Operations Support Service Quality & NPS Survey

Welcome to the Operations Support Feedback Survey. We want to understand your recent experience working with the Operations team so we can continuously improve our service. This survey takes approximately 11 minutes to complete. Your participation is voluntary, and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. All responses are confidential and will be reported in aggregate only. Please click 'Next' to begin.

How many times did you interact with the Operations team in the past 30 days?

• 0
• 1–2
• 3–5
• 6–10
• 11 or more

Which channel did you primarily use for your most recent interaction?

• Email
• Ticketing system
• Chat / IM
• Phone
• In person
• Other

Which of the following best describes the type of request?

• Access or permissions
• Incident or break/fix
• Service request
• How-to or guidance
• Change request
• Other (please specify)

How would you describe the urgency of this request?

• Routine (no specific deadline)
• Time-sensitive (needed within a few days)
• Urgent (same-day or next-day needed)

Was your request resolved on the first attempt?

• Yes
• No
• Not applicable

Approximately how long did it take to resolve your request?

• Same day
• 1–2 business days
• 3–5 business days
• 6–10 business days
• More than 10 business days
• Still unresolved

How satisfied were you with the speed at which your request was resolved?

Approximately how many back-and-forth exchanges occurred before your request was resolved?

• 0 (resolved immediately)
• 1–2
• 3–5
• 6–10
• 11 or more

How satisfied were you with the timeliness of updates and status communications?

How satisfied were you with the clarity of the information provided?

How satisfied were you with how proactively the team kept you informed?

How would you rate the overall professionalism of the Operations staff you interacted with?

Which of the following behaviors did you observe during your interaction? Select all that apply.

• Courteous and respectful
• Listens actively
• Explains decisions clearly
• Solution-oriented
• Took ownership
• Seemed rushed
• Dismissive
• Used heavy jargon (hard to follow)
• None of the above

Please rank the following aspects by importance when working with Operations (1 = most important).

1. Speed of resolution
2. Clear communication
3. Accuracy and quality of solution
4. Professional demeanor
5. Ownership and accountability

How likely are you to recommend the Operations team to a colleague?

What is one change that would most improve your experience with Operations support?

We'd like to understand your experience in a bit more depth. An AI moderator will ask you a couple of brief follow-up questions based on your responses.

What is your primary department or function?

• Product / Engineering
• Sales
• Marketing
• Finance
• HR
• Operations
• Customer Support
• Legal / Compliance
• Other

Which best describes your role level?

• Individual contributor
• People manager
• Director / Executive
• Other

How long have you been with the organization?

• Less than 6 months
• 6–12 months
• 1–2 years
• 3–5 years
• 6+ years

Where are you primarily located?

• Americas
• EMEA
• APAC
• Other

Thank you for your time — your feedback helps us continuously improve Operations support. All responses are confidential and will be reported in aggregate only. You may close this window now.