CALL CENTER CUSTOMER SERVICE SURVEY CHECKLIST

Created by ChecklistGuro (https://checklistguro.com)


--- GREETING & INTRODUCTION ---
[ ] Was the agent prompt and ready to assist? (Yes, No, Neutral)
[ ] Did the agent greet you politely? (Yes, No, Neutral)
[ ] Agent's Name (if known):
[ ] Did the agent clearly identify themselves? (Yes, No, Neutral)
[ ] Please describe your initial impressions of the call.

--- ISSUE RESOLUTION ---
[ ] Resolution Time (Minutes)
[ ] Resolution Method (Phone Call, Email, Chat, Self-Service Portal)
[ ] Describe the Solution Provided
[ ] Was the Issue Fully Resolved? (Yes, No, Partially)
[ ] If not fully resolved, explain why.
[ ] Number of Escalations Required

--- AGENT KNOWLEDGE & ACCURACY ---
[ ] Did the agent correctly identify the product/service the customer was inquiring about? (Yes, No, Not Applicable)
[ ] 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? (Yes, No, Not Applicable)
[ ] Please describe any inaccuracies or misleading information provided by the agent.
[ ] Did the agent reference relevant policies or procedures correctly? (Yes, No, Not Applicable)

--- COMMUNICATION SKILLS ---
[ ] Did the agent listen attentively to your concerns? (Yes, fully, Somewhat, Not really, No, not at all)
[ ] How clear was the agent’s language? (Very Clear, Mostly Clear, Somewhat Clear, Not Clear at All)
[ ] Did the agent demonstrate empathy? (Yes, very much, Somewhat, Not really, No, not at all)
[ ] 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? (Yes, Mostly, Sometimes, No)

--- CALL HANDLING TIME ---
[ ] 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 ---
[ ] Was the resolution confirmed with the customer? (Yes, No, Not Applicable)
[ ] Was a summary of the resolution provided to the customer? (Yes, No, Not Applicable)
[ ] Reference/Case Number (if applicable):
[ ] Did the customer express any remaining concerns? (Yes, No)
[ ] If yes, please describe remaining concerns:
[ ] Estimated Time for Next Action (minutes):

--- OVERALL SATISFACTION ---
[ ] Rate your overall satisfaction (1-10, 10 being highly satisfied)
[ ] How likely are you to recommend our services? (Very Likely, Likely, Neutral, Unlikely, Very Unlikely)
[ ] Was the agent polite and courteous? (Yes, No, Somewhat)
[ ] 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) ---
[ ] Was a follow-up action required? (Yes, No)
[ ] Date of follow-up (if applicable)
[ ] Time of follow-up (if applicable)
[ ] Method of follow-up? (Email, Phone, SMS, Other)
[ ] Details of follow-up communication:
[ ] Did the follow-up resolve the customer's issue? (Yes, No, Partially)
[ ] Customer Satisfaction Score (1-5) after follow-up:

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