After-Sales Service Satisfaction Survey Template

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Please design an after-sales service satisfaction survey targeting customers who have used after-sales customer service (phone/online/on-site) within the last 30 days. Dimensions cover response speed, problem resolution, service attitude, follow-up mechanism, and overall after-sales experience, with 8 questions in total. Question types: 2 single-choice questions (e.g., channel usage), 4 five-point scale questions (from very dissatisfied to very satisfied, measuring speed, resolution, attitude, and follow-up timeliness), 1 NPS (0-10 recommendation likelihood), and 1 open-ended suggestion question. Sample questions need to be specific, such as 'Satisfaction with the time of first response from customer service.' Recommended sample size is at least 200, with a response rate >30%, and reliability should be tested (Cronbach's α > 0.7).

Enthaltene repräsentative Fragen

1. 1Einfachauswahl

   Through which channel did you contact after-sales service?

   Phone customer serviceOnline chatEmail/form submissionPhysical storeOther
2. 2Skalenfrage

   How satisfied were you with the waiting time for the customer service representative's first response to your request?

   Very dissatisfiedDissatisfiedNeutralSatisfiedVery satisfied
3. 3Skalenfrage

   Did the customer service representative resolve your issue in a single interaction?

   Not resolved at allResolved a small partPartially resolvedMostly resolvedFully resolved
4. 4Skalenfrage

   During the service, did the representative's attitude (politeness, patience, respect) meet your expectations?

   Far below expectationsBelow expectationsNeutralMeets expectationsExceeds expectations
5. 5Skalenfrage

   After your issue was resolved, did the customer service representative follow up within the agreed time to confirm your satisfaction?

   No follow-up at allSeldomSometimesMost of the timeAlways timely follow-up
6. 6Skalenfrage

   How satisfied are you with the overall after-sales experience this time?

   Very dissatisfiedDissatisfiedNeutralSatisfiedVery satisfied
7. 7NPS (Net Promoter Score)

   How likely are you to recommend our after-sales service to friends or colleagues?

   0 (Not at all likely)1-34-67-89-10 (Extremely likely)
8. 8Offene Frage

   What specific suggestions or pain points do you have regarding our after-sales service?