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
| 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.