Customer survey questions for support teams
Customer survey questions that help support teams measure resolution, effort, communication, and recurring problems without sending customers a bloated form.
Is it right for you?
- Ask the survey immediately after a defined support interaction.
- Use one rating question and one optional open question at first.
- Separate service feedback from product feedback.
- Assign an owner for low scores and recurring comments.
- Do not survey every event if the same customer contacts you repeatedly.
Quick verdict
A small support team should ask fewer questions and link each one to a decision it can make. Start with one satisfaction rating and one open text field after a resolved case. Gorgias is a useful fit for ecommerce teams that want to trigger the request from a completed ticket, then tag and review the replies beside the customer conversation.
Try Gorgias →Ask questions that change a decision
A long survey creates more numbers, not necessarily more insight. A support team needs to know whether the case was resolved, whether the customer had to work too hard, and what went wrong when the answer is negative.
Pylon's guide for B2B support recommends brief, interaction-specific CSAT surveys and describes a three-question post-support survey as more useful than a long feedback form for many teams [Pylon, 2026]. The exact format is less important than the operating loop: someone sees the result, contacts a dissatisfied customer where appropriate, and looks for patterns across tickets.
Core questions for a post-support survey
Resolution
Did we resolve the reason you contacted us today?
Answer options: Yes / Partly / No.
Satisfaction
How satisfied were you with the support you received?
Answer options: Very dissatisfied / Dissatisfied / Neutral / Satisfied / Very satisfied.
Effort
Did you have to repeat yourself or contact us more than once for this?
Answer options: Yes / No.
Speed
Was the time it took to hear back from us reasonable?
Answer options: Yes / No / Not sure.
Open feedback
What could we have done better with this request?
Product signal
Did the issue come from a product problem, unclear instructions, or the support process?
Answer options: Product / Instructions / Support process / Other.
Use different questions for different cases
A delivery complaint, a technical troubleshooting case, and a return request should not receive the same form. The service question can stay consistent, while one extra question should reflect the customer's reason for contact.
| Case type | Extra question | What the team can change |
|---|---|---|
| Delivery or fulfillment | Was the order status information clear? | Tracking messages, carrier handoff, and help content. |
| Return or refund | Was the policy easy to understand? | Policy wording and approval workflow. |
| Technical issue | Did the steps solve the problem? | Documentation and escalation path. |
| Billing question | Was the charge explained clearly? | Invoice copy and payment support. |
Jotform groups customer-service survey questions into yes-or-no, rating, open-ended, and other formats [Jotform, 2026]. Use the format that produces a usable decision. A five-point rating is helpful for tracking a trend. An open answer is helpful when a low score needs explanation.
Close the loop in Gorgias
For an ecommerce support team, Gorgias can provide the ticket context that makes a post-resolution request more relevant. Trigger the survey after a case reaches a defined status, and carry the ticket category into the review process. A low score about a late delivery should not be mixed blindly with a low score about an agent's explanation.
Keep the recovery step modest. Review low scores on a schedule, check the original ticket before replying, and contact the customer only when the team has a meaningful next action. A rushed apology with no answer can make the experience worse.
Frequently asked questions
Q: How many questions should a support survey have?
A: Start with one rating and one optional open question. Add a case-specific question only when the answer leads to a clear operational change.
Q: When should I send the survey?
A: Send it soon after the customer experiences the support outcome, not weeks later when the details are fuzzy.
Q: What should we do with a low score?
A: Read the ticket, identify whether the issue is recoverable, and look for repeat patterns. Do not treat a low score as an agent-performance verdict without context.
Q: Should product feedback be in the same survey?
A: It can be, but label it separately. A customer may be happy with the agent and unhappy with the product.
Q: Can a support team survey every ticket?
A: It can, but frequent contacts may get survey fatigue. Consider suppressing the request after a recent response or grouping related cases.