Q01
Long Text
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Live Chat vs. Async Messaging: Support Channel Preference Survey
Measures customer preferences, satisfaction, and response-time expectations across live chat and asynchronous messaging channels to guide support channel investment and design decisions.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
20 questions · ~4 min
Q02
Multiple Choice
Have you contacted customer support for any product or service in the past 12 months?
Q03
Long Text
How satisfied are you with your overall experience using live chat for customer support?
Q04
Long Text
Overall, which type of support channel do you prefer?
Q05
Long Text
For live chat, what is the longest you would wait for a first reply from a human agent?
Q06
AI Interview
Think of a recent customer support interaction. How did the channel you used (e.g., live chat, async messaging, phone) affect the outcome—positively or negatively?
Q07
Long Text
What is your age group?
Q08
Long Text
Thank you for completing this survey. Your responses will help us improve customer support experiences. All answers are confidential and will be reported only in aggregate.
Q09
Multiple Choice
In the past 12 months, which of the following customer support channels have you used? Select all that apply.
Q10
Long Text
How satisfied are you with your overall experience using async messaging (e.g., SMS, WhatsApp, in-app) for customer support?
Q11
Long Text
If you could use only one channel for most of your support needs, which would you choose?
Q12
Long Text
For async messaging (e.g., SMS, WhatsApp, in-app), what is the longest you would consider an acceptable wait for a first reply?
Q13
Long Text
Based on your experiences, what one change would most improve live chat or async messaging support for you?
Q14
Multiple Choice
How do you describe your gender?
Q15
Multiple Choice
When you contact customer support, what is usually your primary goal?
Q16
Long Text
Please rank the following support attributes from most important (top) to least important (bottom) to you.
Q17
Long Text
Which region best describes where you currently live?
Q18
Multiple Choice
Which device do you most often use when contacting customer support?
Q19
Multiple Choice
Imagine you have a quick, simple question for support (e.g., checking a return policy). Which channel would you prefer?
Q20
Multiple Choice
Now imagine you have a complex issue that may require multiple back-and-forth exchanges (e.g., a billing dispute). Which channel would you prefer?
What’s included
AI follow-ups
Adaptive probes on open-ended answers that pull out detail a static form would miss.
Attention checks
Built-in safeguards against rushed answers and low-quality respondents.
AI-drafted copy
Wording, ordering, and branching written by the AI — tuned to your research goal.
Auto report
Themes, quotes, and a plain-English summary write themselves once responses come in.
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.