Was your issue resolved to your satisfaction? Product Survey Question
Measure resolution effectiveness instantly and catch service gaps before they damage customer relationships and trust.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| Resolution-focused | Not resolved Fully resolved |
| Satisfaction emphasis | Not satisfied Completely satisfied |
| Problem-centric | Still have issues All issues resolved |
Follow-Up Questions
Getting a thumbs up or down tells you if you fixed the problem, but it doesn't tell you how to prevent similar issues or what made the difference. These follow-ups turn a simple yes/no into actionable insights about your support process.
This catches improvement opportunities from both satisfied and dissatisfied customers—even happy customers often have suggestions that can make your support faster or easier.
Identifies your support team's specific strengths so you can replicate what works across all interactions and train new team members on proven approaches.
Reveals the real cost of support issues beyond the immediate problem, helping you prioritize fixes based on customer impact rather than just ticket volume.
When to Use This Question
SaaS Products: Send immediately after a support ticket closes with an in-app notification or follow-up email within 2 hours, because satisfaction drops significantly if you wait—customers forget details and their frustration lingers while resolution satisfaction fades.
E-commerce: Trigger 3-5 days after a customer service interaction about returns, exchanges, or order issues via email with a direct link, because this timing catches customers after they've received replacements or refunds and can genuinely assess whether the entire resolution process worked for them.
Mobile Apps: Display as an optional modal or push notification within 24 hours after a user reports a bug or contacts support through in-app chat, because mobile users expect fast resolution cycles and asking while the experience is fresh captures authentic satisfaction levels before they churn.
Web Apps: Present through an embedded widget or exit survey immediately following a live chat session or help desk interaction, because you're measuring the effectiveness of your support team in real-time and can quickly identify which agents or processes need improvement.
Digital Products: Send within 48 hours after resolving technical issues, account problems, or feature questions via targeted email to the specific user segment, because this captures satisfaction while customers are actively using the fixed feature and helps you distinguish between resolution quality and the underlying product experience.
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