First Call Resolution Survey Questions
Get feedback in minutes with our free first call resolution survey template
Our First Call Resolution survey is a customizable feedback tool designed for customer service teams and support managers to measure issue resolution efficiency and gather actionable insights. Whether you're a call center supervisor or a quality assurance specialist, this free, easily shareable template streamlines data collection and helps you understand caller satisfaction, identify improvement areas, and boost loyalty. By leveraging this survey alongside our First Contact Resolution Survey and Phone Call Survey, you gain comprehensive metrics to refine your support strategy. Ready to enhance your resolution rates and customer experience? Get started now and make every first call count!
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Unleash the Magic: Optimize Your First Call Resolution Survey Like a Pro!
Hey superstar! Your First Call Resolution survey isn't just a run-of-the-mill form - it's your backstage pass to ecstatic customers and smoother service. By pinpointing how often issues vanish on the first call, you'll snag golden insights to level up every interaction. Ready to dive in? Craft your masterpiece with our free survey maker and watch satisfaction soar.
Keep it crisp and crystal clear: toss out jargon and ask sparkling questions like "What blew you away about our service?" or "How lightning-fast was your fix on call one?" Need a head start? Snag our First Contact Resolution Survey template or mix in pro tips from the Phone Call Survey guide to capture actionable feedback.
Data lovers, rejoice! Research by Aliyu et al. (2011) shows that mastering FCR supercharges call center results, while the savvy crew at SQM Group dishes out no-nonsense tactics to refine your survey design. Let their wisdom be your roadmap.
Want an express route? Browse our eye-popping survey templates for instant inspiration. Then weave those insights into training, wave goodbye to repeat calls, and let your customer service truly shine!
5 Rockstar Tips to Dodge First Call Resolution Survey Traps
Tip #1: Keep it crisp and clear. Overloaded or wishy-washy wording is a recipe for "meh" results - ditch "Was your problem solved promptly?" in favor of "How satisfied are you with our speed?" Simplicity wins every time.
Tip #2: Never skip a dress rehearsal! Pilot your First Call Resolution survey with a small crew to spot overlaps or awkward phrasing before you roll it out. Steal wisdom from our Customer Service After Call Survey and flex your style with the Conference Call Survey model.
Tip #3: Trim the tech talk. Jargon is a feedback killer. Stick to warm, human-friendly questions like "Did you feel heard on your first call?" - backed by research from Aliyu et al. (2011) and clear-as-day advice from SQM Group.
Tip #4 & #5: Spice up your question mix with quick picks, rating scales, and a final open-end like "Any suggestions to make your next call awesome?" Then throw a party for your data - celebrate insights, train your crew, and watch turnaround times crater while loyalty rockets.
First Call Resolution Survey Questions
Customer Interaction Clarity
This category of first call resolution survey questions helps gauge how clear and effective the initial communication is, which can significantly impact the outcome. Best practice tip: ensure clarity in the customer's first impression.
| Question | Purpose |
|---|---|
| How clear was the initial greeting? | Evaluates the clarity of the first contact during the call. |
| Did the representative introduce themselves properly? | Checks if self-introduction was clear and welcoming. |
| Was the call purpose explained clearly? | Ensures the customer understood why the call was initiated. |
| How understandable was the conversation? | Measures overall clarity in communication. |
| Were any confusing terms used during the call? | Identifies the use of technical or ambiguous language. |
| Did the conversation maintain clear direction? | Assesses the focus and consistency of the dialogue. |
| Was the customer's issue acknowledged early? | Determines if issues were identified early on. |
| Was there any repetition that helped clarity? | Checks for reinforcement of key information. |
| Did you feel listened to from the start? | Assesses if the representative created an attentive environment. |
| Were your initial questions answered effectively? | Evaluates the effectiveness of the first responses provided. |
Communication Effectiveness Insights
This set of first call resolution survey questions focuses on how effectively information is exchanged during the call. Using these questions helps refine communication techniques and ensures a seamless process.
