SMS Customer Support Satisfaction & Channel Preference Survey
Evaluates customer satisfaction, resolution effectiveness, response time perceptions, and channel preferences for two-way SMS support interactions, providing actionable insights to optimize text-based service delivery.
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
Template Overview
20
Questions
AI-Powered
Smart Analysis
Ready-to-Use
Launch in Minutes
This professionally designed survey template helps you gather valuable insights with intelligent question flow and automated analysis.
Sample Survey Items
Q1
Chat Message
Thank you for participating in this survey about your experiences with two-way SMS customer support. By "two-way SMS," we mean text conversations where you and a company exchange messages to resolve a support need (not one-way marketing alerts or notifications).
This survey takes approximately 5–7 minutes to complete. Your participation is entirely voluntary, and you may stop at any time. All responses are confidential and will be reported only in aggregate. There are no right or wrong answers — we are simply interested in your honest opinions.
Please think about your SMS support interactions from the past 6 months as you respond.
Q2
Multiple Choice
In the past 6 months, have you used two-way SMS (text messaging) for customer support?
Yes
No
Not sure
Q3
Dropdown
Approximately how many SMS support conversations have you had in the past 6 months?
1
2–3
4–6
7–10
More than 10
Q4
Multiple Choice
How did your most recent SMS support conversation begin?
I texted the company first (using a published number or short code)
The company texted me first (e.g., after I requested help online)
I started on a website or app and it transitioned to SMS
A phone agent invited me to switch to SMS
Other (please specify)
Q5
Multiple Choice
What were you trying to accomplish via SMS support? Select all that apply.
Get a status update (order, delivery, appointment)
Troubleshoot a product or service issue
Change or cancel an order or appointment
Billing or payments question
Account verification or security check
Password or account access help
General product or service question
Schedule or reschedule an appointment
Other (please specify)
Q6
Opinion Scale
Thinking about your most recent SMS support interaction, how satisfied are you with the overall experience?
Range: 1 – 7
Min: Not at all satisfiedMid: NeutralMax: Extremely satisfied
Q7
Opinion Scale
How easy was it to explain your issue or request via SMS?
Range: 1 – 7
Min: Very difficultMid: NeutralMax: Very easy
Q8
Opinion Scale
How clear and helpful were the agent's responses?
Range: 1 – 7
Min: Not at all clear or helpfulMid: NeutralMax: Extremely clear and helpful
Q9
Opinion Scale
How would you rate the agent's courtesy and professionalism?
Range: 1 – 7
Min: Very poorMid: NeutralMax: Excellent
Q10
Multiple Choice
Was your issue fully resolved through SMS?
Yes, completely
Partially
No
Not applicable
Q11
Dropdown
What was the typical response time from the support agent during your most recent SMS conversation?
Under 1 minute
1–2 minutes
3–5 minutes
6–10 minutes
11–30 minutes
More than 30 minutes
Not sure / it varied
Q12
Opinion Scale
If you needed customer support again, how likely would you be to choose SMS?
Range: 1 – 7
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q13
Opinion Scale
On a scale of 0 to 10, how likely are you to recommend SMS support to a friend or colleague?
Range: 0 – 10
Min: Not at all likelyMid: NeutralMax: Extremely likely
Q14
Ranking
Please rank the following support channels from most preferred (1) to least preferred (6) for resolving a straightforward issue.
Based on your responses in this survey, what could be improved about the SMS support experience, and what worked particularly well?
Max chars
Q16
AI Interview
We'd like to understand more about your SMS support experience. An AI moderator will ask a few brief follow-up questions based on your earlier answers.
AI InterviewLength: 3Personality: [Object Object]Mode: Fast
Reference questions: 5
Q17
Multiple Choice
What is your age group?
Under 18
18–24
25–34
35–44
45–54
55–64
65+
Prefer not to say
Q18
Dropdown
In which country or region do you currently live?
United States
United Kingdom
Canada
Australia
Germany
France
India
Brazil
Mexico
Japan
Other (please specify)
Q19
Multiple Choice
How do you describe your gender identity?
Woman
Man
Non-binary
Prefer not to say
Q20
Chat Message
Thank you for completing this survey! Your feedback will be used to improve SMS customer support experiences. If you have any questions about this research, please contact the research team.
Frequently Asked Questions
What is QuestionPunk?
QuestionPunk is a lightweight survey platform for live AI interviews you control. It's fast, flexible, and scalable—adapting every question in real time, moderating responses across languages, letting you steer prompts, models, and flows, and even generating surveys from a simple prompt. Get interview-grade insight with survey-level speed across qual and quant.
How do I create my first survey?
Sign up, then decide how you want to build: let the AI generate a survey from your prompt, pick a template, or start from scratch. Choose question types, set logic, and preview before sharing.
How can I share surveys with my team?
Send a project link so teammates can view and collaborate instantly.
Can the AI generate a survey from a prompt?
Yes. Provide a prompt and QuestionPunk drafts a survey you can tweak before sending.
How long does support typically take to reply?
We reply within 24 hours—often much sooner. Include key details in your message to help us assist you faster.
Can I export survey results?
Absolutely. Export results as CSV straight from the results page for quick data work.