Was the support agent polite and respectful? Product Survey Question
Measure the professional courtesy and respect your support team shows customers—a fundamental driver of satisfaction and repeat business.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| More emphatic | Not at all Absolutely |
| Behavior-focused | Unprofessional Professional |
| Experience-based | Did not meet expectations Met expectations |
| Direct assessment | Disrespectful Respectful |
Follow-Up Questions
Understanding the baseline behavior is just the first step. These follow-up questions help you identify patterns in exceptional service and pinpoint training opportunities when interactions fall short.
This captures the actual behaviors that customers notice—whether it's greeting style, tone during problem-solving, or how the agent handled frustration—giving you concrete examples to reinforce or address in coaching.
This breaks politeness into specific touchpoints across the conversation, helping you identify whether issues cluster around openings, problem-solving, or closings—making training more targeted than generic "be polite" feedback.
When to Use This Question
SaaS Products: Send immediately after a support ticket is closed via in-app notification or email footer, while the interaction is still fresh in the customer's mind and they can provide accurate feedback on the agent's demeanor.
E-commerce: Trigger within 24 hours of a customer service chat or phone call through an SMS or email survey link, catching customers when they've had time to reflect but before details fade, helping identify agents who excel at de-escalation during returns or order issues.
Mobile Apps: Display as an optional modal after closing a help center conversation, allowing users to quickly rate politeness before returning to their task, which increases response rates and captures genuine emotional reactions to the support experience.
Web Apps: Send 2-3 days after a complex technical support case is resolved through a targeted email to enterprise clients, giving decision-makers time to assess whether the agent maintained professionalism throughout multiple touchpoints and escalations.
Digital Products: Include as the final question in a post-purchase support survey delivered via confirmation page redirect, capitalizing on the customer's engagement moment to assess whether the agent's courtesy influenced their overall satisfaction and likelihood to return.
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