Product & Service Feedback
Service Quality Review
A service quality review is a conversation in which a customer assesses the service they receive: how quickly you respond, how reliably you deliver and how it feels to work with your team. It turns scattered impressions and tickets into a clear picture of what to keep and what to fix. Here are the questions to ask, in a natural order.
17 questions
When to use this template
- After a period of intense activity, an incident or a series of support requests, to check how the customer experienced it.
- On a regular basis for services delivered continuously, such as support, maintenance or managed services.
- When you have service targets or commitments and want to confirm that the customer's perception matches the figures.
Questions to ask
Overall experience
- 01How would you describe the service you receive from us in a few words?
- 02How does it compare with what you expected when you started working with us?
- 03Who do you deal with most often on our side, and how is it going?
Responsiveness and communication
- 04When you need something, how easy is it to reach the right person?
- 05How do you find our response times?
- 06Do you feel kept informed when there is a problem or a delay?
- 07Are our explanations clear and written in a way you can act on?
Quality and reliability
- 08How reliable is what we deliver?
- 09Can you think of a recent time we got something wrong? What happened?
- 10When there was a problem, how well was it handled and resolved?
- 11Do the same issues come back, or are they solved for good?
Relationship and expertise
- 12Do you feel our team understands your business and what matters to you?
- 13How proactive are we in suggesting improvements before you ask?
- 14Do you trust us to handle your most important requests?
Closing
- 15What is the one thing we should improve first?
- 16What should we make sure never changes?
- 17Is there anything else you would like to add?
Tips for a useful conversation
- Ask for specific recent examples, such as a request or an incident, so that the customer talks about real events rather than general impressions.
- Listen as much to how the issue made them feel as to the facts, because perception drives renewal.
- Compare what you hear with your own data on response times and incidents, and look at the differences.
- Speak to the people who use the service daily as well as the person who manages the contract.
- Close the loop: tell the customer what you will change and come back to them on it.
Mistakes to avoid
- Reading out service metrics to prove the quality is good instead of asking how it feels.
- Waiting for a complaint before asking, which means you only hear from unhappy customers.
- Asking only for a score without asking what lies behind it.
- Promising improvements in the meeting that nobody follows up on.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.