If you aren’t getting value from customer surveys, you may be asking the wrong questions. Generic satisfaction surveys can produce low response rates and vague feedback that isn’t useful.
This guide includes a practical list of customer satisfaction questions designed for B2B support insight. Beyond just asking the right questions, you also need to ask them at the right time. The lists in this guide organize questions by support moment, with guidance on when to ask and how to act on the answers.
Once you know what to ask and when, the next step is using the right channels. With Pylon’s Surveys, you can create surveys inside your support platform and send them to customers in Slack, email, in-app chat, or other channels they already use.
What are customer satisfaction questions?
Customer satisfaction questions are short survey questions that measure how customers feel about a recent interaction, their customer journey, or the overall relationship.
Here are the main types of questions B2B support teams can use, and when they’re most useful.
Customer satisfaction score questions
Customer satisfaction score (CSAT) questions are short, focused queries for measuring how happy customers are with the support they receive. Use CSAT questions after individual interactions between customers and support team members to measure the interaction’s success and impact.
Customer effort score questions
Customer effort score (CES) questions measure how easy or difficult it was for customers to accomplish a task. After resolving a customer issue, CES questions are a good way to identify points of operational friction in the process.
Net promoter score questions
Net promoter score (NPS) questions measure how likely customers are to recommend or promote the company or product to others. Asking NPS questions on a regular schedule, like once per quarter, tracks customer loyalty and measures the overall strength of customer relationships.
Open-ended questions
Asking open-ended questions generates more detailed customer feedback. Use open-ended questions in moderation and in combination with other types of questions as a way for customers to give more context to their answers and show you areas for improvement.
21 customer satisfaction questions to ask}
B2B customers give more specific feedback when the questions are well timed and relevant to their recent experiences.
Here are 21 sample client satisfaction survey questions, organized by the moments when you should ask them.
Questions to ask after a ticket is resolved
Here are some examples of customer satisfaction survey questions to send right after an issue closes:
- On a scale of 1 to 5, how satisfied are you with the support you received today?
- How quickly did we respond to your issue?
- Did we resolve your issue on the first contact?
- Was the issue resolved to your satisfaction?
- How knowledgeable were our support team members?
- What could we have done better?
Pylon CSAT surveys use a five-point scale, with a text box for optional comments. Pylon sends one CSAT survey per issue and makes it visible only to the person who opens it in the issue’s Slack thread.
Questions to ask during onboarding
Send these questions a few weeks after kickoff or after a key onboarding milestone:
- How often do you use our product?
- Which features do you find most valuable?
- What other features would you like to see?
- What problem does our product solve for you?
- How helpful is our onboarding support?
- What’s one thing we can do to improve your customer experience?
Questions to ask after an escalation, bug fix, or integration issue
After a fix is live, ask customers how easy the process was for them. With Pylon, you can send personalized surveys with custom rating scales and follow-up questions.
Here’s a sample questionnaire on customer service that you can use for CES surveys:
- How easy was it to resolve your issue?
- How did this experience compare to your expectations?
- What was the most difficult part of the process?
- What’s one thing we can do to make it easier to resolve problems?
Questions to ask at account check-ins and before renewals
Here are some relationship questions to ask periodically or ahead of renewal conversations:
- How likely are you to recommend our service to a colleague or friend?
- What’s the main reason for the score you gave?
- How well does our product meet your business needs?
- How likely are you to continue working with us over the next 12 months?
- Is there anything else you’d like us to know?
Pylon NPS surveys use a standard 0–10 scale with free-response follow-ups. You can adjust the settings to prevent survey fatigue by sending on a quarterly cadence or pausing them for individual accounts.
How to send customer satisfaction questions with Pylon’s Surveys
You don’t need to find and manage a separate survey tool to send out customer satisfaction questions. With Pylon’s Surveys, you can send the right questions at the right time without leaving your customer support platform.
Here are some features that can help you create better customer feedback surveys:
- Three survey types in one place. Build CSAT, NPS, and custom surveys in the same tool, and view the results in a single dashboard with responses linked to the accounts they came from.
- Trigger-based sending. Configure surveys to send automatically based on particular triggers. You can send a CSAT survey after resolving an issue, for example, and an NPS or custom survey when a customer is approaching renewal.
- Cooldown periods and exclusions. Reduce survey fatigue by pausing surveys to particular customers or for a certain issue type.
- Omnichannel delivery. Send customer surveys through the same channels customers use for their interactions. If you resolve an issue on Slack, for example, send the survey on Slack so it’s convenient for the customer to respond. You can also use channels like email, live chat, or web pop-ups.
How to act on customer satisfaction feedback
Following these best practices helps turn survey responses into real customer support improvements:
- Follow up quickly in response to low scores. Track CSAT results in your analytics dashboard, and promptly contact any customers who give low scores or negative comments. Acknowledge the feedback and explain how you plan to address it.
- Find recurring themes. Analyze open-ended answers to identify frequent complaints and unmet customer needs. Pylon’s Assist Agent can help you dig into results, for example by building an analytics chart or answering questions about the customers behind them. Use these recurring themes to prioritize fixes.
- Update the knowledge base. Use customer feedback to create updates and new resources in your knowledge base so customers experiencing similar issues can find answers quickly.
- Use feedback trends for coaching and workflow changes. Give your team appropriate training and coaching to address customer complaints. Use feedback to improve workflows. If customers report tickets often go to the wrong team, for example, work on your automated routing rules or handoff processes.
- Track scores at the account level. Look beyond aggregate scores and track satisfaction for individual customers, taking into account context like open issues and health scores. Watch how results are changing over time, and take action if the trend is negative.
Get more useful customer feedback with Pylon
Stop sending generic customer satisfaction surveys. When you ask specific questions tied to a particular support moment, you get more useful answers. The next step involves acting on survey responses and showing customers you value their feedback. By increasing your service quality and closing the feedback loop, you can improve customer satisfaction and build stronger relationships.
Pylon is the Agentic Support Platform purpose-built for B2B, trusted by 1,800+ B2B customers. CSAT, NPS, and custom surveys run inside the same platform as your issues and accounts, so feedback lands next to the conversations it’s about.
FAQ
What are typical customer support survey questions?
Typical customer support survey questions ask how satisfied customers are with the service they’ve received and whether or not your support team’s solutions and response times met their expectations.
What is a good questionnaire for customer support?
A good customer support questionnaire consists of a few brief, highly focused inquiries that prompt customers to rate your support quality, followed by open-ended questions to generate qualitative feedback alongside the quantitative data.
What is the best customer satisfaction survey?
The best customer satisfaction survey for your team depends on what you want to know. CSAT surveys are best if you want to measure specific interactions, CES surveys are best if you want to find and fix pain points, and NPS surveys are best for measuring overall customer sentiment and setting your customer support strategy.
Can Pylon send CSAT surveys in Slack?
Yes, Pylon sends one CSAT survey per issue, delivered in the issue’s Slack thread and visible only to the requester. Customers rate their experience on a 1–5 scale and can leave optional free-form feedback.
