Customer Service Audit Survey

Instructions: Please rate each statement on a scale of 1 to 5, where: 1 = Strongly Disagree 2 = Disagree 3 = Neutral 4 = Agree 5 = Strongly Agree

1. Accessibility

• It is easy to contact customer service.
• Response times meet my expectations.
• Multiple channels (phone, email, chat, social media) are available and effective.

2. Communication Quality

• Customer service representatives communicate clearly.
• The tone of communication is friendly and respectful.
• I am kept informed about the progress of my inquiry.

3. Problem Resolution

• My issues are resolved quickly.
• The solutions provided are effective.
• Escalation processes work when issues are not resolved initially.

4. Staff Knowledge & Training

• Staff demonstrate strong product/service knowledge.
• Representatives are trained to handle common concerns.
• Ongoing training seems to improve service quality.

5. Customer Experience

• I feel valued and respected as a customer.
• Follow-ups are conducted after major issues.
• Feedback is collected and acted upon.

6. Performance Metrics

• Response times are satisfactory.
• I am satisfied with the overall customer service experience.
• Complaints are rarely repeated.

7. Continuous Improvement

• Customer feedback is reviewed regularly.
• Service improvements are noticeable over time.
• There is accountability for service quality.

Customer Service Audit Questionnaire

1. Accessibility

• How easy is it for customers to reach us (phone, email, chat, social media)?
• Are response times consistent with our stated service standards?
• Do customers have multiple channels to contact us?

2. Communication Quality

• Are customer inquiries answered clearly and professionally?
• Is the tone friendly, empathetic, and respectful?
• Are customers kept informed about progress or delays?

3. Problem Resolution

• How quickly are issues resolved?
• Are solutions effective and satisfactory to the customer?
• Is there a process for escalating unresolved issues?

4. Staff Knowledge & Training

• Do staff demonstrate product/service knowledge?
• Are they trained to handle common customer concerns?
• Is ongoing training provided?

5. Customer Experience

• Do customers feel valued and respected?
• Are follow-ups conducted after major issues?
• Is feedback collected and acted upon?

6. Performance Metrics

• What is the average response time?
• What is the customer satisfaction score (CSAT/NPS)?
• How often are complaints repeated?

7. Continuous Improvement

• Is customer feedback reviewed regularly?
• Are changes implemented based on audit findings?
• Is there accountability for service quality?