Self-Service Portal Feedback
Did customers find the answer alone – or fail and email you anyway?
4 questions · 1 page · about 1 minute to answer · fully editable after you start
Every self-service success is a support ticket that never existed; every failure is a ticket plus a frustrated detour. This survey measures the portal's deflection honestly: what the customer came to do, whether they finished it unaided, where the flow lost them, and whether they ended up contacting support anyway – the double-cost outcome.
Trigger it on portal exit or after a completed flow. The finished-then-contacted-anyway segment reveals flows that look complete in analytics but leave customers unsure enough to double-check by email.
Template preview
This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.
Opens in the Light theme, or in your own default theme if you have set one — change it anytime to any of the 4 built-in looks, or build your own on a paid plan.
Page 1
Using the portal
This survey is about your visit to our online help and account area. Tell us whether you could get done what you came to do without asking anyone. It takes about 1 minute.
Q1.What did you come to do today?*
- Find an answer to a question
- Change account or billing details
- Track an order or request
- Download something
- Report a problem
- Other…
Q2.Did you get it done on your own?*
- Yes, fully
- Yes, but it took too long
- No - I contacted support
- No - I gave up
Q3.Where exactly did the portal lose you, if it did?
Q4.How confident are you that what you did actually worked?
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