PaneliaTools

Customer support satisfaction survey

Support satisfaction plays out on three dimensions that must not be conflated: was the problem solved (effectiveness), in how much time and how many back-and-forths (effort), and with what quality of interaction (relationship)? A ticket can be solved fast and coldly, or warmly but in five exchanges. Measuring only a global score means giving up on knowing which of the three drags yours down.

The generated questionnaire fits in five to seven questions sent at ticket closure: request confirmation (screening), actual resolution as single choice, perceived effort and friendliness on consistent scales, the standard CSAT rating, and a free verbatim. Short on principle: your customers just spent time with support, every superfluous question costs you completion rate.

Describe the goal of your survey

10 to 400 characters. The more precise the goal, the more relevant the questions.150/400

Language and culture of the generated survey — independent from the interface language.

Survey ready. Not keen on waiting for 200 real answers?

Panelia answers it in 10 minutes with a synthetic panel calibrated on real consumer patterns — test your concept, your price, your message.

Run this survey on 300 synthetic respondents

Frequently asked questions

What questions belong in a support satisfaction survey?
Was the problem solved (yes/no/partially), in how many contacts, perceived effort (CES scale), relational quality, a global CSAT rating and a verbatim. Five to seven questions sent at ticket closure, no more.
CSAT, CES, NPS: which one for support?
CSAT (satisfaction with the interaction) and CES (effort the customer had to make) complement each other well at ticket level; NPS is measured at overall relationship level, not per exchange. This generator combines CSAT and effort in one short outline.
Should every ticket trigger a survey?
Yes, but capped: the same customer should not receive the survey more than once a week, on pain of fatigue and punitive scores. Analyse by agent, channel and request type — that is where the gaps show.

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