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Customer Experience

Help Desk & IT Support Experience Survey

Measures how easily customers or employees got their issue resolved through your help desk — first-contact resolution, effort, agent quality — for one specific support interaction. An AI follow-up interview reconstructs exactly what caused friction (or what went smoothly) so support leaders know what to fix, not just how people rated it.

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Sample questions

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

13 questions · ~7 min
Q01
Message

Thanks for taking a moment to tell us about your recent support experience! This is about the most recent time you contacted our help desk. Your responses are completely confidential and anonymized. It takes about 7 minutes and your honest feedback helps us fix real problems.

Q02
Multiple ChoiceRequired

Which channel did you use to contact support this time?

  • Phone
  • Email
  • Live chat
  • Self-service portal or knowledge base
  • In-person / walk-up desk
  • Other
Q03
Multiple ChoiceRequired

Was your issue resolved the first time you contacted us, or did it take more than one contact?

  • Resolved on the first contact
  • Resolved, but took multiple contacts
  • Not resolved yet
Q04
Opinion ScaleRequired

Overall, how satisfied are you with how your issue was resolved?

Scale: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q05
Opinion ScaleRequired

How much personal effort did it take on your part to get your issue handled (explaining things, following up, chasing status)?

Scale: 1 – 7
Min:Very little effortMax:A great deal of effort
Q06
MatrixRequired

Thinking about this support interaction, how much do you agree with each statement?

4 rows × 5 columns
  • The agent understood my issue quickly
  • The agent communicated clearly and in plain language
  • I was kept updated on progress while I waited
  • The wait before speaking to someone was reasonable
Columns: Strongly disagree · Disagree · Neutral · Agree · Strongly agree
Q07
Rating ScaleRequired

How would you rate the support agent's knowledge and professionalism?

Range: 1 – 5
Min:PoorMax:Excellent
Q08
Opinion ScaleRequired

How likely are you to recommend our support team to a colleague who needs similar help?

Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q09
AI Interview

Reconstruct exactly what happened during this specific support interaction: what the issue was, what the respondent had to do to get it resolved, and where the friction (or delay) actually occurred. If they said it took multiple contacts or rated effort/satisfaction low, dig into what the agent could have done differently on that first contact. If they rated the experience highly, probe what specifically made it feel effortless so it can be replicated across the team.

Q10
Multiple Choice

Which channel would you prefer to use for a similar issue in the future?

  • Phone
  • Email
  • Live chat
  • Self-service portal or knowledge base
  • In-person / walk-up desk
  • No preference
Q11
Multiple Choice

About how often do you contact our help desk?

  • This was my first time
  • A few times a year
  • About monthly
  • Weekly or more often
  • Prefer not to say
Q12
Multiple Choice

Which best describes you?

  • Employee / internal user
  • External customer
  • Contractor or vendor
  • Other
  • Prefer not to say
Q13
Message

That's everything — thank you! Your responses go straight to our support operations team and are used to improve resolution speed and agent training, not to evaluate any individual by name.

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

  • Includes a dedicated AI follow-up interview question that reconstructs exactly what happened during the specific support interaction, going beyond a single satisfaction number to uncover root causes of friction
  • Combines standard first-contact-resolution and effort metrics (opinion scale, multiple choice) with a matrix of agreement statements and an agent knowledge/professionalism rating, giving both quantitative and qualitative signal in one flow
  • Captures channel used vs. channel preferred for the future plus contact frequency and respondent type, so support leaders can segment friction points by channel and user group
  • Automatically compiles responses into a report for support operations, so the reconstructed narrative from the AI interview doesn't get lost in a spreadsheet of ratings

QuestionPro

IT Help Desk Service Support Survey + Sample Questionnaire Template

This page reads as a sample questionnaire and guide as much as a ready-to-field template, mixing example questions with explanatory content. It covers standard help desk satisfaction topics but is built on QuestionPro's traditional survey engine. Useful as a question-bank reference rather than a plug-and-play interview flow.

What it does well

  • Backed by QuestionPro's established survey platform with broad question-type support
  • Provides sample questions covering common IT support satisfaction dimensions
  • Likely customizable within a mature survey builder ecosystem

Where it falls short

  • No adaptive AI follow-up interview to probe why a rating was given — respondents just answer fixed questions
  • Presented partly as a guide/sample list rather than a single deployable template, requiring setup work
  • No transparent, publishable prompt methodology since there's no AI interview component

Jotform

Help Desk Survey Form Template

A static, fielding-ready form built on Jotform's drag-and-drop form builder, suited for quick deployment and integration with Jotform's broader workflow tools. It focuses on form collection rather than conversational depth. Good for basic ticket-close satisfaction capture, not root-cause analysis.

What it does well

  • Easy to deploy quickly via Jotform's widely-used form builder
  • Integrates with Jotform's automation and notification ecosystem
  • Simple, familiar form format for respondents

Where it falls short

  • No adaptive AI interview or voice interview option to reconstruct what happened during the support interaction
  • Purely a static question set with no automated per-response quality scoring
  • No mechanism to dig deeper into why an issue took multiple contacts or felt effortful

SurveyMonkey

Help Desk Template

A standard, ready-to-use static survey template from SurveyMonkey's large template library, likely covering satisfaction, resolution, and agent performance basics. It's built for quick fielding rather than deep qualitative reconstruction of an incident. Strong for benchmarking scores across many responses at scale.

What it does well

  • Backed by SurveyMonkey's large-scale distribution and benchmarking features
  • Fielding-ready template that can be launched immediately
  • Familiar, trusted survey format for respondents

Where it falls short

  • No AI-driven follow-up interview to uncover the specific friction points behind a low score
  • Lacks automated per-response quality scoring or guided screen-share tasks
  • No transparent prompt methodology since it doesn't use AI interviewing at all

SurveySparrow

IT Help Desk Questionnaire Template

SurveySparrow's conversational form style makes this template feel more chat-like than a typical grid survey, which is a genuine strength for engagement. However, its conversational flow follows pre-set branching logic rather than a true adaptive AI interview that reconstructs an incident narrative. It's a ready-to-field template within their platform.

What it does well

  • Conversational, chat-style UI that can feel more engaging than static grids
  • Ready-to-field template within SurveySparrow's platform
  • Supports branching logic for some personalization

Where it falls short

  • Conversational UI is not the same as an adaptive AI follow-up interview that probes based on the respondent's specific answers
  • No voice AI interview option or guided screen-share task capability
  • No automated per-response quality scoring or transparent AI prompt disclosure

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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