Best questions for free trial users survey about support experience

Here are some of the best questions for a Free Trial Users survey about support experience, plus practical tips for making them count. With Specific, you can build your survey for Free Trial Users in seconds—just describe the experience you want to understand.

Best open-ended questions for free trial users about support experience

Open-ended questions uncover the story behind your users' experience. They let Free Trial Users share real feedback, voice frustrations, and tell you what’s actually on their mind—insights you’d never get from checkboxes alone. Use these to dig deeper whenever you need the “why” and “how” behind quantitative survey results, or to spark new ideas for improving support. Here’s our definitive list:

1. What was your overall impression of the support you received during your free trial?

2. Can you describe a recent interaction with our support team and how it went?

3. What were your main goals or questions when reaching out to support?

4. Were there any challenges or frustrations you experienced while getting help?

5. How did our support team resolve your issue, and was the solution effective?

6. What could we have done differently to improve your support experience?

7. Did you find our support documentation or self-help resources useful? Why or why not?

8. How quickly did you receive a response, and how did you feel about the wait time?

9. Was there anything that surprised you—positively or negatively—about our support?

10. What’s the one thing you wish we’d change about our support for free trial users?

Open-ended questions are especially valuable because 84% of consumers are frustrated when a support agent does not have the right information, and you want to learn the details behind that frustration—straight from the source. [1]

Best single-select multiple-choice questions for free trial users about support experience

Sometimes you need quantifiable answers—or just a simple, easy start to the conversation. Single-select multiple-choice questions work when you want to measure overall satisfaction, spot trends over time, or make it super easy for Free Trial Users to reply. They’re perfect for busy respondents, and make follow-up questions a breeze.

Question: How satisfied were you with the support you received during your free trial?

• Very satisfied

• Satisfied

• Neutral

• Dissatisfied

• Very dissatisfied

Question: What support channel did you use most during your free trial?

• Email

• Live chat

• Help center/docs

• Phone

• Other

Question: How long did it take to get your issue resolved?

• Less than 1 hour

• 1-4 hours

• Same day

• Longer than 1 day

• Issue not resolved

When to followup with "why?" A “why?” is gold whenever the initial response is less than positive, unclear (“neutral”), or interestingly positive. For example—if a user chooses “Dissatisfied,” follow with: “Could you tell us what happened so we can make it better next time?” Getting the story behind a checkbox unlocks the actionable insights you really need.

When and why to add the "Other" choice? Use “Other” whenever your options can’t cover every case, or you want to discover alternatives you haven’t thought of. A followup (“Please specify”) lets Free Trial Users highlight unexpected issues or creative solutions that could reshape your support approach.

Structured multiple choice questions offer rapid benchmarking—but layering on a quick followup captures what’s missing in the numbers. And here's why: 90% of consumers believe customer support should offer accurate resolutions and have knowledgeable representatives. If users check “neutral” or “dissatisfied,” that qualitative followup will show you where things break down. [1]

NPS for free trial users: is it worth it?

The Net Promoter Score (NPS) question—“How likely are you to recommend us to a friend or colleague?”—offers a simple benchmark for overall experience. For free trial users, it’s a valuable pulse check: did our support and onboarding leave them confident enough to spread the word, or ready to churn? Since 93% of customers are likely to make repeat purchases with companies that offer excellent service [2], understanding the NPS helps connect support experience directly to future revenue and growth. See an NPS survey in action here.

The power of follow-up questions

Great surveys don’t stop at the first answer—they ask smart follow-up questions. Dynamic, AI-powered followups (like the ones you’ll find in Specific, see our automated followup questions feature) probe for the next layer: “why?”, “how did that make you feel?”, “can you give an example?” This is how you get from “It was fine” to real answers you can act on.

Followups collect full context, saving teams countless email threads and back-and-forths. Respondents feel heard, the conversation is natural, and you end up with richer data for analysis. Consider this:

• Free Trial User: “It took a while to resolve my issue.”

• AI follow-up: “Can you tell us about what took the most time, or where you got stuck?”

When the survey doesn’t ask why or ask for details, you’re left guessing what’s really going on—and risk acting on incomplete or misleading data.

How many followups to ask? In practice, two or three targeted followup questions are usually enough to clarify a user’s experience and surface actionable feedback. It’s smart to allow the interview to move on once you’ve hit the insight you need. You can easily set up this behavior in Specific’s survey settings.

This makes it a conversational survey: Each survey adapts to a respondent’s context and responses, turning static forms into real, engaging conversations with Free Trial Users.

Survey response analysis with AI—AI-powered response analysis (more here) lets you make sense of long, text-heavy answers in minutes, not hours. Don’t let the thought of “too much data” stop you: AI does the heavy lifting.

Automated AI-powered followups are new for many teams. Give it a spin and watch how much richer your survey insights become—no more chasing users for more details.

How to get great questions from ChatGPT or other GPTs

You don’t have to start from scratch—even when creating your own custom survey. ChatGPT (or any GPT-powered AI) can help by generating creative, relevant survey questions with the right prompt. Here’s a starter:

To get a set of open-ended questions, try:

Suggest 10 open-ended questions for Free Trial Users survey about support experience.

AI will perform much better if you give more context. For deeper, scenario-specific results, try:

I’m a SaaS product manager and want to learn what issues free trial users have with customer support, including live chat and help center. The product is used by small businesses. Our goal is to improve satisfaction and lower churn. Suggest 10 open-ended questions for these users.

To organize the results, prompt:

Look at the questions and categorize them. Output categories with the questions under them.

Then, to dig deeper into specific categories (say “speed of response” or “knowledge of agents”), ask:

Generate 10 questions for categories speed of response and knowledge of agents.

Iterate—and soon you’ll have a well-rounded set, ready for polishing and launching in an AI survey builder.

What is a conversational survey?

A conversational survey feels like a thoughtful chat, not a soulless form. Instead of clicking through checkboxes, your Free Trial Users reply as if they’re messaging a helpful guide—who asks clarifying questions, remembers what they just said, and genuinely cares about their experience. This resonates, especially because 33% of users are most frustrated by having to repeat themselves to multiple support reps. [3]

Here’s how it compares to manual forms:

Why use AI for free trial users surveys? Because it’s not about collecting the most responses—it’s about uncovering stories and frustrations that reveal exactly how to elevate the onboarding and support experience. AI survey examples and conversational surveys deliver clarity, context, and actionable data you’d miss in old-school forms.

With Specific, you get the most natural and frictionless user experience—conversational flows, instant AI-powered followups, and built-in analysis—so the feedback process feels easy and authentic for both you and your Free Trial Users. If you want more step-by-step detail, check out our guide on how to create a survey or tweak your survey easily with the AI-powered survey editor.

See this support experience survey example now

See the best survey questions for Free Trial Users in action and experience how conversational surveys with automatic followups unlock feedback you can actually use.