Support plan questions that show what customers would pay for in support
Ask customers which support they use, how fast they need a reply and what would make a paid plan worth it. Each question below comes with when to ask it and what the answer tells you.
What support plan survey questions tell you
Support plan survey questions ask customers which plan they are on, how long they can wait for a first reply, which channels they want, how well support understands their setup and what a paid support plan should include. The answers show whether to sell faster replies, more channels or a named contact, and what each is worth to the customer.
Ask account admins and the people who open tickets once or twice a year, by email, and rate single tickets in a separate, shorter survey after each one closes. Pick five or six for the plan survey, and keep the points split for customers who pay for support or might.
Each response gets an owner and a status in the inbox, so a customer who can't reach a person gets a reply from the support lead. On every plan, workflows can send responses to Zendesk or Intercom, next to the tickets they describe.
- Questions
- 14
- Best asked
- Once or twice a year, by email to account admins
- Industry
- SaaS
- Where to find them
- From library in the Usertick survey editor, on every plan
The 14 support plans questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
The support customers have today
Start with the plan, the ticket volume and how each channel works, a baseline for every plan change.
- 01Multiple choice
Which support plan are you on?
One choice for the current plan, including I do not know. Replace the plan names with your own; a large share who don't know their plan suggests its benefits aren't visible.
- 12Number
How many support tickets do you open in a month?
Tickets a month, typed as a number. The median and the middle half show the typical load per account, which helps when you price plans by volume.
- 13Matrix
Rate each support channel you have used
Rates email, live chat, phone and the help center from very dissatisfied to very satisfied. The heat map shows which channel lets customers down.
- 05Stars
How well does support understand your setup?
Five stars for how well support understands the customer's setup. A low average is a case for account notes or a named contact on higher plans.
Speed and access
These set reply targets, the hours to cover and the languages to staff.
- 02Ruler
How many hours is an acceptable wait for a first reply?
Hours of acceptable wait for a first reply, on a ruler up to forty-eight. The median and the middle half set reply targets for each plan.
- 03Customer effort
How easy is it to get to a person instead of a help page?
A customer effort score for reaching a person instead of a help page. A low score means some customers feel stuck behind your help center; read the open answers for where.
- 09Dropdown
When do you usually need help?
When customers usually need help, from business hours to any time. The share of each answer shows which hours your plans need to cover.
- 10Yes / No
Do you need support in a language other than English?
Asks whether the customer needs support in a language other than English. The share of Yes helps decide which languages to staff first.
What customers want from support
Ask which channels customers want and what support can't do for them today.
- 04Multiple choice
Which support channels do you want?
Lets customers pick every channel they want, from email to a shared Slack channel. The bars show which channels to include in each plan.
- 08Text
What should support be able to do that they cannot?
An open question for what support should be able to do and can't today. The answers name missing powers, such as refunds or account changes, that slow every ticket.
What a paid plan is worth
End with the questions about paying for support, which show what each plan should lead with.
- 06Yes / No
Have you ever paid extra for faster support?
Asks whether the customer ever paid extra for faster support. The share of Yes shows how many customers already accept paying for speed.
- 07Big scale
How much would a named contact be worth to you?
What a named contact would be worth, on a ten-step scale. High scores from larger accounts point to a premium plan built around a named contact.
- 11Points allocation
Split 100 points across what a support plan should include
Customers split 100 points across faster replies, phone access, a named contact, training and health checks. Results shows the average points per item, a guide to what each plan should lead with.
- 14Text
What would make a paid support plan worth it for you?
An open question for what would make paid support worth it. Filter the answers by theme to find the benefit that comes up most, and test it as the lead of your paid plan.
Tips for asking about support plans
Small choices that get honest, useful answers.
- 01
Ask the people who open tickets
Send the survey to the admins and users who contact support, by email. Users who never needed help can't judge the plans.
- 02
Keep ticket ratings separate
Rate single tickets in a short survey after each one closes, and keep this survey for the plan itself.
- 03
Use your own plan names
Replace the placeholder plan names with yours before sending, so customers can answer the first question.
- 04
Build plans from the points
Use the average points per item to decide what each plan includes, and test it with customers who scored the named contact high.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about support plans
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Account admins and the people who open tickets. Send it by email to a contact list, and keep each survey to five or six questions.
Ask about the single ticket after it closes, with a rating and one open question. Ask about the plan once or twice a year in a separate survey.
Yes, on every plan, along with Intercom. Workflows can also post to Slack or Microsoft Teams, add rows to Google Sheets or call a webhook.
The acceptable wait, the channels wanted and the points split. Together they show what each plan should promise.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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