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).

Questions représentatives incluses

1. 1Question à choix unique

   Through which channel did you contact after-sales service?

   Phone customer serviceOnline chatEmail/form submissionPhysical storeOther
2. 2Question d'échelle

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

   Very dissatisfiedDissatisfiedNeutralSatisfiedVery satisfied
3. 3Question d'échelle

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

   Not resolved at allResolved a small partPartially resolvedMostly resolvedFully resolved
4. 4Question d'échelle

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

   Far below expectationsBelow expectationsNeutralMeets expectationsExceeds expectations
5. 5Question d'échelle

   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. 6Question d'échelle

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

   Very dissatisfiedDissatisfiedNeutralSatisfiedVery satisfied
7. 7Score net de promoteur (NPS)

   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. 8Question ouverte

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