| Question | Purpose |
|---|---|
| How would you rate the overall communication? | Measures the overall effectiveness of the dialogue. |
| Were explanations provided in simple language? | Checks if complex terms were simplified. |
| Did the representative use active listening? | Assesses the responsiveness and attentiveness of the agent. |
| Was technical information delivered clearly? | Evaluates clarity in conveying technical details. |
| How well did the representative handle interruptions? | Assesses clarity despite call disruptions. |
| Did you receive appropriate clarifications when needed? | Checks if follow-up explanations were timely. |
| Was feedback encouraged throughout the call? | Measures the openness to dialogue and improvement. |
| Did the representative summarize the key points? | Ensures that the important messages were reinforced. |
| Was the pace of conversation comfortable? | Checks if the speed of communication was adjusted for understanding. |
| Did you feel the conversation was two-sided? | Evaluates the interactive nature of the call. |
Resolution Process Evaluation
These first call resolution survey questions are designed to evaluate the efficiency of the issue resolution process. They provide valuable insights into how swiftly and effectively problems are addressed, offering tips on process optimization.
| Question | Purpose |
|---|---|
| Was your issue resolved during the first call? | Checks the primary resolution metric for efficiency. |
| How quickly was your issue identified? | Evaluates the speed of initial issue diagnosis. |
| Did the representative demonstrate problem-solving skills? | Assesses the ability to resolve issues promptly. |
| How effective was the troubleshooting process? | Analyzes the success of the steps taken to resolve your concern. |
| Were you provided with a clear resolution plan? | Confirms that the next steps were explicitly communicated. |
| Did you feel the solution was sustainable? | Evaluates the long-term effectiveness of the resolution. |
| Was follow-up support adequately explained? | Determines clarity in post-resolution support planning. |
| Did the representative take ownership of the issue? | Checks accountability in handling your problem. |
| How well were alternative solutions provided? | Assesses the flexibility in resolving the issue. |
| Were you satisfied with the speed of resolution? | Measures overall satisfaction with the resolution timeframe. |
Agent Performance Feedback
This category of first call resolution survey questions targets the performance of the representative. These questions help capture feedback on professionalism and competence, guiding improvements and rewarding excellence.
| Question | Purpose |
|---|---|
| How professional was the agent during the call? | Assesses the agent's overall professionalism. |
| Did the agent display empathy towards your concerns? | Checks the empathy level in handling customer issues. |
| How knowledgeable did the agent appear? | Measures perceived expertise of the representative. |
| Was the agent patient and courteous? | Evaluates the tone and patience shown during the call. |
| Did the agent provide clear instructions? | Confirms that guidance was given in a straightforward manner. |
| How effectively did the agent manage call flow? | Assesses the agent's ability to guide the conversation efficiently. |
| Was the agent proactive in offering solutions? | Measures initiative in addressing problems. |
| Did the agent maintain a positive tone throughout? | Checks for consistency in maintaining a friendly attitude. |
| Was the agent clear about the next steps? | Ensures that the follow-up actions were communicated well. |
| Would you call this agent again? | Evaluates overall satisfaction and potential repeat interaction. |
Follow-Up and Satisfaction Measurement
The final category of first call resolution survey questions focuses on customer follow-up and overall satisfaction. These inquiries provide insights into post-call impressions and help refine after-call support strategies.
| Question | Purpose |
|---|---|
| How satisfied are you with the outcome of the call? | Measures overall satisfaction with the resolution. |
| Did you receive follow-up communication after the call? | Checks the effectiveness of post-call support. |
| Was your issue completely resolved? | Evaluates the thoroughness of the resolution. |
| How likely are you to recommend our service? | Assesses customer loyalty and advocacy potential. |
| Did you feel valued during the follow-up process? | Measures the level of customer appreciation. |
| Was the follow-up timing appropriate? | Checks if the post-call contact was timely. |
| Were all your remaining questions answered? | Evaluates the completeness of post-call information. |
| How clear were the instructions in the follow-up message? | Assesses clarity in after-call communications. |
| Did the follow-up process improve your satisfaction? | Measures the impact of after-call support on satisfaction. |
| Would you participate in a follow-up survey? | Determines willingness for future engagement. |
FAQ
What is a First Call Resolution survey and why is it important?
