How satisfied are you with the customer service you received? Product Survey Question

Measure the human element of your product experience and pinpoint service quality issues before they drive customers to competitors.

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
Service quality	Poor service Below expectations Acceptable Good service Excellent service
Experience-focused	Very negative experience Negative experience Neutral experience Positive experience Very positive experience
More emphatic	Extremely dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Extremely satisfied
Support outcome	Did not help at all Helped a little Helped somewhat Helped well Helped completely

Follow-Up Questions

Understanding how customers feel about service is just the start—knowing what shaped that feeling turns scores into improvements. These follow-up questions help you identify specific strengths to replicate and pain points to address.

This open-ended follow-up captures the concrete moments and interactions that drove the customer's rating, giving you actionable context that scores alone can't provide.

Breaking down service into specific dimensions shows you exactly where your team excels or needs support, making training and process improvements much more targeted.

This question turns every response—positive or negative—into a learning opportunity by asking customers what would have made their experience even better.

When to Use This Question

SaaS Products: Send immediately after support ticket resolution via in-app notification or follow-up email, because customers can accurately assess their experience while the interaction is still fresh and specific details haven't faded.

E-commerce: Trigger 3-5 days after delivery confirmation through transactional email with one-click rating, since this captures both product satisfaction and any support interactions that occurred during the fulfillment process.

Mobile Apps: Display within 24 hours of completing a help center interaction or chat session as an optional modal after closing the support window, because the friction is low when they're already engaged and the experience is immediately top-of-mind.

Web Apps: Launch within 2 hours of resolving a live chat or email thread using a slide-in widget on your platform's main dashboard, as users are likely still logged in and can provide authentic feedback before moving on to other tasks.

Digital Products: Deploy immediately after closing a support ticket marked as "resolved" through embedded survey in the ticket confirmation page, because this catches customers at the exact moment they've formed an opinion about whether their issue was actually solved and how they felt about the process.

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