Web Customer Service Evaluation Survey Template

Maintaining online presence requires a remarkable amount of effort to keep website visitors satisfied and customer service is an integral factor that contributes extensively towards customer satisfaction and loyalty. With the progress made in the technological mediums, customers expect real-time solutions to all the small and large problems they face with your products and services. Your company website is the first medium they approach to obtain a solution to their complaints. There is a constant increase in online sales which is an indication that there will be a need for consistent web customer service. With this sample survey template, you can gain insights about how to improve web customer service, understand customer experiences and make enhancements on the basis of the observations. This survey example can be customized according to the detail of information you require from your customers about the offered services.

How did you contact customer service?
If you called on the phone, how quickly did you get through?
If you contacted customer service by fax or email, how long did it take to get a response?
What was your reason for contacting customer service?
Overall how satisfied are you with our customer service representative?
Do you have comments or suggestions that would help us improve our customer service?

Why conduct a Web Customer Service Evaluation Survey?

  • Your website should have all the information about your products/services that a customer would expect from it including round the clock customer service. Ease of contacting customer service, the speed of customer service, satisfaction levels with customer service etc. can be understood by sending out this questionnaire.
  • For example, it has been half a year since you’ve evaluated your customer service team. Send out this survey which includes questions such as: “Overall how satisfied are you with our customer service representative?”, “What was your reason for contacting customer service?”, “If you contacted customer service by fax or email, how long did it take to get a response?” - to understand how well did your customer service executives perform and develop new strategies according to the observed scope of improvement.

Best Uses of a Web Customer Service Evaluation Survey

  • Evaluate customer service team by identifying their service providing speed and customer satisfaction levels.
  • By asking about their reason for contacting customer service team, you can understand which aspects of your product/service need to improve.
  • Analyze the number of customers reporting similar reasons for contacting customer service team so that you can generalize the problem to bring a long-term solution and significantly reduce customer complaints with a particular product or service.
  • Keep a track of the comments customers provide about customer service and consistently implement these suggestions to improve customer satisfaction and loyalty.

Website Surveys

Evaluation of Potential for E-Commerce Services Survey

17 questions

E-commerce has evolved to be one of the most preferred mediums for shopping. An evaluation of potential for e-commerce services can be done using a survey template about the e-commerce website and the services offered. This sample survey can also help you with competitor analysis of the quality of the website, reason for visiting the website, ease of navigation, any problems in downloading files on the website etc. By customizing this survey example, you can get customer ratings for website attractiveness, efforts put by them to find your website, website content and visual appearance, challenges for operating the website are integral to make improvements on the website. It contains questions which can be instrumental in deciding points of website enhancements.

Website Surveys

Digital Marketing Activities Survey Template

18 questions

An organization’s website plays an integral role in all the digital marketing activities. This survey template offers questions that can help you in acknowledging the need for a website to purchasing a domain name to developing web hosting services, this sample survey questionnaire contains questions to collect answer from respondents about these aspects. As technology progresses, digital marketing activities have gained momentum and are largely responsible for driving small and large scale businesses. All the key stakeholders of an organization are now interested in designing effective digital marketing strategies because an appropriately designed digital marketing strategy can not only improve your website signups but also lead to a boost in sales. After getting inputs for these sample questions about the role of respondent in website services of their company, questions about company budget for web-related activities, information about website domain and online purchase of website services can be asked.

Website Surveys

Website Visitor Profile Survey Template

10 questions

Every website visitor is important for the business. Satisfying each of these visitors should be the primary goal of an organization. This survey template offers customizable questions that can be helpful in obtaining insights about the use of website, current hardware and software specifications, visitor demographic information and other details regarding the website visitor.

A website visitor profile survey gives you a superior comprehension of who visits your website, how they got there, how often do they visit and how they consume information on your website. Embedding a QuestionPro survey into your website can provide in-depth analytics and insights into visitor behavior and help to accumulate visitor ethnographic information that you can use to appraise your website's design and function.

A profiling survey is used to accumulate key demographic information of your customers. These surveys are used to upgrade your customer’s experience by giving them a bird's-eye view of an upcoming opinion poll. This also monitors that once you have collected information, those profiles don’t get asked repeated questions or request for repeated information so that the respondent isn’t irritated or put off to repeat your website again. Profiling surveys also assist you prudently target the right surveys to the right crowd.

This sample questionnaire also includes questions to gain information about the frequency of customer visits on the website, whether they are first-time visitors and reason for visiting the website.