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Post-Support Interaction CSAT, CES & NPS Survey
Measures customer effort, satisfaction, and loyalty immediately after a support interaction. Designed for CX teams seeking actionable CSAT, CES, and NPS benchmarks in under 3 minutes.
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Post-Support Interaction CSAT, CES & NPS Survey
Thank you for reaching out to our support team. We'd like to ask a few questions about your recent experience. This survey takes approximately 9 minutes. Your responses are confidential and will be reported in aggregate to help us improve our support. There are no right or wrong answers — we value your honest opinions. Participation is completely voluntary, and you may stop at any time.
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Sample questions
A preview of what’s in the template. Every question is editable before you launch.
15 questions · ~9 min
Q01
Multiple Choice
Which channel did you first use to contact support for this issue?
- Live chat
- Phone
- In-app messaging
- Social media
- Self-service portal / Help center
- Other
Q02
Multiple Choice
Which outcome best describes your most recent support interaction?
- Resolved completely
- Partially resolved
- Not resolved yet
- I decided not to continue
Q03
Dropdown
Including the first time, how many times did you contact us about this issue?
- 1 (this was my first contact)
- 2
- 3
- 4
- 5 or more
Q04
Opinion Scale
The company made it easy for me to resolve my issue.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q05
Opinion Scale
How satisfied are you with the speed at which your issue was handled?
Scale: 1 – 7
Min:Very dissatisfiedMax:Very satisfied
Message
We'd like to understand how the support agent(s) handled your interaction. Please rate your agreement with each statement.
Q06
Opinion Scale
The support agent understood my issue.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q07
Opinion Scale
The support agent was empathetic and respectful.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q08
Opinion Scale
The support agent communicated clearly and kept me informed.
Scale: 1 – 7
Min:Strongly disagreeMax:Strongly agree
Q09
Opinion Scale
Overall, how satisfied are you with the support you received?
Scale: 1 – 5
Min:Very dissatisfiedMax:Very satisfied
Q10
Opinion Scale
How likely are you to recommend our support experience to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q11
Long Text
What is one thing we could improve about your support experience?
Q12
AI Interview
We'd love to learn more about your experience. Our AI assistant will ask a couple of brief follow-up questions based on your responses.
Q13
Multiple Choice
Which of the following best describes your role?
- Consumer / Individual
- Business user
- Team / Org admin
- Developer / Engineer
- Other
- Prefer not to say
Q14
Multiple Choice
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
Where are you located?
- United States
- Canada
- United Kingdom
- European Union
- Asia-Pacific
- Latin America
- Middle East & Africa
- Other
- Prefer not to say
Message
Thank you for taking the time to share your feedback — it directly helps us improve your support experience.
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 all three core support metrics (CES, CSAT on speed, agent-level satisfaction, and NPS) in a single structured flow rather than a generic satisfaction-only form
- Separates issue resolution effort from agent-specific empathy, clarity, and understanding, so CX teams can pinpoint whether problems are process-driven or agent-driven
- Includes an AI follow-up interview that can probe open-ended feedback in real time, going beyond a single static 'what could we improve' text box
- Captures contact channel, repeat-contact count, and outcome up front, giving benchmarking context (channel/repeat-contact effects on CSAT/CES) that flat satisfaction templates typically omit
SurveyMonkey
Customer Support Satisfaction Survey TemplateA fielding-ready, static template focused on general support satisfaction. It's backed by SurveyMonkey's broad distribution and analytics tooling, but the question set itself appears to be a fixed satisfaction survey rather than one combining CES, CSAT, and NPS with agent-level breakdowns.
What it does well
- Established survey platform with mature distribution and reporting tools
- Simple, ready-to-use template requiring no build time
- Broad brand recognition, likely easing respondent trust
Where it falls short
- Static question set with no adaptive AI follow-up probing on open-ended answers
- No indication of separate effort (CES) vs. agent-empathy vs. loyalty (NPS) breakdown in one flow
- No published methodology or prompt transparency for how satisfaction is scored
Jotform
200+ Customer Satisfaction Evaluation FormsThis is a category/listing page aggregating 200+ separate form templates, not a single fielding-ready CSAT/CES/NPS survey. Useful as a form-building starting point, but a researcher would need to pick and customize an individual form rather than deploy one purpose-built instrument.
What it does well
- Large library of customizable form templates to choose from
- Jotform's drag-and-drop builder allows quick edits to any selected form
- Supports embedding forms across many channels/websites
Where it falls short
- Not a single ready-to-field survey — requires browsing and selecting from many generic forms
- No built-in adaptive AI interviewing or voice-based follow-up
- No automated per-response quality scoring or transparent scoring methodology
QuestionPro
Customer Support Service Evaluation Survey TemplateA dedicated, fielding-ready support evaluation template from an established survey vendor. It likely covers standard satisfaction and service-quality questions, but as a static questionnaire it doesn't appear to include adaptive interviewing or voice-based follow-up.
What it does well
- Purpose-built for support/service evaluation specifically
- Backed by QuestionPro's established survey logic and reporting features
- Likely includes standard demographic and service-quality question banks
Where it falls short
- Static multiple-choice/rating format with no adaptive AI-driven follow-up questions
- No voice AI interview option for richer qualitative capture
- No transparent, published prompt/scoring methodology for open-ended responses
SurveySparrow
FREE Customer Satisfaction Survey TemplateA free, conversational-style CSAT template, consistent with SurveySparrow's chat-like survey UI. It's a general satisfaction survey rather than one explicitly structured around CES + agent-level breakdown + NPS in a single post-support flow.
What it does well
- Conversational, chat-style survey format that can feel more engaging than static forms
- Free to use, lowering the barrier to start collecting feedback
- SurveySparrow's platform supports omnichannel distribution
Where it falls short
- No adaptive AI interview or voice AI follow-up on open-ended feedback
- No automated quality scoring of individual responses
- No visible integration of CES, agent-specific satisfaction, and NPS into one unified post-support instrument
Frequently asked questions
What questions are in the “Post-Support Interaction CSAT, CES & NPS Survey” template?
The template includes 15 ready-to-use questions, starting with: “Which channel did you first use to contact support for this issue?” · “Which outcome best describes your most recent support interaction?” · “Including the first time, how many times did you contact us about this issue?”. The full set is previewed above, and every question is editable.
How long does this survey take to complete?
Respondents typically finish the 15 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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