360 Feedback Questions for Customer Service

21 ready-to-use questions, example comments and tips — plus a free tool that runs the survey and writes the report for you.

Customer service metrics show how many tickets someone closed and how fast, but not how the customer felt or how easy that person is to work with. A 360 fills the gap with views from teammates, team leads and the colleagues in other teams who receive their escalations. These questions work for frontline agents on phone, chat or email, and for the support team leads who back them up.

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Empathy and listening

  1. How well does this person let customers explain the problem fully before responding?
  2. How well do they acknowledge a customer's frustration without becoming defensive?
  3. How well do they adapt their tone to each customer, whether calm, confused or angry?
  4. How carefully do they check they have understood the real issue, not just the first thing the customer said?

Problem resolution

  1. How often do they resolve the customer's issue in the first contact when that is possible?
  2. How well do they take ownership of a case instead of passing it on too early?
  3. How honest are they with customers about what can and cannot be done, and by when?
  4. How reliably do they follow up on cases they promised to come back to?

Product and process knowledge

  1. How well do they know the products, policies and tools they need to help customers?
  2. How quickly do they pick up changes to products, policies or procedures?
  3. How well do they use the knowledge base, and flag articles that are wrong or missing?

Communication under pressure

  1. How calm and professional do they stay at peak times or with difficult, even abusive, customers?
  2. How clear and accurate are their written replies on chat and email?
  3. How well do they explain technical or policy details in plain language?

Teamwork and handoffs

  1. How complete are their case notes when someone else has to pick up the case?
  2. How well do they escalate to other teams, with the right details and the right urgency?
  3. How willing are they to help teammates when the queue gets long?
  4. How well do they pass recurring customer problems on to the team lead or the product team?

Open-ended questions

  1. What does this person do that makes customers trust them?
  2. What is one habit that would make their handoffs or case notes easier to pick up?
  3. Describe a difficult customer interaction they handled well, or could have handled better.

Example feedback comments

Good comments are specific, describe behaviour rather than personality, and explain the impact. A few examples:

Not sure your feedback is fair and specific? Paste it into our free feedback bias checker.

Tips for a useful 360

  • Invite teammates on the same queue, the team lead, and one or two people from teams that receive their escalations, such as billing or technical support.
  • Keep handle time and satisfaction scores out of the questionnaire: you already have those numbers. Use the 360 for behaviours the dashboards cannot show.
  • Ask reviewers to base their answers on calls, chats or tickets they have actually seen or picked up themselves.

Frequently asked questions

Should customers review agents in a customer service 360?

Usually not. You already collect customer satisfaction through surveys, and each customer sees only one interaction. Teammates, team leads and the teams that receive escalations see patterns across many cases, which is what a 360 is for.

Can these questions be used for support team leads?

Yes. Keep the sections on product knowledge and handoffs, and add questions on coaching, scheduling and how they step in on escalated cases. Agents, the lead's own manager and other team leads make a good reviewer group.

How often should customer service agents get 360 feedback?

Once or twice a year works for most teams, plus a first 360 after a few months for new agents. In AI360Feedback reviewers answer by link without an account, so even a busy support team can respond between contacts.

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