Helpdesk Survey Questions: Top 10 Questions you can Ask

Looking to assess the performance of your Helpdesk team? Gather valuable feedback from customers following their interactions with Customer Support using these Helpdesk Survey Questions & Best Practices.

In today's highly competitive business landscape, providing exceptional customer service has become indispensable for success. According to a study conducted by Microsoft, a staggering 97% of customers consider customer service to be a critical factor in determining their loyalty to a brand. As businesses strive to meet and exceed customer expectations, the helpdesk plays a pivotal role in delivering outstanding support experiences.

Helpdesk surveys act as a powerful tool for gathering direct feedback from your customers, unlocking invaluable insights, and pinpointing areas for improvement. Effective Helpdesk Surveys enable you to collect valuable customer insights about the interactions that they have with your Customer Service representatives helping you to capture the Customer Effort Score.

To make your surveys effective, it is essential to include the right questions in your surveys. But what are those key questions you should be asking?

Collect & Measure Helpdesk Survey Feedback

Measure User Feedback regarding their experience with the Customer Support Team and use Insights to delight your customers.

In this article, we'll explore the top survey questions to include in your Helpdesk Surveys, along with ready-to-use templates. We will also help you with some best practices for conducting effective Helpdesk Feedback Surveys. Let’s start with defining Helpdesk Surveys and how they are important.

Table of Contents

• What are Helpdesk Surveys?
• Top 10 Questions to Ask in a Helpdesk Survey
  • Do you agree that our Customer Support Team helped you well to resolve your issues and concerns?
  • How would you rate the overall quality of support you just received?
  • How would you rate the professionalism of our customer support agents?
  • Do you agree that the customer support agent was able to understand your concerns well?
  • How would you rate the responsiveness of the helpdesk towards your issue or enquiry?
  • How satisfied are you with the resolution provided by our Helpdesk?
  • How easy was it to reach our helpdesk and contact our support team?
  • How would you rate the knowledge and expertise of our customer support team?
  • Based on your recent experience with our helpdesk, how likely are you to recommend our brand to your friends and colleagues on a scale of 0 to 10?
  • Is there anything else you would like to share about your experience with our helpdesk?
• Why you should start taking Helpdesk Surveys?
• Some Best Practices for Conducting Helpdesk Surveys
• Conclusion

What are Helpdesk Surveys?

A Helpdesk Survey is a Customer Feedback Survey used to collect information and insights about the Customer Experience and satisfaction with the helpdesk or Customer Support Service. The surveys aim to collect feedback from the customers who have interacted with the helpdesk, typically through various survey collection channels such as phone, email, chat, or self-service portals.

Let’s explore the top 10 questions to Ask in a Helpdesk Feedback Survey.

Let’s learn more about these questions.

1. Do you agree that our customer support team helped you well to resolve your issues and concerns?

This is the popular CES question that is used by businesses to measure customers’ effort to get their work done or issues resolved and calculate the Customer Effort Score. This question aims to assess the customer's perception of the help received from the support team and whether it effectively addressed their specific issues and concerns.

A CES survey is the best survey to evaluate the Helpdesk Performance. By measuring customers’ efforts, you can know how well your support team is working and thus take feedback-driven actions to reduce customer effort and make your support process more efficient and seamless for the customers.

You can also alter the question and ask in the following manner-

To what extent do you agree or disagree with the following statement? “The company helped me enough to handle my issues and get my job done.”

2. How would you rate the responsiveness of the helpdesk towards your concern?

Timely responding to customers’ queries and issues is more than necessary to provide a good Helpdesk Experience to your customers. Studies suggest that 71% of customers agree that a quick response from the Customer Service Team can lead to a drastic improvement in their CX.

The above question helps you know how responsive your helpdesk is and how quickly your agents are able to resolve customers’ concerns. The answers to this question reflect the speed and efficiency of the helpdesk's actions.

3. How would you rate the overall quality of support you just received?

This question seeks to gauge the customer's overall evaluation of the support they received, providing a general measure of satisfaction or dissatisfaction with the helpdesk service. By asking customers to rate their experience with the helpdesk, organizations can gather valuable feedback on the effectiveness and quality of their support services. This data-driven approach allows companies to identify areas for improvement and make informed decisions to enhance customer satisfaction.

