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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.

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Sample questions

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

20 questions · ~4 min
Q01
Long Text

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.

Q02
Multiple Choice

In the past 6 months, have you used two-way SMS (text messaging) for customer support?

Q03
Long Text

Approximately how many SMS support conversations have you had in the past 6 months?

Q04
Long Text

Thinking about your most recent SMS support interaction, how satisfied are you with the overall experience?

Q05
Long Text

If you needed customer support again, how likely would you be to choose SMS?

Q06
Long Text

Based on your responses in this survey, what could be improved about the SMS support experience, and what worked particularly well?

Q07
Multiple Choice

What is your age group?

Q08
Long Text

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.

Q09
Multiple Choice

How did your most recent SMS support conversation begin?

Q10
Long Text

How easy was it to explain your issue or request via SMS?

Q11
Long Text

On a scale of 0 to 10, how likely are you to recommend SMS support to a friend or colleague?

Q12
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.

Q13
Long Text

In which country or region do you currently live?

Q14
Multiple Choice

What were you trying to accomplish via SMS support? Select all that apply.

Q15
Long Text

How clear and helpful were the agent's responses?

Q16
Long Text

Please rank the following support channels from most preferred (1) to least preferred (6) for resolving a straightforward issue.

Q17
Multiple Choice

How do you describe your gender identity?

Q18
Long Text

How would you rate the agent's courtesy and professionalism?

Q19
Multiple Choice

Was your issue fully resolved through SMS?

Q20
Long Text

What was the typical response time from the support agent during your most recent SMS conversation?

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.

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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