In the past 12 months, which support channels have you used? Select all that apply.
- Live chat (real-time typing with an agent)
- Async messaging (e.g., SMS, WhatsApp, in‑app messages)
- Email support
- Phone call
- Social media DM
- Support forum/community
- In-app chatbot only
When you contact support, what is usually your main goal? Select one.
- Get a quick answer
- Resolve a complex issue
- Get a status/update
- Account or billing change
- Report a problem/bug
If you had to choose one channel for most support needs, which would you pick?
- Live chat
- Async messaging
- Email
- Phone call
- No preference
- I avoid contacting support
Overall, which do you prefer for customer support?
Range: 1 – 10
Min: Prefer asynchronous messagingMid: No preferenceMax: Prefer live chat
How important are the following in a support interaction?
| Rows | Not important | Slightly important | Moderately important | Very important | Extremely important |
|---|
| Speed of first response | • | • | • | • | • |
| Real-time back-and-forth | • | • | • | • | • |
| Ability to step away and return | • | • | • | • | • |
| Conversation history carries over | • | • | • | • | • |
| Works well on mobile | • | • | • | • | • |
| Can attach screenshots/files | • | • | • | • | • |
| Available outside business hours | • | • | • | • | • |
| Human empathy | • | • | • | • | • |
For each situation, which option would you prefer?
| Rows | Live chat | Async messaging | Either works | Neither | Not sure |
|---|
| Urgent issue blocking my task | • | • | • | • | • |
| Troubleshooting a technical bug | • | • | • | • | • |
| Order status or simple question | • | • | • | • | • |
| Multi-step problem that may take days | • | • | • | • | • |
| Account/billing change requiring verification | • | • | • | • | • |
| Following up on an existing ticket | • | • | • | • | • |
Allocate 100 points between the options to reflect your overall preference for typical support needs.
Total must equal 100
Min per option: 0Whole numbers only
Live chat: maximum time you would wait for the first human reply (minutes).
Accepts a numeric value
Whole numbers only
Async messaging: acceptable time to first reply (hours).
Accepts a numeric value
Whole numbers only
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
If used in the last 12 months, how satisfied were you with each channel?
| Rows | Not used in last 12 months | Very dissatisfied | Dissatisfied | Neutral | Satisfied | Very satisfied |
|---|
| Live chat | • | • | • | • | • | • |
| Async messaging | • | • | • | • | • | • |
Briefly describe a recent support interaction where the channel helped or hurt the outcome.
Max 600 chars
What would make live chat or async messaging work better for you?
Max 600 chars
What is your age group?
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Which region do you live in?
- Africa
- Asia
- Europe
- North America
- South America
- Oceania
- Middle East
- Prefer not to say
What is the highest level of education you have completed?
- Less than high school
- High school or equivalent
- Some college/associate
- Bachelor’s degree
- Master’s degree
- Doctorate
- Professional degree
- Prefer not to say
What is your current employment status?
- Full-time
- Part-time
- Self-employed
- Student
- Homemaker
- Unemployed
- Retired
- Prefer not to say
Which device do you mostly use to contact support?
- Smartphone
- Laptop/desktop
- Tablet
- Mixed equally
- Prefer not to say
Any final comments about live chat or asynchronous messaging?
Max 600 chars
AI Interview: 2 Follow-up Questions on your support preferences
AI InterviewLength: 2Personality: Expert InterviewerMode: Fast Thanks for completing the survey—your feedback helps improve support experiences!