How satisfied are you with how quickly we resolved your issue? Product Survey Question (+Answers)

Measure customer perception of your support team's efficiency and identify response time issues that could be driving frustration or churn.

Question type

Primary metric

Answer scale variations

Follow-Up Questions

Follow-up questions help you understand the "why" behind satisfaction scores and identify specific improvements. They transform a single data point into actionable insight about your support process.

Comparison table
Style	Options
Typical choice	Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied
Speed-focused	Much too slow Too slow Acceptable Fast Very fast
Expectation-based	Much slower than expected Slower than expected As expected Faster than expected Much faster than expected
Quality emphasis	Poor resolution time Below expectations Met expectations Good resolution time Excellent resolution time

This open-ended question captures specific friction points in your resolution process that satisfaction scores alone won't reveal.

Identifying what's working well helps you reinforce successful practices and recognize high-performing team members.

Understanding issue complexity helps you set realistic resolution time expectations and identify cases where speed didn't match difficulty level.

When to Use This Question

SaaS Products: Send within 24 hours of ticket closure via in-app notification or email, because satisfaction peaks when the resolution experience is still fresh and customers can provide actionable feedback on specific interaction details that fade quickly from memory.

E-commerce: Trigger 3-5 days after order delivery issue is marked resolved through follow-up email with direct survey link, as this timing allows customers to confirm the solution actually worked while maintaining emotional connection to their support experience.

Mobile Apps: Deploy immediately after in-app support chat closes via slide-up modal before exit, since mobile users expect instant interactions and capturing feedback at the exact moment of resolution yields 80% higher response rates than delayed follow-ups.

Web Apps: Schedule for 2 business days post-resolution through account dashboard banner and email, giving users time to verify the fix resolved their workflow blocker while preventing the typical 40% drop-off that occurs after one week.

Digital Products: Launch within 12 hours of support ticket status change to "resolved" via automated email with single-click rating, because digital product users frequently encounter multiple issues and you need to isolate feedback for each specific resolution before experiences blend together.

How satisfied are you with how quickly we resolved your issue? Product Survey Question

Question type

Primary metric

Answer scale variations

Follow-Up Questions

When to Use This Question

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