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.
When to Use This Question
SaaS Products: Send immediately after ticket closure via in-app notification or email, while the support experience is still fresh in the customer's mind and they can provide accurate feedback about resolution difficulty before moving on to other tasks.
E-commerce: Trigger 24 hours after support ticket marked resolved through transactional email, giving customers time to verify their issue is truly fixed (like a return processed or refund received) while the interaction remains recent enough for detailed recall.
Mobile Apps: Display within 2 minutes of closing a support chat or help center interaction using an in-app modal overlay, catching users while they're still engaged with your app and can immediately rate their experience without switching contexts.
Web Apps: Deploy upon next login after ticket resolution (within 7 days maximum) via subtle slide-in banner at top of dashboard, ensuring users confirm their issue stayed resolved while they're actively using the product and can assess whether the fix actually worked in practice.
Digital Products: Launch 2-3 days post-resolution for technical issues through targeted email with single-click rating, allowing time for customers to test the solution thoroughly (like a download link fixed or account access restored) while preventing survey fatigue from asking too soon.
Related Questions
- How easy was it to complete your task?
- How easy was it to get your issue resolved?
- How easy was it to find what you needed?
- How much effort did it take to complete your purchase?
- How simple was the onboarding process?
- How easy was it to import your data?
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- How easy was it to use our product?
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- How easy was it to find what you were looking for?
- How easy was it to reach our customer support team?