You can think of this as your go-to resource for understanding and optimizing the effectiveness of your customer support. It’s designed to simplify the process of using surveys to evaluate how well your support team meets customer needs, enabling you to gather actionable insights that improve service at every touchpoint.

Here’s what you’ll find:

Whether you’re new to customer support evaluation surveys or looking to optimize your current approach, this guide will equip you with everything you need to design, deploy, and interpret surveys effectively. By leveraging these insights, you can elevate your support team’s performance, enhance customer satisfaction, and drive long-term loyalty.

The customer support evaluation survey measures how effectively your support team meets customer needs and resolves their issues. Not only that but it helps you gain insight into customer perceptions of your support team's responsiveness, knowledge, and overall performance.

These surveys typically ask customers to rate their support experience on a scale from 1 (very dissatisfied) to 5 (very satisfied), enabling you to collect both quantifiable metrics and qualitative feedback about your support team's performance:

How customer support surveys work

Based on their ratings, customers are categorized into three groups:

The “best” channel for a customer support survey depends on how and when your customers interact with your support team, the timing of feedback collection, and the method that ensures you capture their experience effectively. Here’s a breakdown of the most effective channels for different scenarios, just to get you started:

To get the most valuable insights from your customer support surveys, it’s important to target the right segments of your audience. Here’s a guide to the groups that can provide the most impactful feedback, some of them may be more obvious than others:

Creating your first customer support survey is easy, but first, you have to decide which channel you’ll be using. We’ve covered that on the previous section: What is the best channel for customer support surveys?

So whether you want to send customer support through email, or place it on your website or mobile app, we’ve got you covered.

Once you decide on which channel you’re going with, feel free to jump to that section:

In the main dashboard, click on the Create new survey button.

From there, pick how you would like to start. We recommend starting with an AI-assisted creation or template library for a swift creation. These will get you up to starting your survey in

no time!

If you started with the template library or AI survey creator, you’ll get your survey questions already set for you. You can later edit them to your liking, or add new questions by clicking on “Add new question”. Here you can find a complete list of question and action types.

If you’ve started using one of our pre-made templates or the AI survey creator, you’ll see that your survey questions are already set up for you. However, you can always edit these questions to better align with your brand's tone and the feedback you’re looking to gather. To make changes, simply click on “Add new question” or adjust the existing ones. Below, you’ll find a list of different ways to frame your customer support question, as well as some tips for customizing follow-up questions.

The primary customer support question is typically: "How would you rate your experience with our customer service team?"

However, we encourage you to tailor this question to better fit your brand voice and communication style. Here are some variations that our customers have used to align more closely with their specific business needs:

Crafting Effective Follow-Up Questions

Beyond simply asking about overall customer support, it’s essential to follow up based on the responses you receive. This helps you dig deeper into customer perceptions and improve their experience. Below are some of our recommended follow-up questions tailored to different satisfaction levels:

😍For Customers Who Gave a Score of 4-5 (Highly Satisfied)

They’re happy with your support, but it’s always valuable to follow-up to reinforce their positive experience and encourage further advocacy::

😐For Customers Who Gave a Score of 3 (Neutral)

Neutral feedback usually signals room for improvement. Use these follow-up questions to understand what led to their feedback::

😡For Customers Who Gave a Score of 1-2 (Dissatisfied)

These customers are clearly unhappy, so it’s important to address their concerns promptly to repair trust and prevent possible churn:

Going into the Configure tab, you can modify settings responsible for identifying the respondents and survey status.

If you want your respondents to be recognized, you have to have a tool selected in the field. There are plenty of tools to choose from including favorites like:

⚠️Important - if you need your responses to be anonymous, go ahead and skip this step.

In the connect tab, you can also integrate your survey with other apps that you use on a daily basis. This is, of course, optional, but we highly recommend that you take advantage of this feature

Essentially, integrations will help you automate processes and workflows. For example, you can create triggers based on survey responses to automate support tickets, task assignments, and personalized follow-up actions. The idea here is to have everything in one place, saving you time, improving efficiency, and ensuring that you act on customer feedback right away.

To give you a better idea of what you can do, here are some popular integrations that our customers use:

Hubspot -

The Survicate and HubSpot integration allows you to:

⚠️Bonus - with the new HubSpot App Cards feature, you can also:

Find out more about the HubSpot integration here.

Slack -

The Survicate and Slack integration allows you to:

Find out more about the Slack integration here.

Klaviyo -

The Survicate and Klaviyo integration allows you to:

Find out more about the Klaviyo integration here.

