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Post-Support CSAT & Resolution Quality Survey
Measures customer satisfaction, resolution effectiveness, agent performance, and customer effort after a support interaction to identify actionable service improvements.
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Post-Support CSAT & Resolution Quality Survey
Thank you for taking a few minutes to share feedback about your recent support experience. This survey takes approximately 9 minutes to complete. Your participation is voluntary and you may stop at any time. There are no right or wrong answers — we are interested in your honest opinions. Your responses are confidential and will be reported only in aggregate to help us improve our support services.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
16 questions · ~9 min
Q01
Dropdown
When did you most recently contact support about this issue?
- Within the past 7 days
- 8–14 days ago
- 15–30 days ago
- 31–60 days ago
- More than 60 days ago
Q02
Multiple Choice
What was the primary reason you contacted support?
- Order status
- Return or exchange
- Product defect or damage
- Billing or charge issue
- Shipping or delivery
- Account or sign-in
- Promo code or gift card
- Other
Q03
Multiple Choice
Which support channels did you use for this issue? (Select all that apply)
- Live chat
- Phone
- In-app messaging
- Social media
- Help center / self-service
- Other
Q04
Multiple Choice
Is your issue resolved at this point?
- Yes, fully resolved
- Partially resolved
- Not resolved yet
Q05
Multiple Choice
Was your issue resolved on your first contact with support?
- Yes
- No
- Not applicable / Don't remember
Q06
Opinion Scale
Overall, how satisfied are you with your support experience?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q07
Opinion Scale
How satisfied are you with how quickly your issue was addressed?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Q08
Opinion Scale
How easy or difficult was it to get your issue resolved?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Message
The following questions are about the support agent you interacted with. If you did not interact with a live agent, you may skip this section.
Q09
Opinion Scale
How would you rate the agent's professionalism and courtesy?
Scale: 1 – 7
Min:Very poorMax:Excellent
Q10
Opinion Scale
How would you rate the agent's knowledge and ability to help?
Scale: 1 – 7
Min:Very poorMax:Excellent
Q11
Opinion Scale
How would you rate the clarity of the agent's communication?
Scale: 1 – 7
Min:Very poorMax:Excellent
Q12
Long Text
Based on your recent support experience, is there anything else you'd like to share about what went well or what could be improved?
Q13
AI Interview
We'd like to understand your experience in more detail. An AI moderator will ask you a couple of brief follow-up questions about your support interaction.
Q14
Dropdown
What is your age group?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q15
Multiple Choice
How do you describe your gender?
- Woman
- Man
- Non-binary
- Prefer not to say
Q16
Dropdown
In which region do you currently reside?
- Africa
- Asia
- Europe
- North America
- South America
- Oceania
- Prefer not to say
Message
Thank you for completing this survey. Your feedback is valuable and will be used to improve our support experience. Your responses are confidential and will be reported only in aggregate.
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
- Combines resolution and effort metrics (first-contact resolution, ease of resolution, satisfaction with speed) alongside dedicated agent-performance ratings on professionalism, knowledge, and communication clarity in a single flow.
- Includes an AI follow-up interview segment that can probe open-ended feedback in more depth than a static open-text box, while still offering a traditional open-text question for anyone who skips it.
- Captures channel usage and contact reason up front, so low CSAT or low-effort scores can be segmented by channel, reason, and demographics (age, gender, region) for root-cause analysis.
- Uses transparent, fixed opinion-scale questions for core metrics (satisfaction, speed, effort, agent ratings) so results stay comparable across respondents, while reserving adaptive questioning for the qualitative follow-up only.
QuestionPro
Customer Support Service Evaluation Survey TemplateA ready-to-field static survey template focused on evaluating support service quality, comparable in scope to our CSAT template. It likely covers satisfaction and service-quality ratings but relies on fixed question sets rather than adaptive probing. QuestionPro is a mature survey platform with broad question-type support and reporting/dashboard features.
What it does well
- Purpose-built template specifically for customer support evaluation
- Backed by an established survey platform with reporting and analytics tooling
- Likely customizable with standard question types (rating scales, multiple choice, etc.)
Where it falls short
- No adaptive AI follow-up interviewing — all questions are pre-set and identical for every respondent
- No voice AI interview option for capturing verbal feedback
- No published per-response automated quality scoring or transparent prompt methodology
SurveyMonkey
Customer Satisfaction Survey Template For Financial ServicesThis is a CSAT template built specifically for financial-services companies, so its question wording and scope are narrower and more industry-specific than a general post-support survey. It's a fielding-ready static template on a well-known survey platform, but not designed around support-resolution or agent-performance metrics the way ours is. Useful mainly as a reference point rather than a direct competitor for general support CSAT.
What it does well
- Backed by SurveyMonkey's large-scale survey infrastructure and distribution tools
- Pre-written questions tailored to a specific vertical (financial services)
- Established benchmarking and reporting features across responses
Where it falls short
- Vertical-specific (financial services) rather than a general support-resolution/CSAT template
- Static question flow with no adaptive AI follow-up or voice interview capability
- No automated per-response quality scoring or transparent prompt visibility
SurveySparrow
Customer Support Agent Feedback TemplateFocused specifically on rating individual support agents, this template overlaps with the agent-performance section of our survey but doesn't appear to cover broader resolution or effort metrics. SurveySparrow markets conversational-style surveys, which can feel more engaging than plain forms, though the underlying questions are still fixed and scripted. It's a fielding-ready template aimed at internal feedback/employee-adjacent use cases rather than end-to-end CSAT.
What it does well
- Conversational survey format that can feel more engaging than a plain form
- Template specifically scoped to agent-level feedback
- Part of a broader employee/CX feedback template library
Where it falls short
- Narrower scope (agent feedback only) versus a full resolution + effort + agent + demographics survey
- No adaptive AI-driven follow-up questions or voice AI interview option
- No automated quality scoring per response or published prompt transparency
Frequently asked questions
What questions are in the “Post-Support CSAT & Resolution Quality Survey” template?
The template includes 16 ready-to-use questions, starting with: “When did you most recently contact support about this issue?” · “What was the primary reason you contacted support?” · “Which support channels did you use for this issue? (Select all that apply)”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 16 questions in about 9 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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