Support and Service Feedback (CSAT)

Capture right after a support contact how satisfied your customers were with the resolution, the advice and the effort involved.

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Support and Service Feedback (CSAT) – questionnaire preview

This template measures satisfaction after a support contact: whether the issue was resolved, how friendliness, competence and speed are rated and how much effort was required. That shows where your service team shines and where it gets stuck.

When should you use this template?

This template is a great fit for:

  • Right after a phone, chat or email contact
  • After a support ticket is closed
  • For ongoing quality control within the service team

Every question in this template

  1. 1

    How satisfied are you with the resolution of your issue? *

    Rating
  2. 2

    Was your issue resolved? *

    Single choice
    • Yes
    • Partially
    • No
  3. 3

    How would you rate our service team on the following points?

    Matrix
    Very poorPoorAverageGoodVery good
    Friendliness
    Competence
    Speed
  4. 4

    How easy was it to get your issue handled with us?

    Rating
  5. 5

    What should we improve about our support?

    Long text

Frequently asked questions

What does this support survey measure?
It combines a CSAT question on resolution satisfaction with ratings for friendliness, competence and speed plus a CES question on effort – a complete picture of service quality.
When should I send the survey?
It is most effective right after the contact or immediately after the ticket is closed, while the experience is still fresh.
Is the survey GDPR-compliant?
Responses are stored in your DataLion project and can be collected anonymously. No personal data is captured unless you add questions that ask for it.

Start with this template

Load the template into DataLion, adapt it to your brand and start collecting responses — GDPR-compliant, in minutes.

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