Customer Support CSAT Survey Questions

Customer support CSAT survey questions should measure one recent support experience. Ask a clear rating question, then give the customer an optional place to explain the rating.

The question bank below gives you options for different support goals. Choose the smallest set that will lead to a real decision.

Start with one core CSAT question

Use a question that names the interaction:

How satisfied are you with the support you received for this request?

Use a consistent scale. A five-point scale is easy to label:

1. Very dissatisfied
2. Dissatisfied
3. Neither satisfied nor dissatisfied
4. Satisfied
5. Very satisfied

Do not change the scale while you compare results across periods.

Then ask one optional follow-up:

What is the main reason for your rating?

This pair gives you a number and the customer's own explanation.

CSAT questions after a solved ticket

Choose one question. These are alternative measures. The first two measure satisfaction. The others measure resolution, effort, or clarity and should be tracked separately.

• How satisfied are you with the support you received for this request?
• How satisfied are you with the final outcome of this request?
• Did the support you received solve your problem?
• How easy was it to get the help you needed?
• How clear were the steps in our answer?

Then choose one open question:

• What could we have done better?
• Which part of the answer helped most?
• What is still unresolved?
• Was any step hard to understand or complete?
• What should we know about this support experience?

Do not place all ten questions in one post-ticket survey. Pick one measure and one follow-up that match the decision you need to make.

Questions for low ratings

Use conditional follow-up questions after a low rating:

• What did you still need when the ticket was closed?
• Did you receive an incorrect answer, wait too long, or face another problem?
• Which step caused the most trouble?
• Would you like our team to review this request again?

If you offer another review, create a real workflow and owner for it.

Low ratings can guide a targeted customer support quality assurance review. Read the ticket with the survey comment instead of judging the score alone.

Questions for AI support conversations

Keep the question tied to the answer, not to AI in general:

• Did this answer solve your question?
• How clear was this answer?
• Were the suggested steps correct for your situation?
• What information was missing?
• Did you know how to reach a person if needed?

Use yes or no when you need a direct outcome. Use a rating scale when degrees matter. Do not combine two ideas in one question, such as “Was the answer fast and correct?” A customer may think it was fast but wrong.

When a customer says the answer did not solve the issue, give a clear next step. The AI human handoff guide explains how to keep context when the request moves to a person.

Questions about response and resolution

Perception questions can add context to measured ticket times:

• How satisfied are you with the time to our first reply?
• How satisfied are you with the time it took to resolve the request?
• Did we keep you informed while we worked on the issue?
• When did the wait feel unclear or too long?

Keep these answers separate from system timestamps. A survey records the customer's view. The help desk records elapsed time. The first response time and resolution time guide explains how to calculate both measures.

Time the survey to the event

Send a post-support survey after the team applies its resolution rule. Do not send it while the customer still expects work.

If a ticket reopens, decide whether the earlier survey remains part of the final result. Document the rule. A customer who rated an early answer before discovering that it failed had a different experience from a customer whose issue stayed solved.

Avoid sending several surveys for the same event through different channels. Record which customer, ticket, survey version, and date each response belongs to.

Calculate and label CSAT consistently

One common CSAT calculation treats the top two answers on a five-point satisfaction scale as satisfied. Use only answers to a satisfaction question in this formula. Do not mix resolution, effort, or clarity answers into the CSAT result.

CSAT percentage = satisfied responses ÷ all valid responses × 100

Example with fictional responses:

42 satisfied responses ÷ 50 valid responses × 100 = 84%

State which answers count as satisfied. Report the response count with the percentage. A score based on 5 replies carries different evidence from a score based on 500 replies.

Also review the response distribution and comments. An average can hide a group of very dissatisfied customers.

Avoid common survey errors

• Do not ask “How great was our support?” It leads the answer.
• Do not ask about the product when you mean the support interaction.
• Do not combine speed, tone, and outcome in one question.
• Do not require an essay after every rating.
• Do not compare teams that receive very different issue types without context.
• Do not use CSAT as the only quality measure.
• Do not ask for feedback that no owner will review.

Zendesk's overview of customer satisfaction surveys describes five- and seven-point Likert scales as common ways to collect graded feedback. Choose one scale that fits your workflow and keep it stable.

Turn responses into a weekly action

Each week, read low ratings, a sample of middle ratings, and a sample of high ratings. Tag the reason: wrong answer, long wait, unclear step, poor handoff, product defect, policy disagreement, or another cause. Assign content, process, coaching, or product work to an owner.

Support Station includes ticket satisfaction reports with great, okay, and bad ratings, plus team and agent breakdowns. Review the current Support Station features, then connect satisfaction data with ticket quality and response time instead of using one score by itself.