How easy was it to contact us when you needed help? Product Survey Question
Measure the friction in your support accessibility and identify barriers that prevent customers from reaching you before they give up and switch to competitors.
Question type
Rating scale 1-7
Primary metric
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | Very difficult Difficult Somewhat difficult Neutral Somewhat easy Easy Very easy |
| More emphatic | Extremely difficult Very difficult Difficult Neither easy nor difficult Easy Very easy Extremely easy |
| Effort-focused | Required too much effort Required significant effort Required some effort Moderate effort Required little effort Required minimal effort Required no effort at all |
Follow-Up Questions
Understanding why customers found your support contact process easy or difficult reveals specific friction points in your help infrastructure. These follow-ups identify whether issues stem from unclear documentation, hidden contact options, or channel availability problems.
This open-ended question captures the specific obstacles or enablers customers encountered, whether it was finding your contact form, navigating phone menus, or locating live chat.
Knowing which channel customers attempted reveals where your contact accessibility needs improvement and helps prioritize infrastructure investments.
This identifies whether your contact options are discoverable from the places customers naturally look for help, exposing gaps in your support presence across different touchpoints.
When to Use This Question
SaaS Products: Survey users within 24 hours after they close a support ticket via in-app modal or follow-up email, capturing their experience while the interaction is still fresh and before frustration fades or intensifies.
E-commerce: Trigger the question immediately after a customer uses live chat or submits a contact form through an embedded widget on the confirmation page, measuring accessibility before they evaluate whether their issue was actually resolved.
Mobile Apps: Deploy 7 days after app installation through an optional in-app survey prompt, giving new users enough time to encounter a question or problem and attempt to find help, revealing onboarding friction points.
Web Apps: Ask within 2 hours of any help center visit or support page view via slide-in panel, identifying whether users who sought help could actually reach someone, separate from whether their problem was solved.
Digital Products: Survey customers 30 days after purchase through email with single-click rating, establishing a baseline for support accessibility across the entire customer journey, catching both users who needed help and those who avoided contact due to perceived difficulty.
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