And the most important step to get your survey out there is to share it. In the Share tab, you can adjust the preview, description, and the name the respondents will see when the survey is opened in your browser.

⚠️Important - To share your survey, you will need to create that email in your email service provider and set up the audience there. From there, you can simply follow one of the options below to finish sending your survey:

All you need to do is copy the code generated once you click on the ‘Get your code’ button and paste it into an HTML editor of your software. It’s as easy as 1-2-3. No coding or technical skills required.

⚠️Important - Don’t forget to choose your email software in ‘Responses identification’ to see the names and emails of your respondents.

Remember it's important to follow-up no matter the kind of feedback you get. Here’s how you can act on the feedback depending on each segment from customer support surveys:

😍Highly Satisfied (Score 4-5):

These customers are very pleased with their support experience. Here are some ways you can engage with them:

😐Moderately Satisfied (Score 3):

These customers are somewhat content but may have encountered minor issues. Here’s how you can reach out to them:

😡Dissatisfied (Score 1-2):

These customers are unhappy with their support experience. Acting on their feedback is critical and you should not take it for granted:

And if you’re not a fan of the manual work…as luck would have it, we’ve got some new AI-powered tools to sort of…do the dirty work for you when it comes to taking your data and turning it into actionable insights.

Here you can make great use of our topics feature. Provided you have connected your survey to Insights Hub, it will take all of the feedback and automatically categorize it into different topics. Within every topic, you’ll find the direct feedback that it relates to making it easier for you act on it immediately.

Topics you’ll most often find:

Insights Hub is mainly used to:

For a full guide on how to use it, check this out. But not to leave you empty-handed, here are some ways you can apply it for your customer support surveys:

And of course on top of that, you get our research assistant. It…assists you with your…research 😀. Find answers to all your questions quickly and effectively just by asking it.

The research assistant takes your feedback and can answer your questions based on:

For a full guide on how to use it, check this out. For now, here’s the top reasons why you should try it out for your evaluate customer support surveys:

To get you on your way, try asking your research assistant some of these questions:

Use the momentum and ask your Promoters for a positive review. Using the ‘Thank you’ question type, you can redirect your Promoters straight to your favorite review site.

A very popular way of building customer support surveys is asking different follow-up questions to your respondent based on their previous response.

For example, to your Promoters, you can ask what is their favorite thing about your business, and to your Detractors you can ask what do you need to improve. You can achive that using survey logic feature. This feature allows you to ask different follow-up questions based on the selected score.

Survey logic simplifies the creation of different paths for respondents by skipping certain questions based on their previous answers. This allows you to customize the survey experience with tailored question flows and segment users according to their feedback.

As mentioned previously, your customer support survey comes ‘pre-packaged’ with logic. You can check how each question uses this feature, by simply clicking on the desired question and clicking the ‘Logic’ tab:

If you’d like to use this feature for your newly added questions, it’s quite easy to set up.

How to add logic

Step 1.

Once you’ve added your question and added a Single answer selection or a Dropdown list, as well as the other survey questions, head over to the Logic tab of the question and click on + Add new logic.

Step 2.

Here, you'll see the If answer condition, letting you decide when to apply logic.

You can choose to apply logic if the response is or is not equal to one of the answer choices or when it has any value.

This means you’ve got a lot of possibilities to work with. Here’s a breakdown:

If you select Answer 1 or Answer 2, this logic will work for the respondents who select Answer 1 or Answer 2.

If you select Answer 1 or Answer 2, this logic will work for the respondents who select anything other than Answer 1 and Answer 2, such as Answer 3.

In the main dashboard, click on the Create new survey button.

And from there you are met with a new screen. There are four options to choose from:

For the purpose of this guide, we’ll be focusing on ‘Use a template’.

If you started with the template library or AI survey creator, you’ll get your survey questions already set for you. You can later edit them to your liking, or add new questions by clicking on “Add new question”. Here you can find a complete list of question and action types.

If you’ve started using one of our pre-made templates or the AI survey creator, you’ll see that your survey questions are already set up for you. However, you can always edit these questions to better align with your brand's tone and the feedback you’re looking to gather. To make changes, simply click on “Add new question” or adjust the existing ones. Below, you’ll find a list of different ways to frame your customer support question, as well as some tips for customizing follow-up questions.

The primary customer support question is typically: "How would you rate your experience with our customer service team?"

