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Credit Card Dispute & Chargeback Support Response Survey

Measure credit card dispute and chargeback experience, customer support response time and resolution. 5-7 min survey to spot friction and improve retention.

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
Multiple Choice
When was your most recent card charge dispute?
  • Within the last 30 days
  • 31–90 days ago
  • 91–365 days ago
  • More than a year ago
  • I have never disputed a charge
Q2
Multiple Choice
How did you first contact us to start that dispute?
  • In‑app chat
  • Mobile app form
  • Website form
  • Phone call
  • Secure message/email
  • Branch visit
  • Not applicable (no dispute)
Q3
Matrix
Please rate your experience with our support during the dispute.
RowsVery poorPoorFairGoodExcellentNot applicable
Speed of first response••••••
Clarity of next steps••••••
Professionalism of agents••••••
Status update visibility••••••
Ease of submitting documents••••••
Q4
Numeric
About how many times did you contact us about that dispute? Enter a whole number.
Accepts a numeric value
Whole numbers only
Q5
Ranking
Rank your preferred ways to start a dispute (top to bottom).
Drag to order (top = most important)
  1. In‑app chat
  2. Phone call
  3. Secure message/email
  4. Website form
  5. Mobile app form
  6. Branch visit
Q6
Multiple Choice
Attention check: To confirm attention, please select “I am paying attention.”
  • I am paying attention
  • I am not paying attention
Q7
Dropdown
How long did it take to resolve your most recent dispute?
  • Same day
  • 1–3 days
  • 4–7 days
  • 1–2 weeks
  • 2–4 weeks
  • More than 4 weeks
  • Still unresolved
  • Not applicable
Q8
Multiple Choice
What was the outcome of that dispute?
  • Full refund/charge reversed
  • Partial refund
  • No refund/charge stood
  • Temporary credit reversed later
  • Still pending
  • Not applicable
Q9
Opinion Scale
How much effort did it take to dispute the charge?
Range: 1 – 10
Min: Very low effortMid: ModerateMax: Very high effort
Q10
Rating
Overall, how satisfied were you with the dispute experience?
Scale: 11 (star)
Min: Very dissatisfiedMax: Very satisfied
Q11
Multiple Choice
Which, if any, challenges did you encounter during the dispute?
  • Couldn’t find where to start
  • Long hold or wait times
  • Had to repeat information
  • Unclear documentation requirements
  • Had to mail or fax documents
  • Limited visibility into status
  • Transferred between agents
  • Dispute closed without notice
  • No challenges
  • Not applicable (no dispute)
Q12
Opinion Scale
Compared to other issuers, how does our dispute process compare?
Range: 1 – 10
Min: Much worseMid: About the sameMax: Much better
Q13
Dropdown
What is your age?
  • 18–24
  • 25–34
  • 35–44
  • 45–54
  • 55–64
  • 65+
  • Prefer not to say
Q14
Multiple Choice
Which gender do you identify with?
  • Woman
  • Man
  • Non-binary
  • Prefer not to say
Q15
Dropdown
Where do you currently live?
  • United States
  • Canada
  • United Kingdom
  • European Union
  • Australia/New Zealand
  • India
  • Southeast Asia
  • Latin America
  • Middle East/North Africa
  • Sub‑Saharan Africa
Q16
Multiple Choice
What is your current employment status?
  • Employed full-time
  • Employed part-time
  • Self-employed
  • Student
  • Homemaker
  • Retired
  • Unemployed
  • Prefer not to say
Q17
Multiple Choice
What is the highest level of education you have completed?
  • High school or less
  • Some college/associate degree
  • Bachelor’s degree
  • Master’s degree
  • Doctorate
  • Trade/technical/vocational
  • Prefer not to say
Q18
Dropdown
How long have you had your primary credit card?
  • Less than 6 months
  • 6–12 months
  • 1–3 years
  • 3–5 years
  • More than 5 years
  • Prefer not to say
Q19
Chat Message
Welcome! This brief survey asks about your most recent card charge dispute and your experience with our support. You may skip any question that does not apply.
Q20
Long Text
What is the one thing we should improve about disputes or support?
Max 600 chars
Q21
AI Interview
AI Interview: 2 Follow-up Questions on your dispute and support experience
AI InterviewLength: 2Personality: [Object Object]Mode: Fast
Q22
Chat Message
Thank you for your time—your feedback helps us improve our dispute process and support.

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