How satisfied are you with the support resolution? Product Survey Question

Measure how effectively your support team resolves customer issues and closes the loop on satisfaction after ticket resolution.

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
Resolution quality	Completely unresolved Poorly resolved Partially resolved Well resolved Perfectly resolved
Outcome-focused	Very unhappy with outcome Unhappy with outcome Neutral about outcome Happy with outcome Very happy with outcome
Expectation-based	Far below expectations Below expectations Met expectations Exceeded expectations Far exceeded expectations

Follow-Up Questions

Understanding what drives satisfaction or dissatisfaction with support resolution helps you identify specific areas for improvement in your support process. These follow-ups capture the context and reasoning behind each rating, turning scores into actionable insights.

This open-ended question captures the specific moments, interactions, or outcomes that shaped their experience, giving you concrete examples of what worked or what fell short.

Knowing which dimension customers prioritize helps you focus improvement efforts on the factors that actually drive satisfaction for your user base.

This question uncovers missed opportunities and process gaps, especially valuable when someone rates their experience as less than satisfactory.

When to Use This Question

SaaS Products: Deploy immediately after ticket closure via in-app notification or follow-up email, capturing sentiment while the support interaction is still fresh in the customer's mind and increasing response rates by catching users during active product sessions.

E-commerce: Trigger 24-48 hours after return/refund processed through automated email sequence, giving customers time to confirm the resolution worked and providing a clear touchpoint that feels natural rather than pushy while their issue is resolved.

Mobile Apps: Present within 1 hour of marking a support conversation as resolved using lightweight in-app modal on next session, maximizing completion rates by reaching users when they're already engaged and the support experience is immediately top-of-mind.

Web Apps: Send within 3-5 hours of support agent closing the ticket via email with single-click rating options, balancing immediacy with user convenience and allowing customers to respond without needing to log back into the platform.

Digital Products: Launch immediately upon confirming bug fix deployment or feature request implementation through targeted notification to affected users, demonstrating responsiveness and capturing satisfaction when customers can verify the actual resolution rather than just the communication quality.

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