A First Call Resolution survey measures how often customer issues are resolved during their initial contact. It focuses on efficiency and the effectiveness of the service provided. The survey helps identify strengths and areas for improvement, enabling teams to better handle queries without unnecessary follow-ups. It is vital because it highlights the quality of support services, assuring customers that their concerns are addressed promptly.
This survey informs managers on operational performance and guides strategic adjustments. It can lead to improved training programs and better customer experiences. Additionally, using targeted first call resolution survey questions helps reveal trends. For instance, feedback may show if communication or process steps need refinement. Regular tracking supports sustained improvements in service quality.
What are some good examples of First Call Resolution survey questions?
Good examples include asking customers if their issue was resolved in the first contact, if they felt listened to, and if the solution was satisfactory. You might also ask about the speed of resolution and the clarity of the provided information. Questions such as "Was your problem fully resolved during your first call?" help pinpoint specific service areas.
Additional questions could include rating the overall experience and suggesting improvements. Consider using straightforward language and offering response scales. For example, include options like "yes," "no," or "partially resolved" to simplify analysis. This approach ensures you gather actionable insights that can guide future training and process changes.
How do I create effective First Call Resolution survey questions?
Start by defining the goals of the survey clearly. Formulate questions that directly relate to the resolution process and customer satisfaction. Use plain language and actionable terms. Ensure the survey covers all key aspects such as response time, clarity of communication, and the solution's effectiveness. This approach helps customers provide honest and useful feedback about their service experience.
It is helpful to include open-ended questions along with scaled responses.
For example: list problems, rate ease-of-use, or describe their experience. Iteratively test the survey with a sample audience to make adjustments. Receiving expert feedback ensures that each question is poised to extract the insights needed for service improvements.
How many questions should a First Call Resolution survey include?
The survey should typically include between five to eight questions. This range keeps it concise yet comprehensive enough to cover all key aspects of the first contact experience. Fewer questions reduce respondent fatigue and lead to higher completion rates. Ensure that every question directly contributes to understanding the resolution process and customer satisfaction.
It is advisable to avoid overly lengthy surveys that might deter participation. Balance quantitative questions with one or two qualitative queries.
Sample question formats include a rating scale and a follow-up comment box. This balance helps capture both measurable data and in-depth insights while keeping the survey user-friendly.
When is the best time to conduct a First Call Resolution survey (and how often)?
The best time is immediately following the customer's issue resolution. This timing captures raw and accurate feedback about the first call experience. Scheduling the survey soon after the interaction ensures the details are fresh in the customer's mind. Timeliness is essential to evaluate service adequacy in real-time and identify any immediate issues that need attention.
It is recommended to run the survey on a regular basis, such as weekly or monthly, depending on call volume and business needs. Regular intervals allow you to spot trends and measure improvements.
Adjust the timing as needed to align with peak service periods, ensuring the survey remains effective in capturing relevant insights.
What are common mistakes to avoid in First Call Resolution surveys?
Avoid using overly technical language that might confuse respondents. Steer clear of leading questions that can bias the feedback. Do not include too many questions as this can overwhelm the respondent and result in incomplete surveys. The simplicity and clarity of language matter when measuring the true first call experience. These pitfalls can hinder the collection of accurate data and may lead to misinterpretation of customer issues.
Ensure questions remain neutral and concise.
Test the survey on a small group before full deployment. Focus on practical and actionable feedback. Avoid complex formats and multiple-choice options that do not cover all possible responses. A well-structured survey respects the respondent's time while gathering meaningful insights into your service quality.
