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Customer Experience

Customer Support Request Experience Survey

Captures how a recent support request went — channel used, effort required, resolution status, and satisfaction — paired with an AI follow-up that digs into what actually happened during the interaction, not just the rating given. Built for support and CX teams tracking ticket quality beyond CSAT scores.

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Sample questions

A preview of what’s in the template. Every question is editable before you launch.

12 questions · ~7 min
Q01
Message

Thanks for taking a moment to tell us about your recent support experience! Your responses are completely confidential and anonymized. This will take about 7 minutes and helps our team fix what's not working.

Q02
Multiple ChoiceRequired

Which channel did you use for your most recent support request?

  • Live chat
  • Email
  • Phone
  • Help center / self-service article
  • Social media
  • Other
Q03
Opinion ScaleRequired

Overall, how easy or difficult was it to get the help you needed?

Scale: 1 – 7
Min:Very difficultMax:Very easy
Q04
Multiple ChoiceRequired

What is the current status of the issue you contacted us about?

  • Fully resolved
  • Partially resolved
  • Not resolved
  • Still waiting on a response
Q05
MatrixRequired

Thinking about the person or resource that helped you, how much do you agree with each statement?

4 rows × 5 columns
  • The support agent (or article) understood my issue
  • The explanation or instructions were clear
  • I was given a realistic timeline for resolution
  • The outcome met my expectations
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q06
Opinion ScaleRequired

How satisfied are you with this support experience overall?

Scale: 0 – 10
Min:Not at all satisfiedMax:Extremely satisfied
Q07
Number

How many separate times did you have to reach out before this issue reached its current status?

Q08
Ranking

Rank these in order of what matters most to you when contacting support (most important first).

  1. Speed of response
  2. Getting it resolved correctly the first time
  3. Friendliness of the agent
  4. Ease of reaching support
  5. Being kept informed along the way
Drag to rank
Q09
AI Interview

Reconstruct exactly what happened during this support interaction: what the respondent originally asked for, what the agent or article actually did, and where the friction was if the issue wasn't fully resolved or the effort rating was low. If they gave a high satisfaction score, confirm what specifically the agent or process did right so it can be reinforced. If they rated the issue as 'still waiting,' probe how long it's been and whether they've received any updates.

Q10
Long Text

Is there anything else about this support experience you'd like us to know?

Q11
Multiple Choice

How long have you been a customer with us?

  • Less than 3 months
  • 3-12 months
  • 1-3 years
  • More than 3 years
  • Prefer not to say
Q12
Message

That's everything — thank you! Your feedback goes directly to our support team and is used to improve how we help customers like you.

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.

How it compares

We reviewed the closest templates from other survey tools. Here’s what they do well — and where this template goes further.

Why this template

  • Goes beyond a single CSAT number with an AI follow-up interview that reconstructs exactly what happened during the support interaction — what the rep did, what worked, what didn't — instead of just capturing a rating.
  • Pairs objective operational data (channel used, resolution status, number of repeat contacts) with subjective measures (effort, satisfaction, and a matrix on the helper/resource) for a fuller picture of ticket quality.
  • Includes a ranking question that surfaces what customers actually prioritize in support (speed, empathy, resolution, etc.), giving CX teams a preference signal that flat rating scales miss.
  • Automated per-response quality scoring and auto-generated reports come standard, with an optional voice AI interview mode — available on a free tier or the $50/mo Business plan.

Jotform

Support Request Form Template

A static drag-and-drop form aimed at capturing support requests for internal ticket intake rather than post-resolution experience feedback. Good for structured data collection and integrations, but not built to probe how the interaction actually unfolded. Fielding-ready template, but limited to fixed fields.

What it does well

  • Easy drag-and-drop customization
  • Broad integration ecosystem for routing submissions
  • Simple to deploy for internal ops teams

Where it falls short

  • No adaptive AI follow-up to probe what happened during the interaction
  • Static field set with no automated quality scoring
  • No published methodology or transparent prompt logic

SurveyMonkey

Request Form Template

A general-purpose request form template from an established survey platform, more oriented toward intake than deep post-support experience analysis. Offers solid distribution and reporting tools, but the template itself appears to be a fixed-question form rather than a CX-specific evaluation instrument.

What it does well

  • Mature survey distribution and analytics tooling
  • Familiar, trusted platform for respondents
  • Quick to launch with existing templates

Where it falls short

  • No adaptive AI interviewing to dig into the specifics of a support interaction
  • No automated per-response quality scoring
  • No voice AI interview option

Typeform

Support Request Form Template

A conversational, one-question-at-a-time form that likely drives strong completion rates and a polished respondent experience. It's a static template, though, built for intake rather than reconstructing the details of a past support interaction.

What it does well

  • Clean, conversational UI that can improve completion rates
  • Strong visual/branding customization
  • Good mobile-friendly respondent experience

Where it falls short

  • No adaptive AI follow-up questioning based on prior answers
  • No automated quality scoring of responses
  • No transparent prompt methodology published

QuestionPro

Customer Support Service Evaluation Survey Template

An enterprise-oriented evaluation survey covering typical CX metrics and likely offering multiple question types and reporting dashboards. It's a genuinely comparable template for support experience tracking, but appears to rely on fixed question sets rather than dynamic, AI-driven probing.

What it does well

  • Enterprise survey feature set with varied question types
  • Established reporting/dashboard capabilities
  • Built specifically for service evaluation use cases

Where it falls short

  • No adaptive AI follow-up interview to reconstruct what actually happened
  • No automated per-response quality scoring
  • No voice AI interview option or transparent prompt disclosure

Frequently asked questions

What questions are in the “Customer Support Request Experience Survey” template?

The template includes 12 ready-to-use questions, starting with: “Thanks for taking a moment to tell us about your recent support experience! Your responses are completely confidential a…” · “Which channel did you use for your most recent support request?” · “Overall, how easy or difficult was it to get the help you needed?”. The full set is previewed above, and every question is editable.

How long does this survey take to complete?

Respondents typically finish the 12 questions in about 7 minutes.

Can I customize this template?

Yes — every question, answer option, and the ordering is editable before you launch. You can add or remove questions, or ask the AI editor to rework the survey around your research goal.

Is this template free to use?

Yes. Open it in the editor and start customizing right away — no account required to try it, and the free plan covers launching your survey.

Ready to launch?

Open this template in the editor. Every part is yours to change before the first respondent sees it.

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