How satisfied are you with our support team? Product Survey Question

Measure how well your support team meets customer expectations and identify service gaps before they erode trust and loyalty.

Question type

Rating scale 1-5

Primary metric

CSAT (Customer Satisfaction Score)

Answer scale variations

Comparison table
Style	Options
Typical choice	Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied
More emphatic	Not satisfied at all Not satisfied Neutral Satisfied Completely satisfied
Quality-focused	Poor support Below average Average Good support Excellent support
Experience-based	Very unhappy Unhappy Neutral Happy Very happy

Follow-Up Questions

Understanding why customers rate your support team a certain way is crucial for improving service quality. These follow-up questions help you identify specific pain points, uncover training opportunities, and understand which aspects of your support experience matter most to your customers.

This open-ended question captures specific, actionable feedback about service gaps and improvement opportunities directly from customers who just rated their experience.

Identifying which support dimensions drive satisfaction helps you prioritize training investments and process improvements where they'll have the greatest impact on customer experience.

Understanding satisfaction by support channel reveals which communication methods work best for your customers and where channel-specific improvements are needed.

When to Use This Question

SaaS Products: Within 24 hours after a support ticket is closed, trigger an in-app modal or email survey, capturing feedback while the interaction is still fresh and increasing response rates by 40-60% compared to delayed surveys.

E-commerce: After every third customer service interaction or following high-value purchase support (orders over $200), deploy via post-chat widget or follow-up SMS, helping you identify support quality issues before they impact retention and lifetime customer value.

Mobile Apps: Immediately after in-app support chat sessions end, present as a native slide-up panel from the bottom of the screen, leveraging the mobile-first context where users expect quick interactions and can respond in under 10 seconds.

Web Apps: Following critical support moments like billing issues, technical troubleshooting, or onboarding assistance during the first 14 days, embed directly in the help center sidebar or support portal, making it contextually relevant when users are already evaluating their experience.

Digital Products: After major milestone support interactions such as setup assistance, feature requests, or bug reports, send via personalized email with the customer's support agent's name in the subject line, boosting open rates by 25-35% and connecting satisfaction directly to individual team performance.

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