This article will guide you how to create a user survey about support experience. With Specific, you can build one in seconds, using AI to do the hard work so you can focus on the insights.
Steps to create a survey for users about support experience
If you want to save time, just click this link to generate a survey with Specific. Creating a survey for users about their support experience is seriously this easy:
Tell what survey you want.
Done.
You don't even need to read further. AI will create the survey with expert knowledge—all you have to do is describe your goal. It will even ask follow-up questions dynamically to gather deeper insights, making the process smarter than old-fashioned forms. Or, if you want fine-tuned control or to create surveys on any topic or audience, you can start from scratch with the AI survey generator—easy and flexible for every purpose.
Why user surveys on support experience matter
Let's be honest: if you're not getting systematic feedback from users after support interactions, you're missing out on crucial opportunities to improve. Here’s why these surveys are non-negotiable:
85% of consumers believe it's important to share feedback with companies whose products or services they use, according to a recent SurveyMonkey poll. That’s a massive majority who want to help you get better—if you ask! [1]
Without an easy way for users to express what worked (and what didn’t), problems fester unnoticed and positive moments go uncelebrated. A direct pipeline to user sentiment lets you double down on delights and fix hidden frustration fast.
The importance of user recognition surveys and the benefits of user feedback aren’t just abstracts: companies who regularly survey and act on insights achieve higher customer satisfaction, stronger retention, and a better overall reputation.
If you’re only measuring CSAT with a single score or waiting for negative reviews, you’re flying blind. Well-designed surveys uncover nuanced causes, not just surface issues.
With so many users eager to give feedback, a structured support experience survey is one of the highest-leverage moves you can make for continuous improvement.
What makes a good survey on support experience
Building a great survey for user support experience is all about thoughtful design—not just dumping questions on people. Here’s what matters most:
Clear, unbiased questions: Avoid leading or confusing language. “How would you rate your experience?” is better than “How great was your experience?” as it encourages honest answers and better data. [3]
Concise and focused: Keep it brief. Surveys with more than 15 questions or over 10 minutes to complete can cause people to drop off, tanking both quality and response rates. [2]
Conversational tone: The best surveys feel like a real conversation, not just a cold form. This relaxes users and encourages them to open up.
Mobile-friendliness: More and more users respond on their phones—your survey should always be easy to complete on small screens. [2]
Consistent scales and timing: Rating scales should be clear and used in the same direction throughout, and surveys should happen soon after support interactions for more accurate recall. [5] [6]
Bad Practices | Good Practices |
|---|---|
Leading or vague questions | Clear, unbiased, focused questions |
Overly long forms | Short, on-point surveys (≤10 mins) |
Ignoring mobile experience | Optimized for phone and desktop |
No follow-ups or context | Conversational, context-aware AI followups |
The true measure of a good support experience survey is both the quantity and quality of responses. You want lots of users to respond—and you want their insights to be honest, clear, and actionable. If you nail both, you’ve got a winning formula.
What are question types with examples for user survey about support experience
There isn’t a one-size-fits-all survey question; the best support experience surveys blend several types to capture both structured data and genuine opinions. Here’s how to think about your options:
Open-ended questions are perfect for uncovering new pain points or experiences you hadn’t considered. They let users tell their story and often surface unexpected gems, especially after a specific support interaction. Use them as follow-ups to scaled or choice questions, or right at the start for qualitative depth.
What was the most helpful part of your recent support experience?
Is there anything you wish had gone differently during your support interaction?
Single-select multiple-choice questions work well for trend-spotting and benchmarking. They’re fast, easy to answer, and great for tracking progress over time.
How would you describe the outcome of your last support request?
Completely resolved
Partially resolved
Not resolved
No response / still waiting
NPS (Net Promoter Score) question lets you measure loyalty after a support touchpoint and compare “would you recommend us” sentiment over time. For anyone focused on customer advocacy, this number is gold. You can instantly generate a NPS survey for users about support experience to see this in action.
On a scale from 0-10, how likely are you to recommend our support team to others?
Followup questions to uncover "the why": Most actionable insights come from understanding the reason behind answers. Follow-ups dig deeper—especially after a generic or vague response. You want the full story so you can act on it.
Can you describe what made your experience positive or negative?
What could our support team have done differently in your case?
If you want to see more examples and tips for great user survey questions about support experience, check out our best questions for user surveys about support experience guide, where you'll also get strategies on crafting each type for maximum insight.
What is a conversational survey (and why it matters)
Conversational surveys go beyond the classic “form” approach by replicating a human-like dialogue. Instead of bombarding users with a static list of questions, they invite real-time, back-and-forth exchanges—probing gently with follow-up prompts, clarifying ambiguities, and building a flow that feels natural and respectful. This is what Specific is designed for, making each survey feel like a smart interview, not a tedious form.
Compared to traditional manual survey tools, using an AI survey generator is a completely different experience:
Manual Survey Creation | AI-Generated Survey (Conversational) |
|---|---|
Requires expertise and time to write | Survey crafted in seconds from a simple prompt |
No real-time followups | Dynamic, context-aware follow-up questions |
Static experience (form fatigue) | Feels like a chat with a smart interviewer |
Manual analysis required | AI-powered summary and analysis built-in |
Why use AI for user surveys?—It’s faster to set up, more engaging for users, and more effective at surfacing deep, actionable insights with less effort. AI survey examples consistently show higher completion rates, richer feedback, and lightning-fast results.
Specific offers best-in-class user experience in conversational surveys—both for those building user surveys and those filling them in. The chat-like flow minimizes friction and maximizes honest responses. For more on step-by-step setup, see our detailed guide on how to create a support experience survey.
The power of follow-up questions
Here’s what really sets a conversational user survey apart: smart, automated follow-up questions. Instead of leaving you with half-baked replies, the survey (powered by Specific's AI) recognizes when to probe for context, ask clarification, or dig a bit deeper. Learn more about this in our guide to automated AI follow-up questions.
User: “The chat took longer than expected.”
AI follow-up: “Thanks for sharing! Could you tell us what caused the delay, or where the process felt slow?”
This targeted second question turns uncertain feedback into detailed, actionable insight—without extra emails or back-and-forth. When follow-ups aren’t used, you end up with vague data and guessing games, slowing down improvement.
How many followups to ask? Usually, 2-3 conversational followups is enough to get to the root of a problem or highlight a moment of delight. You can enable a skip setting for when enough details are captured. Specific makes this easy with customizable followup depth and logic.
This makes it a conversational survey—not just a question form. With every answer, the survey adapts, probes, and learns, unlocking the real story behind each response.
AI-powered survey analysis: Even if responses come as rich text, modern AI makes it simple to analyze and summarize all that data. You can see how this works in our detailed guide to AI survey response analysis—so you’re always acting on insight, not guesswork.
Automated followups are a new paradigm—try generating a survey and you’ll see the difference in depth, speed, and actionable output right away.
See this support experience survey example now
Curious to see what a smart, conversational user survey with AI-powered follow-up questions looks like? Experience the difference—capture deeper insights quickly, and turn every support experience into an opportunity for improvement. Create your own survey and watch what happens when feedback starts a real conversation.