Support Channel Preference Survey
Which support channels customers want, by urgency and issue type.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
Channel strategy usually follows cost; customers route by urgency and issue type. This survey maps their actual preferences – chat for quick questions, phone for urgent breakage, email for paper trails, self-service for the confident – and where your current channel mix forces them into a channel they did not want.
The forced-into-wrong-channel moments are where satisfaction quietly leaks; matching channel investment to stated preference by issue type recovers it at surprisingly low cost.
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Page 1
How you prefer to get help
This survey asks how you would like to get help from us in different situations. Your answers help us decide which support channels to invest in. It takes about 2 minutes.
Q1.For each situation, which channel would you choose?*
| Self-service | Chat | Phone | ||
|---|---|---|---|---|
| Quick how-to question | ||||
| Something urgent is broken | ||||
| A billing dispute | ||||
| A complex configuration issue |
Q2.Have you ever been forced into a channel you did not want?*
- No
- Occasionally
- Regularly
Q3.Describe the last time the channel itself made getting help harder.
Q4.Which channel should we invest in most?
- Faster chat
- Better self-service
- Phone availability
- Email response times
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