End of Call Survey Questions
Get feedback in minutes with our free end of call survey template
The End of Call survey is a fast, professional post-call questionnaire designed for customer support teams and service representatives, helping you capture caller insights and feedback with ease. Whether you're a startup operator or an enterprise manager, this call conclusion feedback template empowers you to gather important data to improve satisfaction and inform strategy. Plus, this template is free to use, fully customizable, and easily shareable with your team. For more resources, explore our End of Meeting Survey and After Call Survey templates to expand your feedback toolkit. Ready to collect actionable insights? Get started now and make the most of every customer interaction.
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Unlock the Joy of End-of-Call Feedback: Your Secret to Stellar Support!
Say hello to real-time insights and wave goodbye to guessing games with your End of Call survey! It's the ultimate way to capture fresh customer feedback the moment your support session wraps up and supercharge your contact center's mojo. Pointed questions like "What wowed you most about our help today?" or "Any tweaks we could make for next time?" turn every response into golden nuggets for fine‑tuning your service. Oh, and did we mention you can build yours in minutes using our survey maker?
Getting it right starts with smart design and proven best practices. Lean on pearls of wisdom from Contact Center Quality Assurance Best Practices and 15 Best Practices for Quality Assurance in the Contact Center. Better yet, kick off your question bank with our ready-to-adapt survey templates and watch your feedback funnel come to life. And don't forget to weave in modules like our End of Meeting Survey or After Call Survey for a 360° feedback loop.
Picture this: an agent tweaks their tone after spotting a trend in responses, and customers start singing your praises. With surveys feeding into your quality assurance engine, teams learn, adapt, and shine. Experts even report up to a 15% performance lift when feedback is as fresh as your conversations - just ask TechTarget's quality assurance gurus.
Each well-crafted question not only gathers data but builds trust, showing your customers you truly listen. Turn your End of Call survey into a strategic powerhouse that fuels lasting improvements and happy audiences.
Hit Send Only After Dodging These Tricky End-of-Call Survey Traps!
Falling into survey pitfalls is a fast track to frustration - so let's sidestep them! Overstuffing your End of Call survey with endless questions is a no-go; it spells feedback fatigue faster than you can say "unanswered." Instead, keep it lean with focus questions like "What could we do better?" and "How did our chat make you feel?" Top-tier advice from 10 Best Practices for Contact Center Quality Assurance in 2025 and Best Practices for Contact Center Quality Assurance has your back.
Another classic blunder? Letting feedback sit idly by. We've seen centers flip the script by pairing survey insights with targeted training - tucking in tools like our End of Event Survey and End of Class Survey. The result? A brighter customer experience and a 12% satisfaction leap in just months.
Vague, wishy-washy questions? Big nope. Laser-focused queries deliver crystal-clear insights so you can make pinpoint improvements. When customers see you're serious about acting on their words, trust sky‑rockets. The data speaks for itself: clear, concise metrics lead straight to performance gold.
Ready to turn your feedback game into pure magic? Grab our user-friendly framework and start your journey toward happier customers today.
End of Call Survey Questions
Customer Satisfaction (end of call survey questions)
These end of call survey questions focus on measuring overall customer satisfaction. They help identify what customers appreciated and where improvements can be made. Best practice tip: Use clear, specific queries to capture honest feedback.
| Question | Purpose |
|---|---|
| How satisfied were you with our service today? | Measures overall satisfaction with the call experience. |
| Did our representative address your needs effectively? | Assesses effectiveness of the service provided. |
| Was your issue resolved during the call? | Determines if the call resolved the customer's problem. |
| How professional was our staff during the call? | Evaluates the professionalism of the representative. |
| Would you recommend our services to a friend? | Gauges likelihood of customer referrals. |
| How clear and understandable was the communication? | Checks if information was conveyed clearly. |
| Was the call duration appropriate for your issue? | Assesses if the call length was sufficient or excessive. |
| How confident do you feel about the resolution provided? | Measures trust in the outcome of the call. |
| Did our service meet your expectations? | Identifies gaps between customer expectations and service delivered. |
| How likely are you to contact us again? | Predicts future customer loyalty. |
Problem Resolution (end of call survey questions)
These end of call survey questions are designed to dive into the problem resolution process. They reveal how effectively issues are being resolved and provide critical insights for process improvements. Tip: Focus on clarity to ensure actionable feedback.
