Two-Way SMS Customer Support Survey Template

Use this free survey template to gather feedback on text support. Measure satisfaction, response time, and resolution to improve two-way SMS customer service.

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

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

Chat Message

By “two‑way SMS,” we mean text conversations where you and a company exchange messages to resolve a support need (not marketing alerts). Please think about interactions in the last 6 months.

Multiple Choice

In the past 6 months, have you used two‑way SMS for customer support?

Yes
No
Not sure

Numeric

About how many SMS support conversations did you have in the past 6 months?

Accepts a numeric value

Whole numbers only

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)
I started on a website/app and it moved to SMS
A phone agent invited me to switch to SMS

Multiple Choice

What did you try to do via SMS support? Select all that apply.

Get a status update
Troubleshoot an 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

Matrix

Please rate your most recent SMS support experience.

Rows	Very poor	Poor	Fair	Good	Excellent	Not applicable
Overall satisfaction	•	•	•	•	•	•
Speed of responses	•	•	•	•	•	•
Clarity of messages	•	•	•	•	•	•
Helpfulness in resolving the issue	•	•	•	•	•	•
Friendliness or tone	•	•	•	•	•	•
Ease of sharing info (e.g., photos, codes)	•	•	•	•	•	•
Ability to reach a human agent when needed	•	•	•	•	•	•
Security and trust in the conversation	•	•	•	•	•	•

Multiple Choice

Was your issue resolved through SMS?

Yes, completely
Partially
No
Not applicable

Dropdown

Typical response time you experienced from the agent during the conversation:

Under 1 minute
1-2 minutes
3-5 minutes
6-10 minutes
11-30 minutes
More than 30 minutes
Not sure / varies

Multiple Choice

Attention check: Please select “I am paying attention.”

I am paying attention
I am not paying attention

Q10

Opinion Scale

Assuming you need support again, how likely are you to use SMS next time?

Range: 1 – 10

Min: Not at all likelyMid: NeutralMax: Extremely likely

Q11

Ranking

Rank these support channels from most to least preferred for resolving a straightforward issue.

Drag to order (top = most important)

SMS / text messaging
Phone call
Live chat on website/app
Email
Messaging app (e.g., WhatsApp)
In‑app automated assistant/bot

Q12

Long Text

What, if anything, was frustrating about your SMS support experience?

Max 600 chars

Q13

Long Text

What worked particularly well during SMS support that we should keep or expand?

Max 600 chars

Q14

Long Text

Anything else you’d like to share about your SMS support experiences?

Max 600 chars

Q15

AI Interview

AI Interview: 2 Follow-up Questions on your SMS support experience

AI InterviewLength: 2Personality: [Object Object]Mode: Fast

Reference questions: 13

Q16

Multiple Choice

What is your age group?

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

Q17

Short Text

Country/region where you currently live:

Max 100 chars

Q18

Multiple Choice

Gender identity:

Woman
Man
Non-binary
Prefer not to say

Q19

Multiple Choice

Highest level of education completed:

Less than high school
High school or equivalent
Some college/no degree
Associate degree
Bachelor’s degree
Master’s degree
Doctorate or professional degree
Prefer not to say

Q20

Multiple Choice

Current employment status:

Employed full-time
Employed part-time
Self-employed
Unemployed and seeking work
Not seeking work at this time
Student
Retired
Prefer not to say

Q21

Chat Message

Thanks for completing the survey! Your feedback helps improve SMS support for everyone.

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?

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Can I export survey results?

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