When you’re designing your customer service feedback survey, you’ll need to understand the customer’s experience and identify areas for improvement. Your questions should cover areas such as overall customer satisfaction (CSAT), agent performance and how customers feel about the time to resolution. It’s also important to include open-ended questions to dig deeper into opportunities such as service gaps or product feedback. SurveyMonkey makes analysing comments easy with features like response tagging and Sentiment Analysis.  

Not sure where to start? Try an expert-designed CX template or use Build with AI to create a custom survey in under a minute. For even more inspiration, check out our example customer service survey questions.

Once you’ve developed your survey questions and started collecting responses, it’s time to analyse your data and develop a plan for acting on the insights. With SurveyMonkey, you can easily create custom dashboards to track metrics over time. You can even integrate survey feedback into BI platforms such as Power BI or Tableau to compare operational metrics – like first contact resolution – with CX metrics. 

Looking for an extra set of hands to accelerate your strategy? Our professional services team is here to help with everything from survey design to analysis and reporting.

When evaluating customer service feedback survey software, look for platforms that are intuitive to use and deliver powerful capabilities to create, send and analyse your data. Popular features for next-level customer service feedback programmes include real-time alerts and collaboration settings to work smarter as a team.