| Question | Purpose |
|---|---|
| Did the representative fully understand your problem? | Assesses whether the issue was comprehended correctly. |
| How quickly was your issue addressed? | Measures the speed of the resolution process. |
| Were you provided with clear next steps? | Ensures customers know what to expect after the call. |
| Did you feel listened to during the call? | Evaluates the empathy and attention of the representative. |
| How thoroughly was your problem investigated? | Assesses depth of the inquiry into the issue. |
| Was the proposed solution satisfactory? | Looks into the acceptance level of the resolution provided. |
| Did you experience any repeat issues after the call? | Checks for recurring problems post-resolution. |
| How helpful were the troubleshooting steps provided? | Evaluates the utility of self-help advice given during the call. |
| Was the escalation process explained if needed? | Ensures clarity on further steps in problem escalation. |
| How clear was the overall call resolution process? | Summarizes clarity and effectiveness of the issue resolution. |
Communication Efficiency (end of call survey questions)
This set of end of call survey questions examines communication effectiveness. The focus is on understanding how well details were conveyed and whether customers were kept informed. Tip: Consistent clarity leads to reliable customer feedback.
| Question | Purpose |
|---|---|
| How clear was the representative's explanation? | Measures clarity of communication during the call. |
| Did you feel the language used was customer-friendly? | Assesses if technical jargon was minimized for better understanding. |
| Were you updated throughout the process? | Checks consistency of information sharing during the call. |
| How timely was the information provided during the call? | Evaluates the promptness of delivering updates. |
| Did the representative repeat or clarify key points? | Ensures that important information was communicated effectively. |
| How well did the representative listen to you? | Measures active listening skills during the conversation. |
| Was technical information explained in an understandable way? | Assesses if the customer-friendly explanation of technical details occurred. |
| Did you feel informed about all options available? | Checks if all available solutions were communicated clearly. |
| Was there any part of the conversation you found confusing? | Identifies areas to improve clarity and reduce misunderstandings. |
| How would you rate the overall communication during the call? | Provides a summative view of the call's communication effectiveness. |
Call Follow-Up (end of call survey questions)
These end of call survey questions focus on post-call follow-up and ongoing engagement. They explore how actionable advice and support were extended after the initial call. Tip: Efficient follow-up can transform a one-time interaction into long-term loyalty.
| Question | Purpose |
|---|---|
| Were clear follow-up instructions provided at the end of the call? | Ensures customers know the next steps. |
| Did you receive any follow-up communication after the call? | Checks if follow-up mechanisms are actively used. |
| How satisfied are you with the follow-up process? | Measures the effectiveness of post-call support. |
| Was additional support offered if needed? | Evaluates the comprehensiveness of follow-up offers. |
| Did the follow-up address any unresolved issues? | Checks the efficiency of the follow-up in resolving problems. |
| How soon did you receive a follow-up after the call? | Assesses timeliness of the post-call communication. |
| Were you provided with a direct contact for issues? | Ensures accessibility of further support. |
| Did the follow-up reinforce the call outcomes? | Verifies the consistency of information in follow-up. |
| How useful was the follow-up information? | Measures the relevance of follow-up details for the customer. |
| Would you appreciate more detailed follow-up communication in the future? | Gauges preferences for future follow-up improvements. |
Overall Experience Insights (end of call survey questions)
These end of call survey questions are designed to capture broad insights about the overall call experience. They help in identifying recurring trends and areas for improvement. Tip: Consider using both quantitative and qualitative questions for a full picture.
