After-Sales Service Satisfaction Survey Template

Thị trường & khách hàngKhảo sát

After-Sales Service Satisfaction Survey Template

Applicable to after-sales customer service scenarios across industries, covering response speed, problem resolution, service attitude, follow-up, and overall experience.

Tạo Prompt

Gửi đoạn mô tả dưới đây cho AI của Wệjot, bạn sẽ nhận được bản nháp có thể chỉnh sửa của khảo sát này.

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).

Câu hỏi tiêu biểu đi kèm

  1. 1Câu hỏi trắc nghiệm

    Through which channel did you contact after-sales service?

    Phone customer serviceOnline chatEmail/form submissionPhysical storeOther
  2. 2Câu hỏi thang đo

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

    Very dissatisfiedDissatisfiedNeutralSatisfiedVery satisfied
  3. 3Câu hỏi thang đo

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

    Not resolved at allResolved a small partPartially resolvedMostly resolvedFully resolved
  4. 4Câu hỏi thang đo

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

    Far below expectationsBelow expectationsNeutralMeets expectationsExceeds expectations
  5. 5Câu hỏi thang đo

    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. 6Câu hỏi thang đo

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

    Very dissatisfiedDissatisfiedNeutralSatisfiedVery satisfied
  7. 7NPS (Chỉ số giới thiệu)

    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. 8Câu hỏi mở

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

Mẫu liên quan

Có thể cũng phù hợp với mục tiêu nghiên cứu của bạn

Quay lại thư viện mẫu
Khảo sát

Advertising Memorability and Effectiveness Survey Template

Designed to evaluate advertising memorability and communication effectiveness, covering dimensions such as exposure channels, brand/key message recall, creative appeal, purchase drivers, and fatigue from repeated exposure.

khoảng 4 phútTạo khảo sát bằng AI
Khảo sát

After-Sales Parts and Maintenance Satisfaction Survey Template

Applicable to equipment/automotive after-sales scenarios, covering 5 key dimensions: parts supply timeliness, price transparency, maintenance quality, appointment and waiting, and warranty policy execution.

khoảng 5 phútTạo khảo sát bằng AI
Khảo sát

B2B Key Account Satisfaction Survey Template

Designed for annual or quarterly key account reviews in B2B enterprises, covering six critical dimensions: delivery, customization, service, executive engagement, commercial terms, and renewal/referral.

khoảng 5 phútTạo khảo sát bằng AI