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?
Overall, which do you prefer for customer support?
How important are the following in a support interaction?
For each situation, which option would you prefer?
Allocate 100 points between the options to reflect your overall preference for typical support needs.
Live chat: maximum time you would wait for the first human reply (minutes).
Async messaging: acceptable time to first reply (hours).
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?
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
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Which region do you live in?
What is the highest level of education you have completed?
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
Thanks for completing the survey—your feedback helps improve support experiences!