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Contact form follow-up survey template

Make sure every message got an answer, and that the answer helped

Five questions for people who wrote through your contact form: whether they got a reply, how fast, whether it answered the question, how satisfied they are and what to do differently. Usertick reads every written answer and flags the urgent ones.

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What this contact form follow-up tells you

A contact form follow-up survey checks the part of service nobody sees: what happens after someone writes to you. This template asks whether people got a reply, how quickly it came, whether it answered their question, how satisfied they are with it on a five-star scale, and what you should have done differently. It takes about a minute.

It is written for an email about two days after the message, sent to the people who used your form that week. Usertick doesn't send on its own after a form is submitted, so import the week's senders as contacts from a CSV, add them to a list, and send or schedule the survey. The first question sits inside the email as two buttons.

Results shows the share who got a reply, a donut of reply times, the share whose question was answered, and the average rating with the share who rated 4 or higher, each against the period before. Select No on the first question to see every message that went unanswered. Usertick flags urgent written answers, so a lost sales lead or an upset customer reaches someone the same day.

In an emailAs a linkOn your websiteAs a conversation
Questions
5
Time to answer
About a minute
Written for
An email about two days after someone writes through your form
Plans
Every plan, the free plan included

See it on every channel

The same template on your website, behind a link, in an email and as a conversation.

In an email

Send it from Usertick to a contact list, with the first question inside the email. A tap on an answer opens the rest of the survey with that answer already kept. Usertick sends 50 emails a month on the free plan, or connect your own sender.

The 5 questions, one by one

What each question asks, why it is there, what it shows you and what to change.

Question 1 of 5 · Yes / No

Did you get a reply to your message?

Why ask it
Messages get lost in shared inboxes and spam folders. A yes or no shows how many people never heard back, which the form tool itself can't tell you.
What you learn
The share that said yes, against the period before. Select No to see every person still waiting; each answer is tied to the contact the survey went to.
Make it yours
Add a rule so No goes straight to question 5, since people who got no reply can't rate its speed or quality.
Question 2 of 5 · Multiple choice

How quickly did we reply?

Why ask it
Reply time shapes how people judge everything else. Four simple bands are easier to answer than a number of hours.
What you learn
A donut with the share and count of each band, and stacked shares over time, so a slower month shows in the next period.
Make it yours
Match the bands to the reply time you promise on your contact page, such as within one business day.
Question 3 of 5 · Yes / No

Did the reply answer your question?

Why ask it
A fast reply that misses the question still leaves work for the customer. This yes or no separates speed from usefulness.
What you learn
The share that said yes. Select No to read what those people say should have been done differently.
Make it yours
Select each band in question 2 and compare the yes share, to see whether quick replies are also good ones.
Question 4 of 5 · Stars

How satisfied are you with the reply you received?

Why ask it
The rating gives the whole exchange a satisfaction score you can report next to your support CSAT.
What you learn
The average, a bar per star and the share who rated 4 or higher, against the period before.
Make it yours
On every plan, add an alert workflow that tells your team in Slack when the average falls below a line you choose over 30 days.
Question 5 of 5 · Text · Optional

Is there anything we should have done differently?

Why ask it
An open question at the end catches what the earlier answers can't, such as a reply from the wrong team or one that asked for details already given.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends, and urgent answers flagged.
Make it yours
Keep it optional, and read the answers from people who said No to question 1 first.

What the answers show

Results turns each question into numbers you can follow week by week.

How satisfied are you with the reply you received?

The average rating and the share who gave 4 or 5 stars, against the period before.

How quickly did we reply?

The share of each answer with its count. Select an answer to narrow the whole page to those people and read what else they said.

Every written answer, read for you

Each answer arrives with its category, theme, type and urgency, so the urgent ones reach your team first.

Use this template in four steps

From the template to the first answers.

  1. 1

    Open the template

    Sign up free and pick Contact form follow-up in the template gallery. It opens in a matching style, ready to change.

  2. 2

    Make the questions yours

    Reword any question, change the options, and add logic or more questions.

  3. 3

    Choose where it runs

    Show it on your website, send it by email, share its link and QR code, or switch it to a conversation.

  4. 4

    Publish and read the answers

    Answers arrive in Results and the inbox as people send them, each written one read and filed by Usertick.

Tips for this survey

Small choices that keep people answering and the answers useful.

  1. 01

    Add the skip for no reply

    Add a rule on question 1 so No goes to question 5. People who never heard back go straight to telling you what to do differently.

  2. 02

    Send to each week's senders

    Export the week's senders from your form tool, import them as contacts and schedule the survey for two days later.

  3. 03

    Follow up on every No

    Give each No an owner in the inbox and reply the same day. A person who wrote and never heard back may be a customer you are about to lose.

  4. 04

    Check where messages go

    When No answers pile up, check the form's routing and the spam folder of the inbox it sends to before you look anywhere else.

Customer supportEmail surveysSupport questions

More support templates and questions

Templates like this one, and single questions from the library to add to it.

Templates

Browse all templates
SupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportLive chat ratingRate each chat conversation and see whether it solved the problem the first time. Show it when the agent closes the chat.
SupportPhone support ratingMeasure hold times, first-call resolution and how callers rated the person they spoke with. Send it by text or email right after the call.
SupportHelp search with no resultsCatch the questions your help center can't answer yet, straight from the search box. Show it when a help search returns no results.

Questions from the library

Browse the question library
  1. Was your issue resolved?Yes / No · Support
  2. How much effort did it take to get help?Customer effort · Support
  3. How could we have handled this better?Text · Support
  4. Have you had to complain to us before?Yes / No · Complaints and escalation
  5. What was the complaint about?Multiple choice · Complaints and escalation
  6. How seriously did we take your complaint?Stars · Complaints and escalation

Frequently asked questions

About two days after the message, which leaves time for a reply and is still recent enough to remember. Schedule each week's send, since Usertick doesn't send automatically after a form is submitted.

Export them from your form tool and import them as a CSV, with an email and a name on each line, up to 2,000 rows at a time. Add them to a list, then send the survey to that list.

Reply the same day, then find where the message went. Select No in Results to see everyone still waiting, and give each response an owner in the inbox.

You can, but then everyone who answers has had a reply, and the first question loses its point. A separate send also reaches the people your team missed.

Yes. Every template comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.

Yes. The template becomes your own survey, so reword any question, add or remove questions, and change the options and the logic. The gallery stays as it is.

Yes, from Starter. The template is written in US English. Add languages by hand or with AI translation, and each person sees the survey in their browser's language.

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