Additionally, this service satisfaction question can be used as a summarized question in a short survey to gauge overall Customer Satisfaction. By including this question in a survey, organizations can collect a wide range of responses from different customers, allowing for a comprehensive understanding of their satisfaction levels. This data can then be analyzed to identify trends, patterns, and areas of improvement, enabling companies to make informed decisions to enhance their support services.

4. How easy was it to reach our helpdesk and contact our support team?

This question evaluates the customers' experiences in reaching out to the helpdesk and their ease of contacting the support team, providing valuable insights into the accessibility and availability of the helpdesk channels. It allows you to understand how easily customers can get in touch with your support team and whether there are any barriers or challenges they face in reaching out for assistance.

By asking this question, you can identify any potential issues or shortcomings in your helpdesk's communication channels, such as long wait times, difficulty in finding contact information, or limited availability of support agents. 

Furthermore, this question helps you gauge the overall convenience and user-friendliness of your helpdesk channels. It provides insights into the effectiveness of your website's chat function, the clarity of your contact information, and the ease of navigating through self-service options. By understanding the customers' experiences in reaching out to your helpdesk, you can make necessary improvements to streamline the process and enhance customer satisfaction.

5. How would you rate the professionalism of our customer support agents?

This question focuses on assessing the customer's perception of the professionalism displayed by the customer support agents, reflecting on their demeanor, communication style, and conduct during the interaction. Including this question in Helpdesk Survey helps you to improve customer support agent performance so that your support agents behave well with your customers and their conduct is up to the mark. 

6. How would you rate the knowledge and expertise of our customer support team?

This Helpdesk Survey Question plays a crucial role in ensuring that your support agents possess the necessary knowledge and expertise to effectively assist customers in resolving their issues, queries, and concerns. By seeking feedback on this aspect, you gain valuable insights into the proficiency of your support team and identify areas for improvement.

If you receive negative feedback in response to this question, it is essential to take proactive measures to enhance your agents' knowledge and expertise. This can be achieved through additional training sessions that focus on your products, services, and internal processes. By investing in the continuous development of your support agents, you equip them with the necessary skills to provide exceptional service and address customer concerns effectively.

7. Do you agree that the customer support agent was able to understand your concerns well?

This question aims to gauge how well your support agents are able to understand your customers’ pain points and fully comprehend their concerns. It is crucial to assess the effectiveness of communication and understanding between the customers and the support team in order to provide exceptional helpdesk service. By asking this question, you can gain insights into whether your support agents are truly listening to your customers, empathizing with their issues, and grasping the root cause of their concerns.

Understanding customer pain points is essential for delivering effective and personalized solutions. It allows your support agents to address the underlying issues and provide relevant assistance that meets the customers' specific needs.

By regularly assessing how well your support agents understand customer concerns, you can identify any gaps in communication or training that may exist. If customers consistently express dissatisfaction with the understanding of their concerns, it may indicate a need for additional training or resources to improve the knowledge and expertise of your support team. This proactive approach ensures that your support agents are equipped with the necessary skills to provide exceptional service and address customer concerns effectively.

8. How satisfied are you with the resolution provided by our Helpdesk?

This question plays a crucial role in determining the effectiveness of the helpdesk in resolving customer issues and meeting their expectations. It provides valuable insights into whether the assistance provided was satisfactory in addressing the specific concerns and problems faced by the customers.

By measuring the customers' level of satisfaction with the resolution offered, organizations can identify areas for improvement in their support services. If customers consistently express dissatisfaction with the resolution, it indicates a need to review and refine the problem-solving strategies of the helpdesk.

Moreover, this Helpdesk Survey Question helps in understanding the impact of the helpdesk's performance on overall customer satisfaction. If customers are satisfied with the resolution provided, it reflects positively on the helpdesk's ability to deliver effective solutions and meet customer needs.

Taking into account the feedback received through this question, organizations can make necessary adjustments to their processes, train their support agents better, and enhance the overall quality of their helpdesk's performance. By continuously striving to improve the resolution provided, organizations can ensure that customers' issues are addressed promptly and effectively, leading to higher levels of customer satisfaction and loyalty.

