Did this solve your problem? Product Survey Question
Quickly identify whether your solution effectively resolved the user's issue and pinpoint areas needing improvement before frustration leads to churn.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| Problem resolution | Did not solve it Solved my problem |
| Success-focused | Problem remains Problem resolved |
| Outcome-based | Still have the issue Issue is fixed |
Follow-Up Questions
When users report whether their problem was solved, the natural next step is understanding why. If they succeeded, what worked? If they didn't, what went wrong? These follow-ups transform a binary answer into actionable insights that help you fix actual issues and replicate successes.
This captures the exact moment of success while it's fresh, helping you identify which features, documentation, or approaches actually resolve issues instead of guessing what works.
Understanding blockers reveals gaps in your product, documentation, or support that you can directly address rather than watching users repeatedly hit the same walls.
Categorizing problem areas lets you spot patterns across users and prioritize which parts of your product need immediate attention versus minor tweaks.
When to Use This Question
SaaS Products: Ask immediately after a support ticket is closed using an in-app modal or email, because customers can accurately assess resolution quality while the interaction is fresh in their mind and you can quickly reopen cases that weren't truly solved.
Mobile Apps: Trigger within 24 hours after a user contacts support or uses a help feature with an in-app notification or bottom sheet, because it catches users while they still remember their issue and lets you identify which self-service resources actually work versus which need improvement.
E-commerce: Display 2-3 days after a customer service interaction about an order issue using a follow-up email or SMS, because this timing allows customers to verify their problem is fully resolved (refund received, replacement arrived) rather than just temporarily addressed.
Web Apps: Show right after users complete a troubleshooting flow or use a knowledge base article with an embedded card at the bottom of the page, because you can directly connect satisfaction scores to specific help content and identify documentation gaps where users still need human support.
Digital Products: Present within 1 hour of closing a live chat or phone support session via automated email or in-product banner on next login, because the quick follow-up demonstrates you care about resolution quality and captures feedback before customers forget details that could help you improve your support processes.
Related Questions
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- Was the support agent polite and respectful?