Questions Included in the Support Ticket Feedback Form
This Support Ticket Feedback Form includes the following questions to help you collect customer feedback, gauge customer sentiment, track and improve support agents’ performance, and deliver better support experiences.
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1. How would you rate the support you received?
This question lets customers quickly share their initial reaction to the support they received. Their rating is a simple but powerful way to gauge whether they left the interaction feeling satisfied or if there’s room for improvement.
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2. Tell us about your experience.
This open-ended question invites customers to speak freely about their experience. By hearing directly from customers in their own words, you gain valuable insights into specific areas where your support team excelled or where small changes could enhance their journey.
Customizing the Questions Based on Support Ticket Specifics
Adjust questions in your Support Ticket Customer Satisfaction Survey Template to gather targeted feedback tailored to the unique aspects of each support interaction. Below are key areas for customization with example customer satisfaction survey questions for each:
Type of Issue
Customize questions according to the type of problem (e.g., technical issues, billing, product inquiries) to capture feedback on specific aspects of the support interaction. This approach helps identify pain points that may vary by issue type.
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Example Questions:
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Technical Issues: “How satisfied were you with the technical expertise of our support agent?”
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Billing Queries: “Did the support team clearly explain the resolution to your billing concern?”
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Product-Related Questions: “How helpful was our support in addressing your product-related questions?”
Ticket Resolution Level
Modify questions based on the resolution depth, whether it was a quick fix, multi-step solution, or complex escalation, to capture satisfaction with the specific resolution process. This approach helps measure overall customer satisfaction across varying resolution experiences.
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Example Questions:
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Quick Resolutions: “Was the support team able to resolve your issue quickly and efficiently?”
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Escalated or Multi-Step Resolutions: “How well did our team handle the more complex aspects of your issue?”
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Unresolved or Partially Resolved: “How confident are you in the steps provided for ongoing resolution of your issue?”
Customer’s Experience with the Support Process
Tailor questions to assess customer effort and satisfaction at each stage of the support process (initial contact, response time, and follow-up) for a comprehensive view of the customer's experience.
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Example Questions:
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Initial Contact: “How easy was it to initially reach out to our support team?”
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Response Time: “How satisfied are you with the time it took to receive a response after submitting your ticket?”
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Resolution Follow-Up: “Were you satisfied with the follow-up provided after the resolution?”
Support Channel Used
Customize questions to evaluate the customer experience across different support channels (email, chat, phone) to understand channel-specific satisfaction.
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Example Questions:
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Email: “Was the email support you received clear and responsive to your needs?”
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Live Chat: “How would you rate the responsiveness of our live chat support?”
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Phone Support: “How satisfied were you with the courtesy and assistance provided during your phone call?”
Repeat vs. New Tickets
Modify questions based on whether the ticket is a first-time support interaction or a follow-up on a previous issue, as this can impact customer satisfaction and expectations.
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Example Questions:
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First-Time Support Interactions: “Was our support team able to effectively address your concern on the first interaction?”
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Follow-Up Interactions: “How well did our team address your ongoing concerns from previous tickets?”
Additional Questions to Enhance Customer Feedback
Here are some more questions that you can consider including in this template depending on the nature of your business, your support process, and your survey requirements. These questions also include some popular metric-based questions that can help you gather actionable feedback response data.
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1. How satisfied are you with the clarity and effectiveness of our communication?
- Very Dissatisfied
- Dissatisfied
- Neutral
- Satisfied
- Very Satisfied
Purpose: This question assesses if the support team provided information in a clear and understandable way, which can greatly impact customer satisfaction and ease in resolving issues.
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2. To what extent do you agree that the support team helped you enough to resolve your issues and get your job done?
- Strongly Disagree
- Disagree
- Neutral
- Agree
- Strongly Agree
Purpose: This question captures whether the support team provided the assistance needed to fully address the customer’s issue, ensuring they could move forward with confidence.
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3. How would you rate the friendliness and courtesy of the support team?
- Very Unfriendly
- Unfriendly
- Neutral
- Friendly
- Very Friendly
Purpose: A friendly interaction can positively impact the customer’s overall experience, so this question gauges if the team’s demeanor helped make the experience pleasant and welcoming.
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4. Did you find the support portal easy to navigate?
- Very Difficult to Navigate
- Difficult to Navigate
- Neutral
- Easy to Navigate
- Very Easy to Navigate
Purpose: An easy-to-use support portal can help customers quickly find the information they need. This question identifies whether the portal’s design and navigation meet customer expectations for accessibility.
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5. Based on your recent experience with the support team, how likely are you to recommend these services to your friends and colleagues on a scale of 0 to 10?
- 0 - Not at all likely
- 1, 2, 3, 4, 5, 6, 7, 8, 9
- 10 - Extremely likely
Purpose: This question serves as a measure of customer loyalty by assessing if the experience left a positive impression strong enough to encourage referrals.
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6. Are there specific areas where you think improvements could be made in the support services?
Purpose: Customers often have direct insights into potential improvements, and this open-ended question provides space for them to suggest specific changes for a better support experience.
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7. How would you rate the accessibility of the support channels (e.g., chat, email, phone)?
- Very Inaccessible
- Inaccessible
- Neutral
- Accessible
- Very Accessible
Purpose: This question assesses whether customers can easily reach the support team through various channels, identifying any barriers to accessibility.