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Customer Support Satisfaction Survey

Measure the quality of a completed support interaction and identify unresolved customer needs.

13 questions
4 minute completion
Starter schema
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Preview

Interact with the actual form experience before opening the template in Formspace. Responses entered here are not saved.

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What's included

A quick static summary of the main sections and fields, so visitors can scan the structure before opening the full template.

Support case

Identify the interaction being reviewed.

4 questions
Includes:

Case or ticket reference, How did you contact support?, What did you need help with?, Was your issue resolved?.

Short textDropdownDropdownSingle choice

Service review

Rate the parts of the experience that matter most.

3 questions
Includes:

How would you rate the support you received?, How satisfied are you overall?, How easy was it to get help?.

Matrix fieldsRatingRating

Resolution and follow-up

Share only the detail needed to act on your feedback.

6 questions
Includes:

What still needs to happen?, What could we have done better?, What worked especially well?, Add a screenshot or photo if it helps explain the issue, plus 2 more.

Long answerLong answerLong answerFile upload

How to use this template

When to use it

Use this template when you need a structured feedback workflow for SaaS, Customer service, Professional services teams. It works best when the response needs enough context for a reviewer to take the next step without sending several follow-up messages.

How to customize it

  • Replace generic labels with language your respondents already use.
  • Move optional questions later in the form so the first page stays easy to complete.
  • Add internal routing notes or tags if different team members handle different response types.
  • Explain exactly which files are useful so respondents do not upload unnecessary documents.
  • Pair scores with one focused follow-up question so your team understands the reason behind the rating.

Example questions

Scan the questions and field types included in the template at a glance.

Short text

Case or ticket reference

Dropdown

How did you contact support?

Dropdown

What did you need help with?

Single choice

Was your issue resolved?

Matrix fields

How would you rate the support you received?

Rating

How satisfied are you overall?

Rating

How easy was it to get help?

Long answer

What still needs to happen?

Long answer

What could we have done better?

Questions about this template

What is the customer support satisfaction survey template for?

A focused post-case survey for support and customer experience teams that combines service ratings with resolution-aware follow-up. It is a good fit for SaaS, Customer service, Professional services teams that need a structured feedback workflow.

Can I customize this customer support satisfaction survey template?

Yes. Open it in Formspace to edit questions, pages, logic, branding, publishing settings, notifications, and response handling before sharing it.

What questions are included?

The template includes 13 questions across 3 sections. Example questions include: Case or ticket reference; How did you contact support?; What did you need help with?; Was your issue resolved?