Social Media Support Feedback
Support in public: response speed, tone, and the DM handoff experience.
4 questions · 1 page · about 1 minute to answer · fully editable after you start
Support on social happens with an audience: the response time is public, the tone is screenshot-able, and the move to DMs is where resolution actually starts. This survey measures the channel's specific mechanics – first-response speed, tone appropriateness in public, the smoothness of the DM handoff, and whether the issue resolved without channel-hopping to email anyway.
Customers who chose social chose it for speed and visibility; if your resolution path funnels them to a webform, this survey will say so before your mentions do.
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Page 1
Getting help on social
This survey is about the help you received from us on social media. Tell us how quickly and how well we responded. It takes about 1 minute.
Q1.How fast was our first response to you?*
- Within the hour
- Same day
- Next day
- Longer
Q2.How would you rate each part of the interaction?
| Poor | OK | Great | Not applicable | |
|---|---|---|---|---|
| Tone of the public reply | ||||
| Smoothness of moving to DMs | ||||
| Actually resolving the issue there |
Q3.Did you end up having to use another channel anyway?*
- No - resolved on social
- Yes - email or phone
- Still unresolved
Q4.Why did you choose social media to reach us?
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