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
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Target the right audience automatically
Detailed Reports
Comprehensive insights and recommendations
Sample Survey Items
Q1
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.
Q2
Multiple Choice
In the past 6 months, have you used two‑way SMS for customer support?
Yes
No
Not sure
Q3
Numeric
About how many SMS support conversations did you have in the past 6 months?
Accepts a numeric value
Whole numbers only
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)
I started on a website/app and it moved to SMS
A phone agent invited me to switch to SMS
Q5
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
Q6
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
•
•
•
•
•
•
Q7
Multiple Choice
Was your issue resolved through SMS?
Yes, completely
Partially
No
Not applicable
Q8
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
Q9
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.
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