Customer Service Survey Questions

Good customer service survey questions are short, specific, and tied to the interaction you’re measuring. Use a satisfaction rating (CSAT), a resolution check (“Was your issue fully resolved?”), and an effort question (“How easy was it to get help?”). Add one optional open-ended prompt for details. This mix balances quick scoring with actionable context.

Keep customer service survey questions to 3–5 for higher completion, especially right after a support interaction. Start with one rating question (CSAT), one outcome question (resolved or not), and one effort question (CES). If you need more detail, add a single optional comment box. Longer surveys tend to increase drop-offs and reduce response quality.

With customer service survey questions, CSAT measures satisfaction with a specific interaction, CES measures how easy it was, and NPS measures loyalty and likelihood to recommend. Use CSAT for channel or agent performance, CES to find friction in processes, and NPS for broader relationship health. Many teams pair CSAT or NPS with an open-ended “why” for clarity

A strong open-ended option in customer service survey questions invites specifics without steering the respondent. Examples include “What was the main reason for your score?” or “What could we have done better today?” Place it at the end and make it optional. Open text responses reveal root causes like confusing steps, missing information, or tone issues that scores alone can’t show.

Avoid leading customer service survey questions that push a positive answer, such as “How great was our support?” or “You got everything you needed, right?” Use neutral wording (“How would you rate…?”) and balanced scales. Also avoid double-barreled questions like “Was the agent fast and friendly?” because they mix two topics and muddy the feedback.