Q01
Message
All templatesCustomer Experience
SMS Customer Support Satisfaction & Channel Preference Survey
Evaluates customer satisfaction, resolution effectiveness, response time perceptions, and channel preferences for two-way SMS support interactions, providing actionable insights to optimize text-based service delivery.
Sample questions
A preview of what’s in the template. Every question is editable before you launch.
20 questions · ~9 min
Q02
Multiple Choice
In the past 6 months, have you used two-way SMS (text messaging) for customer support?
- Yes
- No
- Not sure
Q03
Dropdown
Approximately how many SMS support conversations have you had in the past 6 months?
- 1
- 2–3
- 4–6
- 7–10
- More than 10
Q04
Opinion Scale
Thinking about your most recent SMS support interaction, how satisfied are you with the overall experience?
Scale: 1 – 7
Min:Not at all satisfiedMax:Extremely satisfied
Q05
Opinion Scale
If you needed customer support again, how likely would you be to choose SMS?
Scale: 1 – 7
Min:Not at all likelyMax:Extremely likely
Q06
Long Text
Based on your responses in this survey, what could be improved about the SMS support experience, and what worked particularly well?
Q07
Multiple Choice
What is your age group?
- Under 18
- 18–24
- 25–34
- 35–44
- 45–54
- 55–64
- 65+
- Prefer not to say
Q08
Message
Thank you for completing this survey! Your feedback will be used to improve SMS customer support experiences. If you have any questions about this research, please contact the research team.
Q09
Multiple Choice
How did your most recent SMS support conversation begin?
- I texted the company first (using a published number or short code)
- The company texted me first (e.g., after I requested help online)
- I started on a website or app and it transitioned to SMS
- A phone agent invited me to switch to SMS
- Other (please specify)
Q10
Opinion Scale
How easy was it to explain your issue or request via SMS?
Scale: 1 – 7
Min:Very difficultMax:Very easy
Q11
Opinion Scale
On a scale of 0 to 10, how likely are you to recommend SMS support to a friend or colleague?
Scale: 0 – 10
Min:Not at all likelyMax:Extremely likely
Q12
AI Interview
We'd like to understand more about your SMS support experience. An AI moderator will ask a few brief follow-up questions based on your earlier answers.
Q13
Dropdown
In which country or region do you currently live?
- United States
- United Kingdom
- Canada
- Australia
- Germany
- France
- India
- Brazil
- Mexico
- Japan
- Other (please specify)
Q14
Multiple Choice
What were you trying to accomplish via SMS support? Select all that apply.
- Get a status update (order, delivery, appointment)
- Troubleshoot a product or service issue
- Change or cancel an order or appointment
- Billing or payments question
- Account verification or security check
- Password or account access help
- General product or service question
- Schedule or reschedule an appointment
- Other (please specify)
Q15
Opinion Scale
How clear and helpful were the agent's responses?
Scale: 1 – 7
Min:Not at all clear or helpfulMax:Extremely clear and helpful
Q16
Ranking
Please rank the following support channels from most preferred (1) to least preferred (6) for resolving a straightforward issue.
- SMS / text messaging
- Phone call
- Live chat on website or app
- Messaging app (e.g., WhatsApp, Facebook Messenger)
- In-app automated assistant or chatbot
Drag to rank
Q17
Multiple Choice
How do you describe your gender identity?
- Woman
- Man
- Non-binary
- Prefer not to say
Q18
Opinion Scale
How would you rate the agent's courtesy and professionalism?
Scale: 1 – 7
Min:Very poorMax:Excellent
Q19
Multiple Choice
Was your issue fully resolved through SMS?
- Yes, completely
- Partially
- No
- Not applicable
Q20
Dropdown
What was the typical response time from the support agent during your most recent SMS conversation?
- Under 1 minute
- 1–2 minutes
- 3–5 minutes
- 6–10 minutes
- 11–30 minutes
- More than 30 minutes
- Not sure / it varied
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
- Purpose-built for SMS support specifically, with a dropdown on how the recent SMS conversation was initiated and a dropdown capturing perceived agent response time — details generic support surveys don't isolate.
- Includes a dedicated ranking question comparing SMS against other support channels (phone, email, chat, etc.), directly measuring channel preference rather than satisfaction alone.
- Uses multiple distinct opinion-scale items (satisfaction, ease of explaining the issue via text, clarity of agent responses, courtesy) to give a granular breakdown of what drives SMS support quality, not just one overall score.
- Adds an AI follow-up interview after the structured questions to adaptively probe respondents' open-ended SMS experiences, plus an open-text improvement question and NPS-style recommend/likely-to-reuse scales for deeper actionable insight than a static form allows.
SurveyMonkey
Customer Support Satisfaction Survey TemplateA general customer support satisfaction template, not specific to SMS or channel comparison. It's a fielding-ready static form aimed at broad support-quality feedback, backed by SurveyMonkey's large template library and distribution tools.
What it does well
- Well-established survey platform with broad distribution and analysis tooling
- Simple, quick-to-deploy general support satisfaction template
- Large template library for benchmarking against other survey types
Where it falls short
- No SMS-specific or channel-preference questions
- Static question set with no adaptive AI follow-up probing
- No published methodology or prompt transparency since it isn't AI-driven
QuestionPro
Customer Support Service Evaluation Survey TemplateA general support-service evaluation template covering typical satisfaction and resolution questions. It's a static, fielding-ready form rather than an SMS-focused or adaptive interview experience.
What it does well
- Established enterprise survey platform with analytics and reporting features
- Covers standard service-evaluation dimensions (resolution, professionalism)
- Part of a broad template library for quick deployment
Where it falls short
- No SMS channel focus or channel-preference ranking
- Fixed question set with no adaptive AI follow-up interview
- No transparent AI prompt methodology since responses aren't AI-probed
Typeform
Customer Service Satisfaction Survey Form TemplateA general customer service satisfaction form using Typeform's conversational one-question-at-a-time UI. It's a static, well-designed form rather than a channel-specific or AI-adaptive survey.
What it does well
- Polished, conversational one-question-at-a-time interface
- Good for lightweight, high-completion general satisfaction surveys
- Easy embedding and branding customization
Where it falls short
- No SMS or channel-preference-specific questions
- No adaptive AI follow-up or voice interview capability, only fixed question flow
- No automated per-response quality scoring or AI-generated analysis report
Ready to launch?
Open this template in the editor. Every part is yours to change before the first respondent sees it.
Related templates
More studies from the same category.
Customer Experience
Digital Ticket Transfer & Resale Experience Survey
Measures event attendees' perceptions of clarity, fairness, and friction in digital ticket transfer and resale processes to identify platform improvement priorities.
View templateCustomer Experience
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.
View templateCustomer Experience
Subscription Cancel-Flow & Retention Offer Fairness Survey
Measures the usability of the subscription cancellation process, perceived fairness of retention offers, and key churn drivers. Designed for current or recently canceled subscribers to inform win-back strategy and CX improvements.
View templateCustomer Experience
Service Timeline & Status Communication Feedback Survey
Measures customer perceptions of ETA clarity, status update frequency, and service commitment communication following a recent service interaction. Use to identify communication gaps that drive escalations and erode trust.
View templateCustomer Experience
At-Risk Account Churn & Retention Assessment
Identifies churn signals, switching intent, and high-impact retention levers among at-risk B2B accounts to inform targeted save strategies and renewal planning.
View templateCustomer Experience
Post-Purchase NPS & Loyalty Driver Survey
Measures Net Promoter Score and identifies key drivers of recommendation among recent customers, providing actionable insights to improve retention, referrals, and overall customer experience.
View template