Survey template

Support satisfaction (CSAT) survey

A generic 'rate our support' average tells you nothing you can act on. This template ties every question to the specific interaction the person just had — was it resolved, how hard was it, was the agent helpful — so a low score points at a real, fixable moment.

Best for: Support leads and CX teams closing the loop on individual tickets.

The questions

1. How satisfied were you with how we handled this request?

   Rating

   The core CSAT score, tied to this ticket — not your overall feelings about the company.

2. Was your issue fully resolved?

   Single select

   Yes / Partly / No — resolution is the strongest driver of support satisfaction.

3. How much effort did it take you to get this sorted?

   Opinion scale

   The Customer Effort Score read — low effort predicts loyalty better than delight does.

4. How helpful was the person who assisted you?

   Rating

5. What, if anything, made this harder than it needed to be?

   Long text

6. Is there anything we could have done to resolve this faster?

   Long text

How to run it well

• Fire it right after the ticket closes, while the interaction is fresh — a survey sent days later measures memory, not the experience.
• Tie every response to the ticket ID and agent so a low score is traceable to a specific moment instead of an anonymous average.
• Watch the effort question as closely as satisfaction; high effort quietly erodes loyalty even when the issue technically got resolved.
• Set an alert on low scores and reply within a day — a fast follow-up on a bad ticket recovers more goodwill than the original fix.
• Separate 'resolved' from 'satisfied'; a resolved-but-painful ticket and an unresolved-but-friendly one need different fixes.

FAQ

CSAT, CES, or NPS for support?

Use CSAT and effort together at the ticket level — satisfaction tells you how it felt, effort tells you how hard it was, and the two together explain most support churn. Save NPS for the relationship, not the ticket.

Won't tying responses to a ticket reduce honesty?

Keep it tied for routing and follow-up, but tell people the score won't affect their service. Honesty stays high when there's a clear, non-punitive reason you're asking.

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