Best questions for customer survey about customer support satisfaction

Here are some of the best questions for a customer survey about customer support satisfaction, plus tips for crafting an insightful survey. You can easily build a customer support satisfaction survey in seconds using Specific’s AI survey generator.

Best open-ended questions for customer support satisfaction surveys

Open-ended questions let you really hear the customer’s voice—they offer the context, emotions, and specifics that simple choices can’t capture. They’re perfect when you want to go beyond counting data, and start discovering what actually matters to your customers. This is where customers describe their needs, frustrations, and expectations in their own words—the sorts of insights traditional forms rarely surface. When you want to dig deeper, open ends are your go-to.

Here are 10 of the most effective open-ended questions for any customer survey about support satisfaction:

1. What part of your recent support experience impressed you the most?

2. Can you describe a time when our support team exceeded your expectations?

3. Were there any issues that weren’t resolved as you’d hoped? Please explain.

4. What could we have done to make your support experience easier?

5. In what ways do you think our customer support could improve?

6. What feelings did you have about your interaction with our support team?

7. Did you encounter any difficulties or delays when reaching out? Please share details.

8. How do you usually prefer to contact our support team, and why?

9. What is one thing you wish we would change about our customer support approach?

10. If you could give one piece of advice to our support team, what would it be?

We find that these sorts of questions not only surface actionable insights, but they can even uncover unexpected pain points or “magic moments” that drive loyalty. And that matters—because 93% of customers are likely to make repeat purchases with companies that offer excellent customer service [1].

Best single-select multiple-choice questions for customer support satisfaction surveys

Sometimes you want to quickly quantify satisfaction, spot trends, or lower the friction of answering. This is where single-select multiple-choice questions shine. They’re fast to answer, making them great for mobile or busy respondents; they also produce data you can chart, filter, and compare over time.

They also help get the conversation going—a customer can pick a choice in seconds, then you follow up with a tailored open-ended question to explore “why.” Here are three examples that combine practical measurement with a gentle nudge toward richer feedback:

Question: How satisfied were you with the resolution to your support request?

• Very satisfied

• Satisfied

• Neutral

• Dissatisfied

• Very dissatisfied

Question: How quickly did you receive a response from our support team?

• Immediately (within 2 minutes)

• Within an hour

• Within 24 hours

• More than 24 hours

• Other

Question: Which support channel did you use for your most recent inquiry?

• Email

• Phone

• Live chat

• Social media

• Help center / FAQ

• Other

When to follow up with "why?" Whenever a customer selects a rating or category, asking “Why did you choose this?” opens the door to specifics. For instance, if someone rates their support experience as “Neutral,” a direct follow-up—“What could we have done to move that to ‘Satisfied’?”—often uncovers actionable feedback.

When and why to add the "Other" choice? Add “Other” when your listed options don’t fully capture every possible answer. Following up on “Other” lets customers explain experiences or channels you didn’t anticipate—an easy way to spot service gaps or trending needs you might have missed.

Should you add an NPS question to your customer support satisfaction survey?

Absolutely. The Net Promoter Score (NPS) is one of the simplest—and most impactful—ways to measure customer loyalty after a support interaction. It asks customers to rate, on a scale from 0–10, how likely they are to recommend your company based on their recent experience. This lets you segment promoters, passives, and detractors, and track changes over time—all directly tied to support quality.

You can instantly generate an NPS survey about customer support with Specific and add tailored follow-up logic (for example, asking promoters what wowed them, or detractors what went wrong).

Given that over 50% of U.S. consumers will switch to a competitor after just one bad support experience [3], regularly monitoring your NPS post-interaction is critical for retention and long-term growth.

The power of follow-up questions

We can’t overstate this: great surveys go deeper. Specific’s AI-powered follow-up questions can ask in real time—adapting instantly to a customer’s initial reply, like an expert interviewer. This means you uncover full context, clarify unclear answers, and weed out misunderstandings on the spot. Imagine not having to email for clarification—a huge time saver.

• Customer: “I had to wait a while, but it was fine.”

• AI follow-up: “Can you tell me how long you waited and if anything could have made that wait feel shorter?”

Without the follow-up, you’d never know the actual wait time or the pain point. AI’s ability to probe deeper closes the gap between vague responses and actionable insights.

How many follow-ups to ask? Generally, 2–3 follow-ups are enough—enough to get details, not so many as to create survey fatigue. We recommend setting a “skip to next question” option in your survey after you collect what you need. Specific lets you adjust this with a simple setting.

This makes it a conversational survey: Follow-ups transform the survey into an ongoing conversation, not a one-way form—respondents feel heard and engaged, which leads to richer responses and less drop-off.

AI survey response analysis, text summarization, and theme extraction: There’s no need to read every word of open-ended responses yourself. AI makes it painless to analyze all your responses, extracting key insights and patterns even from long text.

Automated follow-up questions are a new frontier—if you haven’t tried generating a survey this way, give it a go and experience the difference first-hand.

How to get great survey questions using ChatGPT or any other AI

You don’t need to start from scratch. Try prompts like these to make GPTs do the heavy lifting for you.

Quick version (if you want a fast list):

Suggest 10 open-ended questions for Customer survey about Customer Support Satisfaction.

The more context you give AI, the better your results. For example:

We’re a SaaS company with chat and phone support. Our goal is to identify friction points and drivers of loyalty, focusing on U.S. customers. Suggest 10 open-ended questions for a Customer Support Satisfaction survey.

Once you have your draft, sort them for structure:

Look at the questions and categorize them by type. Output categories with the questions under them.

Focus on the topics that matter most:

Generate 10 questions for the categories “Channel preference, Speed of resolution, Agent empathy.”

With smart prompts and a conversational survey builder, you get a tailored AI survey that fits your exact needs.

What is a conversational survey?

A conversational survey feels more like a natural chat than a form—it’s dynamic, reactive, and engaging. Instead of hitting your respondents with a static list, the survey adapts based on earlier replies. Follow-ups dig deeper for clarity or context, just like a person would. This live back-and-forth means insights are richer, customers are less likely to drop off, and responses are more faithful to real experiences and needs.

Compare for yourself:

Why use AI for customer surveys? Because AI survey generators build, iterate, and analyze conversational surveys in a fraction of the time. You can adapt instantly, scale fast, and never miss a key insight. Plus, as 60% of companies now use AI-driven chatbots (up from 25% just three years ago) [2], your customers increasingly expect slick and AI-powered experiences.

If you want to see how to create a conversational survey step by step, check out our how-to guide. And if you want to edit your survey as you chat with AI (instead of endless form fields), try the AI survey editor—it’s fast and forgiving.

Specific offers best-in-class conversational AI survey tools, making it easy to engage your audience and get feedback that’s actually useful—every step of the way. Whether you launch it on a landing page or directly in your product, these AI-driven surveys deliver a smooth and modern experience for everyone.

See this customer support satisfaction survey example now

Start building a smarter survey and discover what really drives customer loyalty—see the most effective questions in action and upgrade your feedback game with automated follow-ups and AI-powered insights from Specific.