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Three questions. Adding a fourth measurably lowers completion.
| # | Question | Type | Required | Note |
|---|---|---|---|---|
| How satisfied were you with this support experience? | 1–5 scale | Yes | Anchor 1 as "Very dissatisfied" and 5 as "Very satisfied". Label every point, not just the ends. | |
| What is the one thing we could have done better? | Open text | No | Open, not multiple choice. The multiple choice options are always the ones you already thought of. | |
| May we contact you about this answer? | Yes / No | No | Only shown when the rating is 1 or 2. |
One rating question. Surveys that ask about speed, tone and outcome separately get abandoned halfway.
What to do with the numbers, and what not to do.
| Rule | Statement |
|---|---|
| Send when | Within an hour of the ticket closing, not in a weekly batch. |
| Report as | Percentage of 4s and 5s, not the mean. A mean of 3.8 hides two furious customers. |
| Sample size | Below about 30 responses a month, read the comments and ignore the number. |
| Never | Tie an individual agent’s pay to it. The score stops describing anything the moment it does. |
| Follow up | Every 1 and 2 that consented, within two working days. |
The open text is the useful half. The score tells you whether to read it.