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Customer Experience

Post-Support Interaction CSAT, CES & NPS Survey

Measures customer effort, satisfaction, and loyalty immediately after a support interaction. Designed for CX teams seeking actionable CSAT, CES, and NPS benchmarks in under 3 minutes.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

18 questions · ~9 min
Q01
Message

Thank you for reaching out to our support team. We'd like to ask a few questions about your recent experience. This survey takes approximately 9 minutes. Your responses are confidential and will be reported in aggregate to help us improve our support. There are no right or wrong answers — we value your honest opinions. Participation is completely voluntary, and you may stop at any time.

Q02
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
Q03
Opinion Scale

The company made it easy for me to resolve my issue.

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q04
Message

We'd like to understand how the support agent(s) handled your interaction. Please rate your agreement with each statement.

Q05
Opinion Scale

Overall, how satisfied are you with the support you received?

Scale: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q06
Long Text

What is one thing we could improve about your support experience?

Q07
Multiple Choice

Which of the following best describes your role?

  • Consumer / Individual
  • Business user
  • Team / Org admin
  • Developer / Engineer
  • Other
  • Prefer not to say
Q08
Message

Thank you for taking the time to share your feedback — it directly helps us improve your support experience.

Q09
Multiple Choice

Which outcome best describes your most recent support interaction?

  • Resolved completely
  • Partially resolved
  • Not resolved yet
  • I decided not to continue
Q10
Opinion Scale

How satisfied are you with the speed at which your issue was handled?

Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q11
Opinion Scale

The support agent understood my issue.

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q12
Opinion Scale

How likely are you to recommend our support experience to a friend or colleague?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q13
AI Interview

We'd love to learn more about your experience. Our AI assistant will ask a couple of brief follow-up questions based on your responses.

Q14
Multiple Choice

What is your age group?

  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q15
Dropdown

Including the first time, how many times did you contact us about this issue?

  • 1 (this was my first contact)
  • 2
  • 3
  • 4
  • 5 or more
Q16
Opinion Scale

The support agent was empathetic and respectful.

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q17
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
Q18
Opinion Scale

The support agent communicated clearly and kept me informed.

Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree

What’s included

  • AI follow-ups

    Adaptive probes on open-ended answers that pull out detail a static form would miss.

  • Attention checks

    Built-in safeguards against rushed answers and low-quality respondents.

  • AI-drafted copy

    Wording, ordering, and branching written by the AI — tuned to your research goal.

  • Auto report

    Themes, quotes, and a plain-English summary write themselves once responses come in.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Combines all three core support metrics (CES, CSAT on speed, agent-level satisfaction, and NPS) in a single structured flow rather than a generic satisfaction-only form
  • Separates issue resolution effort from agent-specific empathy, clarity, and understanding, so CX teams can pinpoint whether problems are process-driven or agent-driven
  • Includes an AI follow-up interview that can probe open-ended feedback in real time, going beyond a single static 'what could we improve' text box
  • Captures contact channel, repeat-contact count, and outcome up front, giving benchmarking context (channel/repeat-contact effects on CSAT/CES) that flat satisfaction templates typically omit

SurveyMonkey

Customer Support Satisfaction Survey Template

A fielding-ready, static template focused on general support satisfaction. It's backed by SurveyMonkey's broad distribution and analytics tooling, but the question set itself appears to be a fixed satisfaction survey rather than one combining CES, CSAT, and NPS with agent-level breakdowns.

What it does well

  • Established survey platform with mature distribution and reporting tools
  • Simple, ready-to-use template requiring no build time
  • Broad brand recognition, likely easing respondent trust

Where it falls short

  • Static question set with no adaptive AI follow-up probing on open-ended answers
  • No indication of separate effort (CES) vs. agent-empathy vs. loyalty (NPS) breakdown in one flow
  • No published methodology or prompt transparency for how satisfaction is scored

Jotform

200+ Customer Satisfaction Evaluation Forms

This is a category/listing page aggregating 200+ separate form templates, not a single fielding-ready CSAT/CES/NPS survey. Useful as a form-building starting point, but a researcher would need to pick and customize an individual form rather than deploy one purpose-built instrument.

What it does well

  • Large library of customizable form templates to choose from
  • Jotform's drag-and-drop builder allows quick edits to any selected form
  • Supports embedding forms across many channels/websites

Where it falls short

  • Not a single ready-to-field survey — requires browsing and selecting from many generic forms
  • No built-in adaptive AI interviewing or voice-based follow-up
  • No automated per-response quality scoring or transparent scoring methodology

QuestionPro

Customer Support Service Evaluation Survey Template

A dedicated, fielding-ready support evaluation template from an established survey vendor. It likely covers standard satisfaction and service-quality questions, but as a static questionnaire it doesn't appear to include adaptive interviewing or voice-based follow-up.

What it does well

  • Purpose-built for support/service evaluation specifically
  • Backed by QuestionPro's established survey logic and reporting features
  • Likely includes standard demographic and service-quality question banks

Where it falls short

  • Static multiple-choice/rating format with no adaptive AI-driven follow-up questions
  • No voice AI interview option for richer qualitative capture
  • No transparent, published prompt/scoring methodology for open-ended responses

SurveySparrow

FREE Customer Satisfaction Survey Template

A free, conversational-style CSAT template, consistent with SurveySparrow's chat-like survey UI. It's a general satisfaction survey rather than one explicitly structured around CES + agent-level breakdown + NPS in a single post-support flow.

What it does well

  • Conversational, chat-style survey format that can feel more engaging than static forms
  • Free to use, lowering the barrier to start collecting feedback
  • SurveySparrow's platform supports omnichannel distribution

Where it falls short

  • No adaptive AI interview or voice AI follow-up on open-ended feedback
  • No automated quality scoring of individual responses
  • No visible integration of CES, agent-specific satisfaction, and NPS into one unified post-support instrument

Ready to launch?

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