How satisfied are you with how quickly we resolved your issue? Product Survey Question
Measure customer perception of your support team's efficiency and identify response time issues that could be driving frustration or churn.
Question type
Rating scale 1-5
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| 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 |
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.
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.