Post-Support Interaction NPS
By Olli, founder of Produktly · Updated 2026-08-24
A transactional NPS survey triggered after a customer support interaction is resolved. It measures satisfaction with the support experience specifically, helping you identify top-performing agents, training gaps, and process improvements.
When to Use This Template
Trigger this survey 1-2 hours after a support ticket is marked as resolved or a live chat session ends. The short delay gives the user time to verify the solution worked before rating the experience.
Template Breakdown
Reference the specific interaction
Open the survey by mentioning the support ticket number or topic — e.g., "Regarding your recent conversation about billing" — so the user knows exactly what they are rating.
Ask the support NPS question
Present "Based on your recent support experience, how likely are you to recommend [Product] to others?" with the 0-10 scale. This focuses the rating on the support interaction, not the product overall.
Ask about resolution quality
Follow up with "Was your issue fully resolved?" as a simple Yes/No question. If No, immediately offer to reopen the ticket or escalate to a senior agent.
Collect optional comments
Provide a text area for additional comments with a prompt like "Anything else you would like us to know about this experience?" Keep it optional to respect the user's time.
Best Practices
- Do not survey the user if the ticket was closed without resolution — they need help, not a survey.
- Correlate support NPS scores with agent, category, and resolution time to identify improvement areas.
- Share individual feedback (especially praise) with the support agents who handled the interaction.
- Set a target of 90%+ "issue fully resolved" rate alongside the NPS score.
Use This Template
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