9. Based on your recent experience with our helpdesk, how likely are you to recommend our brand to your friends and colleagues on a scale of 0 to 10?

The question, also known as the Ultimate Question, is a popular NPS Survey Question to measure Customer Loyalty by assessing their likelihood to recommend a brand to their friends and known ones. This question is also considered a one-in-all question to gauge Customer Experience and satisfaction, as customers will recommend a brand to their known ones only when they are satisfied with their experience with the brand.

While answering this question, customers rate their likelihood on a scale of 0 to 10, with higher ratings indicating a greater likelihood to recommend.

For instance, when in the healthcare sector, including this question along with other health survey questions can help you identify if your hospital's support team was able to offer a resolution to patient concerns or not. And resolving a patient's issues, especially when they are connecting with you via Helpdesk, can be critical in determining whether they'll be taking your care further or not. If they are ready to recommend, you know your staff is doing well, if not, you can always find areas where they can improve. 

10. Is there anything else you would like to share about your experience with our helpdesk?

This open-ended question provides customers with an opportunity to provide additional comments, suggestions, or any other feedback they wish to share about their experience with the helpdesk. It allows for more detailed insights and valuable qualitative feedback.

All these questions cover a range of important aspects of the customer's experience with the helpdesk and provide valuable feedback for assessing performance and making improvements. Let’s learn some best practices to conduct effective surveys to collect Helpdesk Feedback from your customers.

Why you should start taking Helpdesk Surveys?

Helpdesk Experience is a crucial aspect of the overall Customer Experience with a business, and Helpdesk Surveys enable you to collect feedback about this aspect. Helpdesk is a major part of Customer Service and helps in collecting Customer Service Feedback. Consider the below facts about the criticality of Customer Service in building Customer Experiences.

• Research conducted by Zendesk found that more than 50% of customers stop doing business with a brand with one poor Customer Service Experience, whereas 62% of customers say that they’d recommend a brand to their friends if they received amazing customer service.
• A survey by Harvard Business Review revealed that customers who had the best past experiences spend 140% more compared to those who had the poorest past experiences.

The importance of Helpdesk Feedback surveys can be realized by the fact that by conducting these Surveys, organizations can gather valuable feedback that helps identify strengths and areas for improvement in their support services. You can also monitor agent performance in terms of their support and identity areas of improvement. 

The insights gained from these surveys can:

• Guide decision-making
• Drive improvements to processes
• Lead to a more customer-centric approach in delivering support services.

Ultimately, it helps to enhance Customer Satisfaction and measure loyalty through Net Promoter Score and improve the overall quality of the helpdesk's performance.

Here are some easy yet useful tips to consider while designing your Helpdesk Surveys. Following these tips will help you make your surveys more effective to derive valuable customer insights about your helpdesk.

1. Keep your Surveys Short and Concise

Long surveys can be overwhelming for respondents and may lead to survey abandonment or incomplete responses. It's important to keep in mind that people have limited time and attention spans, so a concise and focused survey is more likely to capture their interest and elicit meaningful responses. By crafting a survey that is short and to the point, you not only increase the likelihood of participants completing it but you also enhance the overall quality of the feedback received.

A shorter survey also helps to maintain the respondent's engagement and prevent survey fatigue. When faced with a lengthy questionnaire, respondents may rush through or skip questions, resulting in incomplete or inaccurate data. On the other hand, a concise survey allows participants to focus on each question and provide thoughtful responses, leading to more accurate and reliable feedback.

Additionally, a shorter survey can boost survey response rates. People are more likely to participate in a survey when they perceive it as quick and easy. By minimizing the time and effort required to complete the survey, you remove potential barriers that might discourage participation. This ultimately increases the chances of gathering a larger and more representative sample, leading to more robust and valid results.

2. Do not ask Double-barreled Questions

Double-barreled questions combine multiple questions or concepts into a single question, thereby confusing the respondents and thus making it challenging for them to provide clear and accurate answers. 

For instance, instead of a double-barreled question like: 

• Are you satisfied with the communication skills of our customer support agents and the overall quality of support you received?

You should ask two separate questions like this:

• Are you satisfied with the communication skills of our customer support agents?
• How satisfied are you with the overall quality of support you received?

