ISP Service Evaluation Survey Template

Customer service is generally a very sensitive issue with respect to an Internet Service Provider (ISP). There are a significant number of cases where customers switch ISPs frequently due to dissatisfaction and the general mediocrity in the ISP business. Consumers can get in touch with an ISP anytime - anywhere, due to which customer satisfaction becomes easily controllable for ISPs around the globe. Real-time and efficient customer service along with best-in-class technical support are two factors which control customer satisfaction.
It has been proven over the last decade that those ISPs who prioritize customer service definitely have an edge over the others in the market. It is advisable to send across this survey template to all your customers to know them better so that you can serve them better and retain them in this ever-growing and overcrowded ISP market. This questionnaire offers questions to obtain insights into ISP connection quality, installation process, the operating system used to contact customer service, customer service rating etc.

Thank you for contacting our help desk. Please help us better serve you by completing the following questionnaire:
Overall, how do you feel about your experience with [ISP] as your Internet service provider?
How do you rate your [ISP] connection (including reliability, speed, busy-signals, disconnects, etc.)?
How would you rate [ISP] software for ease of installation and use?
For which operating system did you place your call to support?
In speaking with your support representative, how would you rate the following?
Interest in solving your problem
When solving your problem, how would you rate the information provided?
Understanding of the problem
Was your problem solved on this call?
If your answer to the previous question was no, why?
If you needed to contact [ISP] 's technical support again and were given the option to speak with this particular representative, would you?
If no, why not?
Comparing [ISP's] technical support to that provided by other companies, would you say that, overall, [ISP's] technical support is
Thank you for helping us improve our service to you. If you require further assistance, please send a separate e-mail to This will ensure a timely response. We can also be reached at 1-800-XXX-XXXX.

Why conduct an ISP Service Evaluation Survey?

In a market as volatile as the ISP market, you must consider the importance of customer satisfaction and loyalty. With more than 50 ISPs catering to residential locations as well as businesses, customers have a lot of options to choose from and this makes it harder for each one of these ISPs to survive in this market. Customers choose those brands who value their time and money and put in efforts to make sure customer complaints are resolved in time.

  • An ISP service evaluation survey is the most effective medium for customers to vent out their dissatisfaction levels and also suggest areas for improvement. Building an intangible relationship with customers is what is needed for an ISP to succeed.
  • Customers can share their feelings about their experience with your company as an ISP, provide inputs about ease of installation and use and also rate the connection quality. For you to be able to provide best-in-class ISP services, you need to analyze responses received for all these aspects.
  • The foundation of a good ISP is flawless customer service and for it to be flawless, you need to ask the right questions about the executives to the customers. This survey template has a separate section for customer care executive ratings which include factors such as friendliness, professionalism, problem-solving skills, mode of problem-solving etc. Answers to these questions can be used to improve the service offered by your customer service team.
  • As discussed earlier, it is necessary for each and every ISP to provide something that the others in the market are not able to provide. Inputs about services offered by competitors can also be analyzed by sending out this questionnaire.

Best Uses of ISP Service Evaluation Survey

  • Build a sustainable relationship with customers over a course of time by including questions about their complaints and also customer services.
  • Analyze competitor services to improve your services based on those inputs.
  • Ask 15+ questions to solve those factors which are consistently proving to be a bottleneck for your customer service.

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