How satisfied are you with your help experience? Product Survey Question

Measure the quality of your support interactions in real-time and identify service gaps before they erode customer loyalty and trust.

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
More emphatic	Not satisfied at all Not satisfied Neutral Satisfied Completely satisfied
Experience-focused	Poor experience Below expectations Met expectations Good experience Excellent experience
Quality of help	Unhelpful Somewhat unhelpful Neutral Somewhat helpful Very helpful

Follow-Up Questions

Understanding what drives satisfaction or dissatisfaction with support experiences helps you prioritize the improvements that matter most to your customers. These follow-up questions capture the specific context and reasoning behind each rating.

This pinpoints which aspect of the support experience most influenced their rating, helping you identify whether to focus on speed, solution quality, or interpersonal factors.

This open-ended question uncovers specific pain points and missed opportunities that structured questions might miss, especially valuable for understanding lower ratings.

These descriptors reveal the tradeoffs customers perceive in your support approach—whether speed comes at the cost of thoroughness, or friendliness without effectiveness.

When to Use This Question

SaaS Products: Send within 2 hours after a support ticket is closed via in-app notification or email, capturing satisfaction while the interaction is still fresh and before users move on to other tasks—this timing maximizes response rates because the experience hasn't faded from memory yet.

Web Apps: Trigger immediately after a live chat session ends using a modal overlay that appears on the same page, making it effortless for users to rate their experience without navigating away—the zero-friction placement significantly improves completion rates when frustration or delight is at its peak.

Mobile Apps: Display within 24 hours of closing a help ticket as a push notification that opens to an in-app survey, reaching users when they're naturally using your app again and can quickly provide feedback—mobile users respond better to native notifications than emails for support satisfaction.

E-commerce: Present right after a customer service interaction concludes through an embedded survey on the order status page, catching shoppers when they're already checking their order and naturally engaged with your platform—placement on a frequently-visited page ensures visibility without feeling intrusive.

Digital Products: Show within 6 hours of resolving a help request via email with a one-click rating option, giving users enough time to test whether the solution actually worked while keeping the interaction recent enough to remember details—the one-click format respects their time and dramatically increases participation compared to multi-step surveys.

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