ChecklistGuro Call Center Customer Service Survey Checklist
Ensure every call shines! This Call Center Customer Service Survey Checklist helps you pinpoint areas for improvement, boost agent performance, and create loyal customers. Get actionable feedback and elevate your service today.
This Template was installed 4 times.
Greeting & Introduction
Evaluates the professionalism and clarity of the initial interaction.
Was the agent prompt and ready to assist?
Did the agent greet you politely?
Agent's Name (if known):
Did the agent clearly identify themselves?
Please describe your initial impressions of the call.
Issue Resolution
Assesses the effectiveness and efficiency of problem-solving efforts.
Resolution Time (Minutes)
Resolution Method
Describe the Solution Provided
Was the Issue Fully Resolved?
If not fully resolved, explain why.
Number of Escalations Required
Agent Knowledge & Accuracy
Measures the agent's understanding of products/services and provision of correct information.
Did the agent correctly identify the product/service the customer was inquiring about?
On a scale of 1-5 (1 being inaccurate, 5 being completely accurate), how would you rate the agent's knowledge?
Did the agent provide accurate information regarding pricing?
Please describe any inaccuracies or misleading information provided by the agent.
Did the agent reference relevant policies or procedures correctly?
Communication Skills
Focuses on clarity, empathy, and active listening during the call.
Did the agent listen attentively to your concerns?
How clear was the agent’s language?
Did the agent demonstrate empathy?
Please describe any specific examples of excellent or ineffective communication.
Rate the agent's tone of voice (1-10, 10 being most positive).
Did the agent avoid using jargon or technical terms you didn't understand?
Call Handling Time
Tracks the overall duration of the call and identifies potential areas for optimization.
Total Call Duration (minutes)
Hold Time (minutes)
After Call Work (ACW) Time (minutes)
Timestamp of Call Start
Timestamp of Call End
Average Speed of Answer (ASA) - seconds
Call Closure & Confirmation
Evaluates the completeness and clarity of the call's conclusion and next steps.
Was the resolution confirmed with the customer?
Was a summary of the resolution provided to the customer?
Reference/Case Number (if applicable):
Did the customer express any remaining concerns?
If yes, please describe remaining concerns:
Estimated Time for Next Action (minutes):
Overall Satisfaction
Gauges the customer's overall experience and likelihood to recommend.
Rate your overall satisfaction (1-10, 10 being highly satisfied)
How likely are you to recommend our services?
Was the agent polite and courteous?
Please provide any additional comments or suggestions.
How would you rate the speed of resolution (1-5, 1 being very slow, 5 being very fast)
Post-Call Follow-Up (if applicable)
Assess the effectiveness of any subsequent communication after the initial call.
Was a follow-up action required?
Date of follow-up (if applicable)
Time of follow-up (if applicable)
Method of follow-up?
Details of follow-up communication:
Did the follow-up resolve the customer's issue?
Customer Satisfaction Score (1-5) after follow-up:
Frequently Asked Questions
Can I customize this template after installing it?
Absolutely. Once installed, you can add, remove, or reorder tasks, add custom fields, and adjust deadlines to fit your specific workflow.
Can I add images or photos to these checklist items?
Yes. Our platform allows you to attach photos, signatures, and notes to any checklist item for better verification and proof of completion.
Can I create a custom checklist from scratch instead of using a template?
Yes. You can use our "Create your own checklist" feature to build a unique workflow tailored exactly to your operational requirements.
Can I add dependencies between tasks?
Yes, you can set up conditional logic and dependencies to ensure your team follows the correct sequence of operations.
Can I assign specific checklist items to different team members?
Yes. You can assign individual tasks to specific employees, ensuring clear accountability across your entire team.
Can I use these checklists on mobile devices in the field?
Yes. Our platform is fully responsive, allowing your team to complete, update, and upload photos to checklists directly from any smartphone or tablet.
How do I notify my manager when a checklist is completed?
You can set up automated notifications (via email, push notification, or in-app alerts) to trigger whenever a checklist is finished or if an item fails inspection.
Can multiple people work on the same checklist simultaneously?
Yes, the platform supports real-time updates, allowing multiple users to contribute to a single live checklist.
Where is the data from completed checklists stored?
All completed checklists are stored securely in your Work OS dashboard, creating a permanent, searchable audit trail of your operations.
Can I generate reports based on my checklist results?
Yes. You can track completion rates, identify recurring issues, and monitor team performance through our integrated reporting and analytics tools.
How can I use these checklists for compliance or auditing purposes?
Because our checklists capture timestamps, photos, and digital signatures, they serve as a robust digital paper trail for regulatory compliance and internal audits.
Can I export my completed checklist data for use in other tools?
Yes. You can export your data in various formats (CSV, Excel, etc.) to integrate your operational insights with your other business software.
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