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Customer Support CSAT & Resolution Feedback Survey

Collect post-support feedback in 3–5 minutes. Measure CSAT, resolution quality, and agent performance. Ready-to-use, fully customizable template.

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

Sample Survey Items

Q1
Dropdown
When did you last contact support about this issue?
  • Within the past 7 days
  • 8–14 days ago
  • 15–30 days ago
  • 31–60 days ago
  • More than 60 days ago
Q2
Multiple Choice
What was the primary reason you contacted support? (Select one)
  • Order status
  • Return or exchange
  • Product defect or damage
  • Billing or charge issue
  • Shipping or delivery
  • Account or sign-in
  • Promo code or gift card
  • Other
Q3
Multiple Choice
Which support channels did you use for this issue? (Select all that apply)
  • Email
  • Live chat
  • Phone
  • In-app messaging
  • Social media
  • Help center/self-service
Q4
Rating
Overall, how satisfied are you with your support experience?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q5
Multiple Choice
Is your issue resolved now?
  • Yes, fully resolved
  • Partially resolved
  • Not resolved yet
Q6
Opinion Scale
How satisfied are you with the speed of resolution?
Range: 1 – 10
Min: Very dissatisfiedMid: NeutralMax: Very satisfied
Q7
Multiple Choice
Was your issue resolved on your first contact?
  • Yes
  • No
  • Not applicable / Don’t remember
Q8
Opinion Scale
How easy was it to resolve your issue?
Range: 1 – 10
Min: Very difficultMid: NeutralMax: Very easy
Q9
Matrix
If you interacted with a support agent, please rate the interaction.
RowsVery poorPoorFairGoodExcellentNot applicable
Professionalism••••••
Clarity of explanations••••••
Helpfulness••••••
Q10
Multiple Choice
Attention check: To confirm you are paying attention, please select “I am paying attention.”
  • I am paying attention
  • I am not paying attention
  • Prefer not to answer
Q11
Dropdown
What is your age group?
  • Under 18
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q12
Multiple Choice
How do you describe your gender?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q13
Dropdown
Where do you currently live?
  • Africa
  • Asia
  • Europe
  • North America
  • South America
  • Oceania
  • Prefer not to say
Q14
Dropdown
What is the highest level of education you have completed?
  • Less than high school
  • High school or equivalent
  • Some college or associate degree
  • Bachelor’s degree
  • Master’s degree
  • Doctorate
  • Prefer not to say
Q15
Multiple Choice
What is your current employment status?
  • Full-time
  • Part-time
  • Self-employed
  • Student
  • Unemployed
  • Homemaker/Caregiver
  • Retired
  • Prefer not to say
Q16
Long Text
What could we improve to better resolve your issue in the future?
Max 600 chars
Q17
AI Interview
AI Interview: 2 Follow-up Questions on Your Support Experience
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q18
Chat Message
Thanks for your time—your feedback helps us improve our support.

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