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.