How do you feel about the support you received? Product Survey Question
Measure the emotional impact of your support interactions and identify opportunities to turn satisfied customers into loyal advocates.
Question type
Rating scale 1-5
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | Very negative Negative Neutral Positive Very positive |
| More specific | Very dissatisfied Dissatisfied Neither satisfied nor dissatisfied Satisfied Very satisfied |
| Experience-focused | Extremely poor experience Poor experience Average experience Good experience Excellent experience |
| Sentiment-based | Very unhappy Unhappy Neutral Happy Very happy |
Follow-Up Questions
Asking how customers feel about support is just the start. The real insights come from understanding what specifically shaped that feeling—whether it was response time, solution quality, or how they felt treated during the interaction.
This open-ended follow-up captures the specific moments or aspects that drove their overall feeling, giving your team actionable context they can address in training or process improvements.
Understanding which dimension customers prioritize helps you focus improvement efforts where they'll have the biggest impact on satisfaction scores.
This forward-looking question turns feedback into a roadmap, especially valuable from customers who rated positively but still see room for enhancement.