or send the link within the hour, while the customer remembers what was said. Name the date of the call in the message, so a repeat caller rates the right conversation.

Michael Hodge, survey methodology · Updated 2 October 2026 · How templates are reviewed

Sources (1)
  1. Dillman, D.A., Phelps, G., Tortora, R. and others. Response rate and measurement differences in mixed-mode surveys using mail, telephone, interactive voice response (IVR) and the Internet. Social Science Research 38 (2009) 1-18. DOI 10.1016/j.ssresearch.2008.03.007. bebr.ufl.edu

Ask while the call is still fresh

Ten questions, about three minutes, for a phone call or a live chat.

Use this template