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See what customers really think after every ticket! Measure customer satisfaction right after a ticket is updated, solved, or closed with the Support Ticket Customer Satisfaction Survey.
Zonka Feedback's Support Ticket Customer Satisfaction Survey Template captures immediate, honest customer feedback after each ticket. This tool is key for measuring satisfaction, evaluating agent performance, and taking actionable steps to enhance service quality and build loyalty.
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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.
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.
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.
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:
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.
Example Questions:
Technical Issues: “How satisfied were you with the technical expertise of our support agent?”
Billing Queries: “Did the support team clearly explain the resolution to your billing concern?”
Product-Related Questions: “How helpful was our support in addressing your product-related questions?”
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.
Example Questions:
Quick Resolutions: “Was the support team able to resolve your issue quickly and efficiently?”
Escalated or Multi-Step Resolutions: “How well did our team handle the more complex aspects of your issue?”
Unresolved or Partially Resolved: “How confident are you in the steps provided for ongoing resolution of your issue?”
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.
Example Questions:
Initial Contact: “How easy was it to initially reach out to our support team?”
Response Time: “How satisfied are you with the time it took to receive a response after submitting your ticket?”
Resolution Follow-Up: “Were you satisfied with the follow-up provided after the resolution?”
Customize questions to evaluate the customer experience across different support channels (email, chat, phone) to understand channel-specific satisfaction.
Example Questions:
Email: “Was the email support you received clear and responsive to your needs?”
Live Chat: “How would you rate the responsiveness of our live chat support?”
Phone Support: “How satisfied were you with the courtesy and assistance provided during your phone call?”
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.
Example Questions:
First-Time Support Interactions: “Was our support team able to effectively address your concern on the first interaction?”
Follow-Up Interactions: “How well did our team address your ongoing concerns from previous tickets?”
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.
1. How satisfied are you with the clarity and effectiveness of our communication?
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.
2. To what extent do you agree that the support team helped you enough to resolve your issues and get your job done?
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.
3. How would you rate the friendliness and courtesy of the support team?
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.
4. Did you find the support portal 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.
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?
Purpose: This question serves as a measure of customer loyalty by assessing if the experience left a positive impression strong enough to encourage referrals.
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.
7. How would you rate the accessibility of the support channels (e.g., chat, email, phone)?
Purpose: This question assesses whether customers can easily reach the support team through various channels, identifying any barriers to accessibility.
Use this Support Ticket Customer Satisfaction Survey Template after each ticket update, resolution, or closure to gain insights into customer satisfaction with support services. Follow these steps to customize, distribute, and analyze your surveys effectively:
Edit the Template: Begin by selecting ‘Edit this Template’ to access the survey form and make any adjustments. Tailor questions to fit specific aspects of your support process to capture targeted customer feedback.
Customize the Template: Modify questions to align with your support team’s goals, addressing areas like response speed, staff friendliness, or issue resolution. Use customizable options like skip logic, and multilingual surveys to make the form more inclusive and relevant for all customers.
Review and Adjust: Take a moment to review your customer satisfaction survey questions. Ensure clarity and relevance for each question, so they align with your ticket resolution process and effectively measure customer satisfaction.
Share the Survey: Select distribution channels best suited to your customer interactions. Options include:
Email surveys and SMS surveys sent after each support interaction for direct customer feedback.
In-app surveys for SaaS support, allowing customers to respond within your platform.
Integrated helpdesk platforms such as Zendesk or Intercom to trigger surveys seamlessly within your support system.
Streamlined Ticket Resolution Surveys: Embed surveys within communication channels to measure key customer satisfaction metrics like NPS and CES, pinpointing areas for service improvement.
Agent Performance Analytics: Access team performance reports and leaderboards to evaluate support agents and address any training needs. This data can enhance both customer satisfaction and team efficiency.
Real-Time Feedback Tracking: Use Zonka’s analytics for insights on trends, text analytics, and response tracking to make data-driven decisions. Track real-time customer feedback to close the feedback loop proactively.
Integration with Ticketing Systems: Easily connect with helpdesk platforms like Zendesk, Intercom, Freshdesk, and HelpScout to streamline survey response data and support information within one platform.
Automatic Alerts for Negative Feedback: Set up instant alerts for any new or negative responses, enabling your team to address concerns promptly and enhance customer loyalty.
With the Support Ticket Customer Satisfaction Survey Template, reaching customers through the right channels can make all the difference in gathering meaningful customer feedback. Here’s how each survey channel works to make surveys easy and accessible, so you can measure customer satisfaction more effectively.
Benefit: Email surveys let customers share their feedback at a time that suits them best. Emails can be personalized, making customers feel appreciated after each support interaction.
How to Use: Set up automated email surveys to be sent out after support tickets are updated or resolved. Including a direct link to the customer satisfaction survey helps customers quickly respond, letting you gather insights on their experience.