However, we encourage you to tailor this question to better fit your brand voice and communication style. Here are some variations that our customers have used to align more closely with their specific business needs:

😍Crafting Effective Follow-Up Questions

Beyond simply asking about overall customer support, it’s essential to follow up based on the responses you receive. This helps you dig deeper into customer perceptions and improve their experience. Below are some of our recommended follow-up questions tailored to different satisfaction levels:

😐For Customers Who Gave a Score of 4-5 (Highly Satisfied)

They’re happy with your support, but it’s always valuable to follow-up to reinforce their positive experience and encourage further advocacy::

😡For Customers Who Gave a Score of 3 (Neutral)

Neutral feedback usually signals room for improvement. Use these follow-up questions to understand what led to their feedback::

For Customers Who Gave a Score of 1-2 (Dissatisfied)

These customers are clearly unhappy, so it’s important to address their concerns promptly to repair trust and prevent possible churn:

Going into the Target tab, this will give you a chance to target your website surveys to specific times, a certain group of visitors, and beyond.

It’s important that you target each survey to the visitors who are more likely to contribute meaningfully. Targeting has a lot of benefits, these include:

In the connect tab, you can also integrate your survey with other apps that you use on a daily basis. This is, of course, optional, but we highly recommend that you take advantage of this feature.

Essentially, integrations will help you automate processes and workflows. For example, you can create triggers based on survey responses to automate support tickets, task assignments, and personalized follow-up actions. The idea here is to have everything in one place, saving you time, improving efficiency, and ensuring that you act on customer feedback right away.

To give you a better idea of what you can do, here are some popular integrations that our customers use:

Hubspot -

The Survicate and HubSpot integration allows you to:

⚠️Bonus - with the new HubSpot App Cards feature, you can also:

Find out more about the HubSpot integration here.

Slack -

The Survicate and Slack integration allows you to:

Find out more about the Slack integration here.

Klaviyo -

The Survicate and Klaviyo integration allows you to:

Find out more about the Klaviyo integration here.

And the most important step to get your survey out there is to launch it. In the Launch tab, if you haven’t done so already, you’ll need to install the Survicate code on your site. You’ve got a couple of options to choose from:

Great, you’re to go now. Start your survey and gather customer insights right from your website or in-product. You can start it right awa or set a custom date to start your survey.

Once you’ve collected some feedback, you’re ready to analyze it. Here’s a section dedicated to analyzing your data.

In the main dashboard, click on the Create new survey button.

And from there you are met with a new screen. There are four options to choose from:

For the purpose of this guide, we’ll be focusing on ‘Use a template’.

If you started with the template library or AI survey creator, you’ll get your survey questions already set for you. You can later edit them to your liking, or add new questions by clicking on “Add new question”. Here you can find a complete list of question and action types.

If you’ve started using one of our pre-made templates or the AI survey creator, you’ll see that your survey questions are already set up for you. However, you can always edit these questions to better align with your brand's tone and the feedback you’re looking to gather. To make changes, simply click on “Add new question” or adjust the existing ones. Below, you’ll find a list of different ways to frame your customer support question, as well as some tips for customizing follow-up questions.

The primary customer support question is typically: "How would you rate your experience with our customer service team?"

However, we encourage you to tailor this question to better fit your brand voice and communication style. Here are some variations that our customers have used to align more closely with their specific business needs:

Crafting Effective Follow-Up Questions

Beyond simply asking about overall customer support, it’s essential to follow up based on the responses you receive. This helps you dig deeper into customer perceptions and improve their experience. Below are some of our recommended follow-up questions tailored to different satisfaction levels:

😍For Customers Who Gave a Score of 4-5 (Highly Satisfied)

They’re happy with your support, but it’s always valuable to follow-up to reinforce their positive experience and encourage further advocacy::

😐For Customers Who Gave a Score of 3 (Neutral)

Neutral feedback usually signals room for improvement. Use these follow-up questions to understand what led to their feedback::

😡For Customers Who Gave a Score of 1-2 (Dissatisfied)

These customers are clearly unhappy, so it’s important to address their concerns promptly to repair trust and prevent possible churn:

Going into the Target tab, this will give you a chance to target your website surveys to specific times, a certain group of visitors, and beyond.

It’s important that you target each survey to the visitors who are more likely to contribute meaningfully. Targeting has a lot of benefits, these include:

In the connect tab, you can also integrate your survey with other apps that you use on a daily basis. This is, of course, optional, but we highly recommend that you take advantage of this feature.

Essentially, integrations will help you automate processes and workflows. For example, you can create triggers based on survey responses to automate support tickets, task assignments, and personalized follow-up actions. The idea here is to have everything in one place, saving you time, improving efficiency, and ensuring that you act on customer feedback right away.

To give you a better idea of what you can do, here are some popular integrations that our customers use:

Hubspot -

The Survicate and HubSpot integration allows you to:

⚠️Bonus - with the new HubSpot App Cards feature, you can also:

Find out more about the HubSpot integration here.