By asking focused questions, you ensure that respondents can provide specific feedback, allowing for a more precise analysis of their responses. So never include double-barreled questions in your surveys.

3. Prioritize Relevant and Actionable Questions

When designing your helpdesk survey, it is crucial to ask questions that directly address the customer experience and areas for improvement. By focusing on gathering feedback that can be acted upon, you can drive meaningful changes in your helpdesk service. One way to streamline this process is by leveraging customer feedback software that offers ready-made templates with relevant questions for your helpdesk survey.

Remember, the ultimate goal of your helpdesk survey is to gather actionable insights that drive meaningful changes in your helpdesk service. By asking relevant and focused questions, you can ensure that the feedback you receive is specific and actionable. This, in turn, will enable you to make improvements that enhance the customer experience and ultimately drive customer satisfaction and loyalty.

4. Include an Open-ended Question or Section

Open-ended questions are a valuable addition to any helpdesk survey because they give customers the opportunity to provide detailed and qualitative insights that may not be captured by closed-ended questions. By including at least one open-ended question, you allow customers to share additional comments, suggestions, or any other feedback they wish to provide about their experience with the helpdesk.

There are many advantages of open-ended questions. You can uncover valuable insights that may not have been anticipated or covered by the closed-ended questions in the survey. Customers have the opportunity to express their thoughts, ideas, and concerns in their own words, providing a deeper understanding of their experiences and perspectives.

Open-ended questions also allow customers to share specific details or examples that highlight their experiences, which can be immensely helpful in identifying areas for improvement or recognizing the strengths of the helpdesk. These responses provide a more complete picture of the customer experience and can guide decision-making and drive improvements to processes.

Furthermore, the qualitative nature of open-ended responses can help in identifying patterns, themes, and trends that may not have been apparent otherwise. Including an open-ended question or section in your helpdesk survey demonstrates that you value and prioritize the opinions and feedback of your customers. It shows that you are genuinely interested in hearing their thoughts and ideas and that you are committed to continuously improving your helpdesk services based on their input.

5. Make your Surveys Dynamic

Consider using features like Skip Logic and Branching in your survey design to tailor the survey experience based on respondents' previous answers. This ensures a more personalized and relevant survey for each respondent, improving engagement and data quality. By utilizing survey software that is powered with these features, you can create dynamic surveys that adapt to each participant's specific needs and preferences.

Skip Logic allows you to customize the survey flow by automatically skipping irrelevant questions based on the respondent's previous answers. For example, if a customer indicates that they have never used a particular feature of your helpdesk, you can skip the follow-up questions related to that feature. This not only saves time for the respondent but also ensures that they are only presented with questions that are relevant to their experience.

Question Branching takes personalization a step further by directing respondents to different sets of questions based on their previous answers. For instance, if a customer rates their overall satisfaction with the helpdesk as low, you can branch them to additional questions that delve deeper into the reasons for their dissatisfaction. On the other hand, if a customer rates their satisfaction as high, you can branch them to questions about specific features they found most helpful. This tailored approach allows you to gather more targeted feedback and gain a deeper understanding of your customers' experiences.

Conclusion

Conducting effective Helpdesk Surveys is crucial for gaining valuable insights into the Customer Experience with your helpdesk and improving the quality of your Customer Support Services. By incorporating the top questions mentioned in this article, you can gather actionable feedback to improve your Customer Support and provide your customers with great service.

Utilizing agent performance metric surveys like Customer Effort Score (CES), Customer Satisfaction (CSAT) Score, and Net Promoter Score (NPS) can provide standardized frameworks for measuring customer effort, satisfaction, and loyalty. Use an effective Helpdesk Survey Software that helps you create powerful and dynamic surveys to collect actionable insights from your customers.

Zonka Feedback is one such tool that can serve the purpose. You can try the Helpdesk Feedback Survey Template offered by Zonka Feedback to get started with creating your surveys and distributing them right away. Further, you can create any type of survey, including metric surveys, to measure Customer Satisfaction, loyalty, and perceived efforts to get an issue resolved. The tool is powered by features like Skip & Hide Logic and Survey Redirection to let you create dynamic surveys for your customers. It also offers a free trial.

Try Zonka Feedback for free for 7 days and see how it works to optimize your Helpdesk services.