How easy was it to get your issue resolved by our support team? Product Survey Question
Track how much effort users have to expend to solve problems with your support team and identify friction points that could turn satisfied customers into frustrated ones.
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 |
| Process-focused | Took excessive effort Took considerable effort Took some effort Moderate effort Took little effort Took minimal effort Took no effort at all |
Follow-Up Questions
Understanding why customers found support easy or difficult helps you identify specific pain points in your resolution process. These follow-up questions dig into the concrete factors that shaped their experience.
This open-ended question captures the specific moments, interactions, or friction points that defined their support experience, giving you actionable insights about what's working and what's not.
Identifying what customers appreciated most helps you understand your support team's strengths and what to protect as you scale or make process changes.
Contact frequency often correlates directly with effort scores and reveals whether issues are being resolved in one interaction or require exhausting back-and-forth.