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Customer support survey template

Check that support solved the problem, and how it felt to get there

Six questions after a support conversation: whether the issue was resolved, what is still open, the effort, the satisfaction, a rating of the person who helped and what to do better. Usertick reads every written answer and flags the urgent ones.

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What this customer support survey tells you

A customer support survey asks customers about a conversation with your team once it ends. This template starts with the question that matters most, whether the issue was resolved, and asks customers who say Partly or No what is still open. Then it measures effort and satisfaction, rates the person who helped on knowledge, courtesy and speed, and ends with an open question, in under two minutes.

It is written for an email to the customers your team helped, sent the same day or the next morning. Usertick has no trigger for a ticket closed in your help desk, so send it to a list of the day's customers, or put its link in the closing message your help desk already sends. It also runs as a conversation, one question at a time.

Results shows the share of resolved, partly resolved and unresolved issues, the effort and satisfaction scores against the period before, and a heat map of the agent ratings. Every written answer is read as it arrives, marked as a complaint, a question or praise, and flagged when it is urgent, so an unresolved problem reaches someone the same day.

In an emailAs a linkOn your websiteAs a conversation
Questions
6
Time to answer
About 2 minutes
Written for
An email the day a support conversation ends
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 6 questions, one by one

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

Question 1 of 6 · Multiple choice

Was your issue resolved?

Why ask it
Resolution comes first because an unresolved issue changes how every other answer should be read. It also sets the path: customers who answer Yes skip straight to question 3.
What you learn
A donut with the share of Yes, Partly and No, against the period before. Select No to see the effort, ratings and comments of the customers still waiting.
Make it yours
Keep the skip, so resolved customers move straight to the effort question, and give every No an owner in the inbox.
Question 2 of 6 · Text · Optional

What's still unresolved?

Why ask it
Customers who answered Partly or No say what is still open, in their own words, while there is still time to fix it.
What you learn
Each answer with its sentiment and theme, filterable by theme. Usertick flags the urgent ones, such as a customer locked out of their account, so they reach the top of the queue.
Make it yours
On every plan, add a workflow that posts every answer to this question to Slack or Microsoft Teams, so someone reopens the case within hours.
Question 3 of 6 · Customer effort

How easy was it to get the help you needed?

Why ask it
Effort shows the cost of getting help: repeated explanations, transfers and waiting. A customer can be pleased with the agent and still find the process hard.
What you learn
The average on the 1 to 7 scale and the share who found it easy, with a hard-to-easy bar, against the period before.
Make it yours
Select Yes or No in question 1 to compare effort for resolved and unresolved cases.
Question 4 of 6 · Stars

How satisfied are you with the support you received?

Why ask it
Satisfaction with the support as a whole gives you a CSAT figure to report each month, next to the resolution share.
What you learn
The average rating, a bar per star and the share who rated 4 or higher, which is your support CSAT, against the period before.
Make it yours
On every plan, an alert workflow tells your team in Slack when the average falls below a line you choose over the last 7 days.
Question 5 of 6 · Matrix · Optional

How would you rate the person who helped you?

Why ask it
Three short rows separate what the agent knew, how they treated the customer and how fast they replied, so coaching can focus on one of them.
What you learn
A heat map per row with the row averages, so a team that is courteous but slow to reply shows it at a glance.
Make it yours
To compare agents, add a dropdown that names the person who helped, then select a name in Results.
Question 6 of 6 · Text · Optional

What could we have done better?

Why ask it
The last question collects what the earlier ones missed, from a confusing help article to a request for phone support.
What you learn
Each answer with its sentiment and theme, filterable by theme, with up to 8 themes and their trends and a type such as complaint or idea.
Make it yours
Keep it optional, so customers who answered the scores can submit without writing.

What the answers show

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

How easy was it to get the help you needed?

The average on its own scale and the share who found it easy, against the period before and by device.

Was your issue resolved?

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.

How would you rate the person who helped you?

Each row's answers side by side, so the part that needs work stands out.

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 Support 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

    Send it the same day

    Send it to the customers your team helped today, or schedule it for the next morning, while the conversation is still fresh.

  2. 02

    Add the link to closing messages

    If your help desk sends a message when a case closes, add the survey link with ?utm_source=helpdesk, so each answer keeps where it came from for workflows and Google Sheets.

  3. 03

    Act on every No

    Give each unresolved case an owner and a status in the inbox. On every plan, a workflow can open a Zendesk ticket for it with the answers as an internal note.

  4. 04

    Keep the layout step by step

    The skip after question 1 runs in the step by step and chat layouts. A single screen shows every question at once and ignores it.

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
SupportContact form follow-upCheck that messages sent through your contact form got a timely, useful reply. Send it two days after the form is submitted.
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.

Frequently asked questions

Usertick doesn't send after events in another system, so it can't follow a ticket closed in your help desk. Send it by email to each day's customers, or add its link to the closing message your help desk sends.

A high rating on an unresolved issue means something different from the same rating on a solved one. The first answer also sets the path: Yes skips the question about what is still unresolved.

Reopen the case the same day. Select No in Results to see every unresolved case, give each one an owner in the inbox, and post them to Slack or Microsoft Teams as they arrive.

Skip people who already received this survey is on by default, so each customer gets it once. Turn it off for a send when returning customers should rate a new conversation.

Results shows the matrix for the whole team. Add a dropdown that names the person who helped, then select a name to filter the page to that agent's conversations.

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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