How easy was it to get your issue resolved? Product Survey Question
Measure the friction in your support process and identify where customers struggle, so you can streamline resolution paths and reduce support costs.
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 intense | Extremely difficult Very difficult Difficult Neither easy nor difficult Easy Very easy Extremely easy |
| Effort-focused | Required a lot of effort Required significant effort Required some effort Required moderate effort Required little effort Required minimal effort Required no effort at all |
| Process-focused | Very complicated Complicated Somewhat complicated Straightforward Quite simple Simple Very simple |
Follow-Up Questions
Understanding why customers experienced high or low effort helps you replicate successes and eliminate friction points. Follow-up questions turn a numeric score into actionable process improvements. These questions work best when triggered only for scores of 3 or below (high effort) and 6 or above (low effort) to avoid survey fatigue.
This open-ended follow-up for low scores captures the specific friction points customers encountered, revealing whether problems stem from agent knowledge gaps, system limitations, or process complexity.
This categorical question identifies which stage of your support journey creates the most friction, letting you prioritize improvements where they'll have the biggest impact on reducing effort.
For high-effort scores, this question reveals what your support team did right so you can replicate those behaviors and train other agents on successful resolution patterns.
When to Use This Question
SaaS Products: Send immediately after a support ticket is marked "resolved" via in-app notification or follow-up email, capturing the customer's fresh experience. This timing matters because friction details fade quickly—you need to know if your resolution process actually worked while the pain points are still clear.
E-commerce: Deploy within 24 hours of a return/exchange being processed through post-transaction email, measuring how smooth your customer service recovery was. This works because returns are high-anxiety moments—understanding the ease of resolution helps you turn potentially negative experiences into loyalty-building opportunities.
Mobile Apps: Trigger right after a user receives a response from in-app support or completes a help center interaction via slide-up modal on next app open, catching the resolution experience while it's immediate. The placement works because users are already in the app context where the issue occurred, making the feedback more specific and actionable.
Web Apps: Present within 2-3 hours after a live chat session ends or a support email thread closes using persistent bottom-corner prompt on their next login, ensuring you measure the complete resolution journey. This timing captures whether your fix actually stuck—sometimes issues seem resolved but resurface, and this window catches both immediate and delayed friction.
Digital Products: Send after the customer confirms their issue is resolved (not when you close the ticket) through targeted email with single-click rating, respecting that resolution is defined by customer satisfaction, not internal status changes. This approach works because it acknowledges that "resolved" means the customer's problem is actually solved, giving you honest feedback on effectiveness rather than just process completion speed.
Related Questions
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- How easy was it to get your issue resolved by our support team?