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.