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Customer Support Experience Survey Template

Measure satisfaction, effort, and empathy after recent support interactions. Collect CSAT/CES insights in 2–3 minutes to boost CX and retention.

What's Included

AI-Powered Questions

Intelligent follow-up questions based on responses

Automated Analysis

Real-time sentiment and insight detection

Smart Distribution

Target the right audience automatically

Detailed Reports

Comprehensive insights and recommendations

Sample Survey Items

Q1
Multiple Choice
Which channel did you first use to contact support for this issue?
  • Email
  • Live chat
  • Phone
  • In‑app messaging
  • Social media
  • Self‑service portal/Help center
  • Other
Q2
Opinion Scale
How easy was it to get the help you needed?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q3
Opinion Scale
How satisfied are you with the speed of resolution so far?
Range: 1 – 10
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q4
Numeric
Including the first time, how many times did you contact us about this issue?
Accepts a numeric value
Whole numbers only
Q5
Multiple Choice
Which outcome best describes your most recent support interaction?
  • Resolved completely
  • Partially resolved
  • Not resolved yet
  • I decided not to continue
Q6
Matrix
Please rate your agreement with the following statements about the support agent(s) in your most recent interaction.
RowsStrongly disagreeDisagreeNeitherAgreeStrongly agree
Understood my issue•••••
Showed empathy and respect•••••
Communicated clearly•••••
Took ownership to move things forward•••••
Q7
Multiple Choice
Attention check: To confirm you’re paying attention, please select “I am paying attention.”
  • I am paying attention
  • I am not sure
  • I do not want to answer
Q8
Rating
Overall, how satisfied are you with the support you received?
Scale: 10 (star)
Min: Very dissatisfiedMax: Very satisfied
Q9
Rating
How likely are you to recommend our support experience to a friend or colleague?
Scale: 10 (star)
Min: Not at all likelyMax: Extremely likely
Q10
Multiple Choice
Which best describes your role?
  • Consumer/Individual
  • Business user
  • Team/Org admin
  • Developer/Engineer
  • Other
  • Prefer not to say
Q11
Multiple Choice
What is your age group?
  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q12
Multiple Choice
Where are you located?
  • United States
  • Canada
  • United Kingdom
  • European Union
  • Asia–Pacific
  • Latin America
  • Middle East & Africa
  • Other
  • Prefer not to say
Q13
Long Text
What is one thing we could improve about your support experience?
Max 600 chars
Q14
AI Interview
AI Interview: 2 Follow-up Questions on your support experience
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast
Q15
Chat Message
Thanks for your time—your feedback helps us improve.

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