Slack -

The Survicate and Slack integration allows you to:

Find out more about the Slack integration here.

Klaviyo -

The Survicate and Klaviyo integration allows you to:

Find out more about the Klaviyo integration here.

And the most important step to get your survey out there is to launch it. In the Launch tab, if you haven’t done so already, you’ll need to install and configure our SDK. Here are the options you can choose from:

Great, you’re to go now. Start your survey and gather customer insights right from your website or in-product. You can start it right awa or set a custom date to start your survey.

Once you’ve collected some feedback, you’re ready to analyze it. Here’s a section dedicated to analyzing your data.

Curious how others are using their surveys within their strategy? Here’s a collection of amazing customer success stories to spark some ideas and inspire you.

GetResponse optimizes support performance with feedback surveys

Providing exceptional customer support is critical for GetResponse, a leading email marketing platform. To ensure they deliver top-notch service, GetResponse uses our support satisfaction surveys to gather actionable feedback directly from customers.

Key Achievements:

GetResponse utilizes automated email and in-app surveys to capture customer sentiment immediately after support interactions. Integrating Survicate with Slack ensures quick response to feedback, enabling GetResponse to refine their support strategy and boost customer satisfaction.

Here’s the full story

To ensure a seamless user experience, Vestd, a UK-based equity management platform, combined qualitative and quantitative insights using our in-app surveys and FullStory. This approach helped them uncover friction points and improve customer journeys.

Key Achievements:

By integrating Survicate with FullStory, Vestd tracks user sessions tied to survey feedback. This helps them quickly identify pain points, optimize product updates, and refine the customer experience. Continuous in-app surveys and session recordings allow the team to stay agile, solving issues before they escalate.

Here’s the full story

Skuola.net enhances user satisfaction with targeted surveys

As Italy’s premier online educational portal, Skuola.net is dedicated to delivering tailored support to students. To continually improve user satisfaction, Skuola.net turned to our feedback tools, helping them optimize user experience and content.

Key Achievements:

Skuola.net uses Survicate to deploy NPS and content feedback surveys across high-traffic areas of their website. By integrating with tools like Google Sheets, they efficiently gather insights that guide content creation, product updates, and marketing strategies. Regular feedback loops ensure they stay agile, making timely adjustments to continuously meet student needs.

Here’s the full story

Can I include multiple languages in a single customer support survey?

Yes, Survicate supports multilingual surveys. The platform automatically detects a respondent’s language and displays the survey accordingly. Open-text responses can also be translated for analysis in your preferred language. Check out our article on that here.

Is it possible to customize the appearance of my customer support surveys?

Absolutely. Survicate offers robust customization options, enabling you to adjust colors, fonts, and logos to align with your brand identity. Additionally, you can add disclaimers, comment fields, and tailored question titles to provide more context for your respondents.

Can I create dynamic surveys that adapt based on customer responses?

Yes, we support logic branching, allowing you to customize the survey flow based on customer responses. For example, if a customer gives a low satisfaction score, you can automatically display follow-up questions to understand their concerns in more detail. Here's the section you're looking for.

Analysis questions

How can I export survey responses for further analysis?

You can export responses in CSV or XLS formats, with separate columns for open-text responses and other metadata. Use our advanced export options to include respondent identifiers, timestamps, and question-specific data. More on that here.

Can I link customer satisfaction survey responses to individual support tickets?

Yes. Survicate integrates with tools like Zendesk, Intercom, and Freshdesk to automatically link survey responses to specific tickets. This allows you to view customer feedback in the context of their support history.

Is it possible to analyze responses in real-time?

Yes, we have real-time response tracking. Slack notifications can be set up for instant alerts when critical feedback (like a very low score) is submitted, ensuring immediate follow-up by your support team. Check out more on that here.

What integrations can enhance my customer support surveys?
Just to give you some ideas:
Zendesk - you can link surveys to tickets for context-driven analysis

Intercom - trigger surveys directly after chat sessions

HubSpot and Salesforce - you can sync survey results with customer profiles

Slack - get notified of low scores in real-time for immediate action

but if you want a full list of integrations, you can check that out here.

Best practices

When is the best time to send a customer support survey?
The ideal time is shortly after the interaction ends, whether a ticket is closed, a live chat session ends, or an issue is resolved. This ensures the experience is fresh in the customer’s mind.

What are common mistakes to avoid in customer support surveys?

Help Center articles:

5 Surveys to Measure Customer Service Performance with Survicate

Net Promoter, NPS, and the NPS - related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.