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 0 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:
Survey Management Solution Screen Recording
Stop struggling with clunky survey tools! See how ChecklistGuro's Survey Management Solution makes creating, distributing, and analyzing surveys a breeze. Watch this screen recording to see it in action! #SurveyManagement #ChecklistGuro #BPM #ProcessAutomation #Surveys
Related Checklist Templates
Art Gallery Visitor Engagement Survey Checklist
Performing Arts Audience Feedback Survey Checklist
Cannabis Retail Customer Experience Survey Checklist
Gambling & Casino Player Satisfaction Survey Checklist
Religious Organization Congregant Feedback Survey Checklist
Tourism Destination Visitor Experience Survey Checklist
Scientific Research Data Validation Survey Checklist
Forestry Timber Harvest Sustainability Survey Checklist
Aquaculture Fish Farm Health Assessment Survey Checklist
Utilities Infrastructure Performance Survey Checklist
We can do it Together
Need help with Checklists?
Have a question? We're here to help. Please submit your inquiry, and we'll respond promptly.