| Question | Purpose |
|---|---|
| How would you rate your overall call experience? | Provides a general measure of satisfaction. |
| What did you like best about the call? | Identifies key positive aspects of the service. |
| What aspect of the call could be improved? | Highlights potential areas for enhancement. |
| How well did the call meet your expectations? | Evaluates alignment with customer expectations. |
| Was there any part of the call you felt was unnecessary? | Identifies potential redundancies in communication. |
| How engaging was our representative during the call? | Measures the interaction quality and engagement level. |
| Did the call leave you feeling valued as a customer? | Assesses the emotional impact of the service. |
| How likely are you to provide additional feedback? | Checks willingness to participate in future surveys. |
| How well were your concerns addressed overall? | Measures the comprehensiveness of the response provided. |
| Would you consider our service exceptional based on this call? | Determines if the overall experience stands out positively. |
FAQ
What is an End of Call survey and why is it important?
An End of Call survey is a structured set of questions posed immediately after a phone call to capture customer feedback. It evaluates call quality, agent performance, and overall satisfaction. This method is important because it gathers insights while the conversation remains fresh in the customer's mind, leading to more accurate and timely responses that can guide service improvements and staff training.
For example, the survey may ask about resolution effectiveness, wait times, and clarity of information. Such real-time feedback helps organizations quickly address issues and refine customer service strategies. By using an End of Call survey, companies can identify trends and act on recommendations to boost overall performance and customer satisfaction.
What are some good examples of End of Call survey questions?
Good examples of End of Call survey questions are direct and simple. They often include rating scales that assess satisfaction, resolution success, and the professionalism of the agent. Typical questions might invite respondents to rate their overall experience on a scale from one to five or to indicate whether their issues were resolved during the call.
Consider questions such as, "How satisfied were you with the assistance received?" or "Did the agent clearly explain the solution?" You can also ask about waiting time and clarity of information provided. These examples help collect actionable insights without overwhelming the respondent, making it easier to interpret the responses and make service improvements.
How do I create effective End of Call survey questions?
Start by defining clear objectives for your End of Call survey. Focus on one aspect per question, ensuring clarity and avoiding leading or compound questions. Keep the language simple and direct so respondents can easily understand and answer. Effective questions should address key elements of the call experience, such as resolution, communication clarity, and overall satisfaction.
A useful tip is to pre-test your questions with a small group before full deployment. Collect feedback on clarity and relevance, then adjust wording and sequence accordingly. This approach minimizes confusion and maximizes the quality of responses, ensuring your survey results accurately reflect the customer experience.
How many questions should an End of Call survey include?
An effective End of Call survey typically includes a small set of focused questions. Generally, three to five well-crafted questions are sufficient to capture essential feedback without overwhelming the respondent. Fewer questions lead to higher completion rates and yield more precise and actionable insights because respondents are less likely to feel burdened during the feedback process.
Consider covering critical areas such as overall satisfaction, call resolution, and agent performance. You might use a mix of rating scales and open-ended items to allow for detailed responses when needed. This balanced approach respects the customer's time while still providing robust data for service improvement.
When is the best time to conduct an End of Call survey (and how often)?
The ideal time to conduct an End of Call survey is immediately after the conversation. This timing guarantees that the feedback is based on fresh impressions and the details are still vivid in the customer's mind. Immediate surveying increases the likelihood of accurate responses and helps capture the full context of the interaction without recollection errors.
While surveys should follow every call to maximize real-time data, organizations may choose to adjust frequency based on customer volume and survey fatigue concerns. One option is to use the survey selectively on calls that involve complex issues, ensuring that the feedback remains relevant and valuable. Balancing frequency and timing is key to maintaining both quality and participation.
What are common mistakes to avoid in End of Call surveys?
Common mistakes in End of Call surveys include using vague or overly complex questions that confuse respondents. Avoid including too many questions, which can lead to survey fatigue and lower completion rates. Additionally, steering clear of leading or double-barreled questions is essential to ensure unbiased, honest responses. Craft each question to focus on a single aspect of the call experience and keep the language straightforward.
It is also important not to rush the survey design. Test your questions with a small group first and adjust based on feedback. This process helps identify any problematic wording and ensures each question provides clear and actionable insight into the customer's experience during the call.
