Feedback is useful only if it is short enough to answer and specific enough to act on. This customer feedback form for service visits has six questions, a 1 to 5 scale and a comment box. Download the Word file, add your logo, or copy the questions into a WhatsApp or Google form.
Customer feedback form for service: the questions
- Did the technician arrive on time? (1 to 5)
- Was the technician polite and professional? (1 to 5)
- Was the problem solved? (Yes / Partly / No)
- How would you rate the quality of work? (1 to 5)
- Was the area left clean? (1 to 5)
- Would you recommend us to a friend? (Yes / Maybe / No)
- Anything we could do better? (comment)
Header fields
- Customer name, site, date of visit
- Job or complaint number
- Technician name
- Service done
The job number and technician are what make the form useful. Without them, a low rating cannot be followed up.
When and how to ask
- Within 24 hours of the visit, while the customer remembers.
- On WhatsApp with a short link, or as a signed section on the job card.
- For AMC customers, also once a year before renewal.
Act on the answers
- Any rating of 1 or 2: call the same day.
- "Problem solved: No": open a complaint and revisit.
- Monthly: average rating per technician, shared with the team.
- Happy customers: send the Google review request.
Keep feedback beside the job
ServicePilot records customer feedback from questions you define, with a rating and comments, linked to the job, customer and technician, and the technician performance report shows ratings per person.
