28 Post Call Survey Questions to Improve Customer Feedback

Net Promoter Score (NPS) Post-Interaction Survey

Beyond the One-Off: Why & When to Use

If you want a big-picture view of loyalty, Net Promoter Score (NPS) is your secret weapon. NPS gives you a clear read on whether a customer will sing your praises or quietly plan an escape to a competitor.

After an interaction, especially with your premium or “power user” customers, it is the perfect moment to use this famous CX survey question. You catch people while the experience is fresh, and their long-term feelings are right at the surface.

NPS is not for simple “Was your issue fixed?” moments. Instead, you use it when you want to know if today’s call or chat boosted those deep-down feelings about your brand.

Think onboarding, complex issue resolution, or any interaction where advocacy truly matters and you want to see if you just created a fan for life.

• Launch after VIP calls or high-touch chats

• Target post-purchase journeys or product upgrades

• Mix with CSAT to see short-term wins and long-term vibes

On top of that, sprinkling in NPS as part of your call center survey helps you build a well-rounded voice-of-customer dashboard. It is the long game that helps you spot, grow, and keep your biggest promoters, kind of like a loyalty radar. For more inspiration on customer feedback approaches, explore these help desk survey questions.

5 Sample NPS Questions

1. On a scale from 0 to 10, how likely are you to recommend our company to a friend or colleague?
   
2. What is the primary reason for your score?
   
3. What could we do differently to improve your experience?
   
4. Was there anything specific in today’s call or chat that influenced your rating?
   
5. Would you consider using our service again after this interaction?
   

You will uncover hidden gems in the open-text responses, and sometimes a tiny tweak turns a detractor into a devoted fan before you can refresh your dashboard.

Research shows that post-call surveys, especially for CSAT and NPS, typically achieve only 10,30% response rates, which highlights how hard it is to collect truly representative feedback after service interactions [source].

Customer Effort Score (CES) Survey Template

The “How Easy Was That?” Moment: Why & When to Use

When it comes to “contact center experience survey” magic, CES is your quiet customer whisperer. You are not measuring delight here; you are measuring how easy things felt.

If you made your customer climb metaphorical mountains just to get an answer, they will remember it. Usually with some very colorful language.

CES is perfect for technical support calls, tricky billing problems, or any place in the journey where the process gets twisty. Here's the thing: this is your early-warning system for churn, because when the effort feels too high, customers quietly vanish.

• Deploy after multi-step chat or phone support

• Pose after password resets or troubleshooting

• Use for channel switches (did that handoff work smoothly?)

CES keeps your finger on the process pulse. If you smooth out the hard parts, satisfaction and loyalty usually follow fast, like customers finally escaping a maze.

5 Sample CES Questions

1. The company made it easy for me to resolve my issue. Do you agree? (1,7)
   
2. How easy was it to navigate our phone menu to find the help you needed?
   
3. Please rate how simple it was to be connected to the right agent.
   
4. How much effort did it take to get your request completed?
   
5. Was the time on hold acceptable for you?
   

Plug these into your CES survey template and you will see your improvement hotspots light up like a dashboard on a rocket launch.

Call Center Quality Assurance (QA) Survey

Did We Actually Do It Right? Why & When to Use

Here’s the thing: internal metrics only tell half the story; quality assurance needs the customer’s eye.

Your QA survey is like your post-game highlight reel, but from the fans’ seats instead of the players’, so you get truth, not just team spirit.

This is not about agent self-reports.

It is external validation that helps you see what really happened on the call.

Best when sent on random but regular schedules, QA surveys keep everyone on their toes.

Think of it as your friendly neighborhood compliance check that quietly asks, “Did you actually do what you said you’d do?”

Did the agent stick to the script?

Did they nail the security protocols, or did they drop the ball?

Use QA surveys to keep your standards real, not theoretical.

• Schedule QA surveys randomly across interactions

• Use for compliance training follow-ups

• Audit high-risk or regulated calls

Plus, every call center survey with QA questions helps protect you from those “Nobody told me!” moments later on.

This is not just about checking boxes; this is your customer quality lens that shows you how your operation really looks from their side.

5 Sample QA Questions

1. Did the agent follow all the required identification and security steps?

2. Was the agent polite and professional throughout the call?

3. Did the agent clearly explain the reason for your issue?

4. Was your problem resolved in accordance with our policies?

5. How knowledgeable did you feel the agent was during your interaction?

Use these simple questions to turn every call into useful training fuel.

QA data rolls up into agent training and process fixes before small missteps become habits.

On top of that, one study from 2023 found that post-call surveys significantly improve First Call Resolution and Customer Satisfaction, with 70% of sustained users of these surveys reporting notable gains.

You can dive deeper into that research here: https://www.sqmgroup.com/resources/library/blog/top-10-questions-ask-customers-using-post-call-survey

Live-Chat / Post-Chat Satisfaction Survey

The Digital Front Line: Why & When to Use

You can treat your live chat post survey questions as the pulse of your digital experience.
Chat has its own quirks: was the bot glitchy, did the agent reply lightning-fast, and did the chat window feel smooth as butter?

Trigger a post-chat survey automatically as soon as a session wraps.
It stays fresh in their mind, whether you wowed them or left them staring at nothing but dancing dots, and the format works well on both websites and apps.

Use this survey type to capture feedback right at the moment of truth.

