Example context. Preview only. Nothing is submitted.
When to sendSoon after a specific support conversation is marked resolved.
- 01
How was the help you received?
A positive rating can finish immediately.
See the question
- Were you satisfied with the support?
- Anchor the rating to one support conversation.
- 02
What could we do better?
After a negative rating, offer two optional ways to explain what went wrong.
See the questions
- What was the main issue?
- Separate an unresolved issue from slow or unclear communication.
- Anything you’d like us to understand?
- Let the customer describe the problem in their own words without requiring another answer.
Using the answers
Calculate positive ratings as a share of submitted ratings. Read negative answers alongside the conversation; survey replies do not represent every customer.
When to choose another form
As a general product satisfaction survey, or while the customer is still waiting for help.
Before you publish
Link each response to the relevant support conversation, and send after it is marked resolved.
Set up review of unresolved-issue feedback. A rating is not a fair stand-alone measure of an individual support agent’s performance.