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.
When to Use This Question
SaaS Products: Survey immediately after a support ticket is resolved or within 1 hour of closing a chat conversation, delivered via in-app notification or email follow-up, because you're capturing the experience while friction points are still fresh and customers can provide actionable feedback on specific accessibility barriers.
E-commerce: Trigger within 24 hours after a customer contacts support about an order issue or return, sent through transactional email or SMS, because timing matters most when customers are evaluating whether to complete their purchase or abandon their cart based on how easy you were to reach.
Mobile Apps: Display after the first support interaction or when users exit your help section without submitting a request, using an in-app modal or push notification within 2 hours, because you'll identify whether users are getting stuck before they even reach your team and can optimize contact methods.
Web Apps: Survey within 30 minutes after a live chat session ends or immediately following a support call, embedded as a slide-in widget on your dashboard or sent via automated email, because response rates drop significantly after this window and you need accurate data on channel accessibility while the experience is still top of mind.
Digital Products: Ask after customers use self-service resources like knowledge bases or FAQs, or following any support touchpoint within 12 hours, delivered through email with single-click response or embedded post-interaction survey, because this reveals whether your self-service options are actually accessible or if customers struggled to find human support when they needed it most.
Related Questions
- How easy was it to complete your task?
- How easy was it to get your issue resolved?
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- How easy was it to contact us when you needed help?
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- How easy was it to get your issue resolved by our support team?