• Perfect after helpdesk ticket chats or chatbot handover

• Fantastic for UI and UX feedback on the chat interface

• Use for comparing live chat vs. traditional phone support

Plus, live chat survey questions often surface new, unexpected improvement ideas.
A few tiny tweaks can make a world of difference.

5 Sample Post-Chat Survey Questions

Try these post-chat survey questions to fine-tune every part of your chat.

1. How would you rate the speed of responses in your recent chat session?

2. Did our agent clearly understand and address your question?

3. How easy was it to use our chat window for this conversation?

4. Did you receive as much empathy in chat as in a phone call?

5. Was the technical performance of the chat (loading speed, usability) up to your expectations?

On top of that, you’ll have post-chat survey examples that help you refine your chat experience faster than you can say “instant messaging.”

Call Center Agent Satisfaction (Internal Pulse) Survey

Cheerleaders or Burnouts? Why & When to Use

If you want to supercharge service, you start with a call center agent satisfaction survey. Your agents are front-line rockstars, and even the best performers need regular wellness check-ins so they do not quietly burn out.

These quick pulse surveys give you a backstage pass to their daily world so you can see if the workload is crushing or if the tools feel clunky enough to make them want to throw their headset.

Weekly or monthly internal surveys help you track morale, spot training gaps, and see if supervisors are actually coaching or just clocking in.

Happy agents tend to stick around longer, and they also spark more five-star customer reviews without needing a pep rally every shift.

• Schedule routine agent pulse checks (not just annual engagement bombs)

• Use them after big process changes or new tool rollouts

• Rely on them to spot and prevent mass burnout before it blows up your schedule

On top of that, when you act on this feedback, you keep agent churn in check and protect your customer experience at the same time.

That is a win for your people and a win for your metrics, which is the rare kind of double win you actually want more of.

Here’s the thing: a few smart questions can reveal what dashboards never will.

5 Sample Agent Survey Questions

1. How manageable do you feel your daily workload is?
   
2. Do the systems and tools you use help or hinder you?
   
3. How would you rate the quality of training you have received recently?
   
4. Does your supervisor support you when you face challenges?
   
5. How motivated do you feel coming in for your shifts each week?
   

A happier crew gives you smoother call center experience survey results every time, and they do it without needing you to bribe them with free pizza.

Best Practices: Dos and Don’ts for Post-Call & Post-Chat Surveys

Crank up results by following a few golden rules for “live chat survey questions” and call surveys.

Keep surveys short and sweet and stick to 1,3 questions per transaction, because your customers have places to be and only so much patience.

Time delivery just right and send your survey within five minutes of the call or chat so you catch memories while they are still sharp and honest.

Choose the best channel for your crowd and you will make responding feel almost effortless:

• For younger, app-happy users, go with in-app pop-ups

• For everyone else, SMS or email work best

• Never mix and match channels within the same customer journey because it gets confusing fast

Here are some hard-won do’s and don’ts to help you avoid survey regret later:

• Do not ask leading or double-barreled questions like, “Was your agent knowledgeable and friendly?” because that squeezes two questions into one

• Watch for vague words and use specifics so you get clear, actionable data

• Share what you learn with agents, whether it is good or bad, so they can actually improve

• Close the loop by acting on the feedback and telling customers you are listening

On top of that, send a “thank you” to customers and agents who share their insights, because a little appreciation builds big trust and keeps the feedback flowing.

Ready to unleash the full power of post-call and post-chat feedback?

When you combine CSAT, NPS, CES, quality checks, and live chat post survey questions, you get a panoramic view of every touchpoint.

Here is the thing, you should not be afraid to A/B test survey wording and timing so you can see what really lands best for your audience.

Want to start now?

Download your free template pack or take a spin with a survey platform trial, because the best feedback is the kind you actually act on.

Best Practices: Dos and Don’ts for High-Performing Post-Call Surveys

The secret to great call center or live chat surveys? Make them lovable, not laborious.

Here’s the thing: the best call center and live chat survey questions aren’t just about what you ask, but how you ask.

Dos

Want higher response rates? Keep surveys delightfully short and clear.

• Keep surveys a breeze, and aim for under 90 seconds to win every time.

• Personalize with agent names so customers feel that “hey, you do see me!” vibe.

• A/B test question order so you can catch hidden bias before it skews your data.

• Close the feedback loop within 48 hours to show customers you really care.

• Pipe that golden feedback right into your CRM for all-channel brilliance.

Don’ts

Avoid survey overload so customers finish smiling instead of bailing.

• Never bombard customers with more than 5,7 questions.

• Skip jargon, because if your grandma wouldn’t get it, your customers probably won’t either.

• Don’t force answers, since skippable questions keep things friendly.

• Timing is everything, so don’t wait longer than 24 hours to send, unless it’s FCR.

• Never sweep open-text feedback under the rug, because those comments are your golden ideas.

Tips for Irresistible Surveys

Small tweaks to wording and design can turn basic surveys into click-worthy experiences.

• Drop keywords like “Your recent live chat experience” in subject lines to boost open rates.

• Design for thumbs, because mobile-friendly is a must.

• Use smart branching or skip logic so everyone breezes through and survey fatigue says goodbye.

• Pop in privacy compliance up front to put minds at ease.

When you juggle all these live chat survey questions, call survey strategies, and post-chat survey examples, magic happens for you and your team.

Ready to stop guessing and start growing? With these survey blueprints, every chat and call builds a smarter, happier future for your contact center, so you can keep questions crisp, listen closely, and celebrate the feedback because every response is a chance to outshine the ordinary.