Benefit: SMS surveys are perfect for capturing quick, on-the-go feedback. Since SMS messages are opened quickly, customers are more likely to respond right away, providing feedback that reflects their immediate experience.
How to Use: Trigger an SMS with a short survey link right after a support interaction. This way, customers can rate their overall satisfaction instantly, helping you gather valuable insights while their experience is still fresh.
Benefit: Survey links are flexible and can be added to any communication, whether it’s an email, support article, or on the support portal. This makes it easy for customers to access the customer feedback survey from wherever they’re most comfortable.
How to Use: Add survey links to key touchpoints—like ticket closure emails or help articles—so customers can effortlessly provide feedback whenever it’s convenient for them. It’s a simple, effective way to collect customer feedback at multiple points in their journey.
Benefit: Live chat surveys allow customers to share how they feel about their interaction right then and there. It’s quick and relevant, plus customers don’t need to switch to another platform to give feedback.
How to Use: Prompt a survey to appear right in the live chat window after the conversation ends. This lets customers rate their satisfaction and address any pain points directly while the experience is still top of mind.
Benefit: In-app surveys work especially well for SaaS products, giving customers a seamless way to share feedback while using the app. It keeps customers engaged and makes it easy for them to offer insights without leaving the platform.
How to Use: Set up in-app surveys to pop up after customers submit a support ticket or complete a chat session. This enables quick feedback on customer satisfaction and highlights any specific areas to improve, all within the same environment.
Benefit: Surveys sent through integrated helpdesk platforms, like Zendesk or Freshdesk, keep customer feedback connected with support tickets. It’s an efficient way to track customer satisfaction survey responses alongside ticket history, helping the team act on feedback quickly.
How to Use: Use Zonka Feedback’s integrations to automatically send a customer satisfaction survey after each ticket closes. This way, feedback becomes part of the workflow, capturing valuable feedback effortlessly.
Captures feedback that truly matters after each support interaction Collect immediate, honest insights from customers right after each support ticket is resolved. Fresh feedback paints a clear picture of what’s working in the support process and what needs adjustment, so you can make impactful changes right away.
Offers powerful insights into agent performance and service quality Gain visibility into how each support agent performs, highlighting both strengths and areas for growth. With targeted feedback, you’re not only identifying skill gaps—you’re setting your team up for consistent improvement and a higher standard of service.
Pinpoints exactly where support processes need improvement Spot recurring issues before they turn into bigger problems. By analyzing responses from this survey template, you can identify common pain points in the support journey, making each interaction smoother and more satisfying for customers.
Enables proactive action to address customer concerns Catch customer concerns before they escalate. This template empowers your support team to quickly resolve issues, transforming potentially negative experiences into positive ones that build trust and satisfaction.
Drives customer satisfaction and builds lasting loyalty When customers see that their feedback leads to real improvements in support, they feel heard and valued. Acting on this feedback builds customer loyalty and shows a genuine commitment to enhancing their support experience over time.
The Support Ticket Customer Satisfaction Survey Template is designed to collect valuable feedback from customers post-support interactions. It aims to measure customer satisfaction, gauge opinions on the support service, and provide insights to identify areas for improvement in the support ticket process.
Customer satisfaction is crucial as it reflects the effectiveness of support ticket resolutions. By collecting customer feedback, businesses can measure satisfaction levels, identify pain points, and make informed decisions to enhance overall support services.
Customize the customer satisfaction survey template by utilizing the form builder in the editing interface. Tailor questions to measure customer satisfaction, loyalty, and opinions about the support services. The ability to create a personalized customer feedback survey ensures valuable information is gathered.
Include a mix of customer feedback questions such as rating scales, open-ended queries, and multiple-choice questions. Cover aspects like response speed, communication clarity, and overall satisfaction to collect valuable insights.
The Satisfaction Survey Template allows businesses to measure customer satisfaction effectively. It includes questions that help identify loyal customers, gather feedback data, and create a follow-up process to ensure continuous improvement.
Yes, the template is versatile and can be adapted to collect feedback from both satisfied customers and unhappy customers. By identifying areas for improvement, businesses can turn unhappy customers into loyal customers.
The Form Builder feature in the editing interface enables businesses to create customized customer satisfaction surveys. It allows users to manage details efficiently, access customer responses, and create a personalized feedback form to serve specific business needs.
Yes, the Support Ticket Customer Satisfaction Survey Template is adaptable to various industries and business types. By customizing the customer feedback questions and using the right keywords, businesses can create surveys that serve their unique customer feedback needs.
Collecting customer opinions provides valuable insights into areas that can be improved. By addressing customer feedback, businesses can enhance the overall customer experience, leading to customer loyalty, positive word-of-mouth, and potentially higher revenue.
Yes, businesses can easily access, manage, and analyze customer responses. The template allows users to fill in details seamlessly, track responses, and use valuable information to customize support services.
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