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

Comparison table
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.

When to Use This Question

SaaS Products: Send immediately after closing a support ticket via in-app notification or follow-up email, while the interaction is still fresh in the customer's mind and they can provide accurate emotional responses rather than reconstructed memories.

E-commerce: Trigger 3-5 days after a support interaction regarding returns, shipping issues, or product questions through transactional email, catching customers after they've seen the resolution outcome but before the experience fades from memory.

Mobile Apps: Display right after an in-app support chat ends using a native modal with emoji scale, capitalizing on the immediate emotional state and high engagement moment when users are already in the app and motivated to respond.

Web Apps: Send within 24 hours of ticket resolution via email with a one-click response mechanism, allowing users time to verify the solution worked while maintaining strong recall of how the support team made them feel throughout the process.

Digital Products: Present after 2-3 support exchanges in a conversation thread through an embedded widget in the help center or support portal, capturing sentiment mid-journey when patterns in support quality become apparent but before frustration potentially escalates.

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