How satisfied are you with the response time? Product Survey Question

Measure how quickly your team meets user expectations and spot friction points in your support workflow before they turn into churn risks.

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
Speed-focused	Much too slow Too slow Acceptable Fast Very fast
Expectation-based	Far below expectations Below expectations Met expectations Exceeded expectations Far exceeded expectations
Quality-focused	Poor Below average Average Good Excellent

Follow-Up Questions

Understanding why someone gave a particular satisfaction score is often more valuable than the score itself. These follow-up questions help you move from knowing someone is satisfied or dissatisfied to understanding the specific factors driving their rating and what you can do about it.

This open-ended question captures the real story behind the number—whether they're praising your speed, frustrated by delays, or comparing you to competitors.

Different customers care about different things—some want immediate acknowledgment even if resolution takes longer, while others prioritize actual problem-solving speed over quick replies.

This reveals whether you have an execution problem or an expectations problem—a 3-star rating could mean you're slow or that you've set unrealistic expectations through your marketing.

When to Use This Question

SaaS Products: Deploy immediately after support ticket resolution via in-app modal or email follow-up within 2 hours, catching sentiment while the interaction is fresh and users can accurately assess whether your response speed met their expectations.

E-commerce: Trigger 24 hours after customer service chat or email thread closes through transactional email with single-click rating, measuring whether your team's response velocity matches the fast-paced expectations of online shoppers who compare you to competitors.

Mobile Apps: Launch right after in-app support message exchange ends using native notification or subtle bottom sheet, capturing real-time feedback on response latency before users context-switch to other activities and forget the interaction details.

Web Apps: Send within 4 hours of closing a support conversation via lightweight email survey or dashboard notification, evaluating if your turnaround time aligns with user urgency levels and identifying which response windows satisfy different customer segments.

Digital Products: Present after any customer inquiry reaches resolution status through embedded widget on confirmation page or automated SMS, testing whether your communication speed meets the instant-gratification standards users expect from digital-first businesses and highlighting bottlenecks in your support workflow.

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