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.
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.
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.
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.
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.
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.
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