How satisfied are you with the communication you received from us? Product Survey Question (+Answers)

Track satisfaction with your communication effectiveness and identify gaps that could be creating customer confusion or frustration before they escalate.

Question type

Primary metric

Answer scale variations

Follow-Up Questions

Understanding why someone rates your communication a certain way reveals the specific touchpoints, channels, or messages that need improvement or should be replicated. These follow-ups help you identify whether issues stem from frequency, clarity, timing, or channel preference.

Comparison table
Style	Options
Typical choice	Very dissatisfied Dissatisfied Neutral Satisfied Very satisfied
Clarity-focused	Very unclear Unclear Acceptable Clear Very clear
Effectiveness-based	Not effective at all Not effective Somewhat effective Effective Very effective
Quality-oriented	Poor communication Below expectations Meets expectations Good communication Excellent communication

This catches the exact friction points—whether it's too many emails, unclear messaging, poor timing, or missing information—that numerical scores alone can't reveal.

This shows you which communication channels and content types actually matter to your audience, so you can prioritize resources on what drives value rather than what you assume is important.

This reveals channel preferences so you can meet customers where they actually want to be reached, reducing communication friction and improving engagement rates.

When to Use This Question

SaaS Products: Send this within 24 hours after resolving a support ticket via automated email, while the interaction is fresh in the customer's mind and they can accurately assess response times and clarity.

E-commerce: Deploy this immediately after a customer service chat or phone call using a post-interaction pop-up or SMS, capturing satisfaction with how staff explained policies, shipping updates, or return processes before details fade.

Mobile Apps: Trigger this after users complete their first transaction or reach a key milestone through an in-app modal, measuring whether onboarding communications and feature explanations were clear enough to drive successful adoption.

Web Apps: Launch this 7 days after sending major product updates or feature announcements via in-app banner or targeted email, gauging whether your changelog communications and educational content effectively prepared users for changes.

Digital Products: Present this following a customer inquiry about billing, subscriptions, or technical issues through a follow-up email within 48 hours, assessing whether your response addressed their concerns completely and in language they could understand without creating more confusion.

How satisfied are you with the communication you received from us? Product Survey Question

Question type

Primary metric

Answer scale variations

Follow-Up Questions

When to Use This Question

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