Support satisfaction survey

This template helps you understand whether the conversation solved the customer's need, whether the explanation was clear, and how much effort it took to get there.

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When to use this template

Send it right after the ticket or conversation is closed. If resolution depends on another team, wait until the customer can confirm whether the solution worked.

For a broader customer service evaluation, compare it with the customer service satisfaction template.

Ready-to-use questions

1. Did support resolve what you needed?
   • Yes, completely
   • Partly
   • Not yet
2. How satisfied were you with this support experience?
3. Was the explanation easy to understand?
4. How much effort did you have to make to resolve the issue?
5. What would have made this support experience better?
6. Is there anything else you would like to share about the conversation? (optional)

How to adapt the questions

Keep the event singular: “this support experience,” “this conversation,” or “this ticket.” That keeps the response focused on one experience.

If your product uses tickets, add the subject internally instead of asking the customer to type it again. Use one short open-ended question to learn the reason for the score.

How to read the responses

Start with responses where support did not resolve the issue. Then separate effort, clarity, and satisfaction: a customer may receive a good explanation and still face a difficult task.

The NPS, CSAT, and CES comparison helps you choose which metric to track at each moment, and the CSAT calculator checks the satisfaction rate.

Common mistakes

• Asking for a rating before the conversation ends.
• Using only one score without asking why.
• Measuring the agent when the question should evaluate the process.
• Comparing teams with very different subjects and difficulty levels.
• Penalizing the team for a score without reading the context.

Next step

Start with resolution, satisfaction, and one open-ended question. Choose one recurring reason each week and agree with the team on an experiment to test.

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