Call Centre Experience Survey
Post-call feedback on hold time, first-call resolution, and agent quality.
5 questions · 1 page · about 2 minutes to answer · fully editable after you start
Nobody calls a call centre for fun, so every question here earns its place. This post-call survey covers the hold, whether the issue was solved on this call – the metric that drives both cost and satisfaction – and how the agent performed on clarity and courtesy.
The IVR-friendly length (five questions) makes it usable as an automated post-call survey by phone keypad, by SMS link, or by email. Track first-call resolution weekly; it is the one number that moves everything else.
Template preview
This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.
Opens in the Light theme, or in your own default theme if you have set one — change it anytime to any of the 4 built-in looks, or build your own on a paid plan.
Page 1
About your call
This survey is about your recent call to our contact centre. Tell us about the wait, the conversation and whether your problem was solved. It takes about 2 minutes.
Q1.How long were you on hold before speaking to someone?
- No hold
- Under 2 minutes
- 2-10 minutes
- More than 10 minutes
Q2.Was your issue resolved on this call?*
- Yes
- Partly
- No, I need to call again
Q3.How would you rate the agent?
| Poor | Fair | Good | Excellent | Not applicable | |
|---|---|---|---|---|---|
| Clarity of explanations | |||||
| Courtesy | |||||
| Ownership of the problem |
Q4.Overall satisfaction with this call?
Q5.Anything else we should know?
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