How easy was it to reach our customer support team? Product Survey Question
Measure the friction in your support access process and identify barriers that prevent customers from getting help when they need it most.
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 |
| Expectation-based | Much harder than expected Harder than expected Somewhat harder As expected Somewhat easier Easier than expected Much easier than expected |
| Effort-focused | Required too much effort Required significant effort Required some effort Moderate effort Required little effort Required minimal effort Required no effort |
Follow-Up Questions
Getting to support is half the battle. These follow-ups help you understand whether ease of contact actually led to resolution, and what channels or barriers matter most to your users.
This open-ended question captures the specific friction points or success factors in your contact process that ratings alone can't reveal.
Channel performance varies widely, and this lets you identify which contact methods create the most friction for customers trying to get help.
Easy access means nothing if it doesn't lead to resolution, so this connects effort to outcome and reveals where easy contact still fails to deliver results.