Customer support experience

Help us understand how well your most recent support request was handled. Please base your answers on your own experience. You may skip any question that does not apply.

{"description":"Help us understand how well your most recent support request was handled. Please base your answers on your own experience. You may skip any question that does not apply.","thanks":"Thank you for taking the time to share your views. Your feedback will help us decide what to improve next.","theme":{"color":"#b8dcd9","background":"#f7f9fd","button":"solid","font":"system","width":800,"radius":16,"page":{"type":"solid","preset":"pastel_glow","from":"#f9d8ca","to":"#ded4f3","angle":135,"pattern_scale":100,"pattern_angle":0,"base":"#f4f7fb","ink":"#7086a5","intensity":12,"asset":"","position":"center","fit":"cover","overlay":"#ffffff","opacity":20},"text":"#14263d","preset":"","customized":false},"questions":[{"id":"S1","type":"section","title":"Getting help","help":"","page":1,"tint":"mint","section_color":"","required":false,"section":"","link_url":"","link_label":"Open link","options":[],"rows":[],"randomizeOptions":false},{"id":"Q1","type":"single","title":"Which support channel did you use?","help":"","section":"S1","page":1,"required":false,"options":["Phone","Email","Live chat","In person","Help centre"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q2","type":"single","title":"How many times did you contact us about this issue?","help":"","section":"S1","page":1,"required":false,"options":["Once","Twice","Three times","Four or more times"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q3","type":"single","title":"How easy was it to find the right support channel?","help":"","section":"S1","page":1,"required":false,"options":["Very difficult","Difficult","Neither easy nor difficult","Easy","Very easy","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q4","type":"single","title":"How satisfied were you with the initial response time?","help":"","section":"S1","page":1,"required":false,"options":["Very dissatisfied","Dissatisfied","Neither satisfied nor dissatisfied","Satisfied","Very satisfied","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"S2","type":"section","title":"The conversation","help":"","page":1,"tint":"mint","section_color":"","required":false,"section":"","link_url":"","link_label":"Open link","options":[],"rows":[],"randomizeOptions":false},{"id":"Q5","type":"single","title":"The person helping me understood the issue.","help":"","section":"S2","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q6","type":"single","title":"The explanation was clear.","help":"","section":"S2","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q7","type":"single","title":"I was treated with care and respect.","help":"","section":"S2","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q8","type":"single","title":"I knew what would happen next.","help":"","section":"S2","page":1,"required":false,"options":["Strongly disagree","Disagree","Neither agree nor disagree","Agree","Strongly agree","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"S3","type":"section","title":"The outcome","help":"","page":1,"tint":"mint","section_color":"","required":false,"section":"","link_url":"","link_label":"Open link","options":[],"rows":[],"randomizeOptions":false},{"id":"Q9","type":"single","title":"What is the current status of your issue?","help":"","section":"S3","page":1,"required":false,"options":["Resolved","Partly resolved","Still open","Closed without resolution"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q10","type":"single","title":"How satisfied are you with the outcome?","help":"","section":"S3","page":1,"required":false,"options":["Very dissatisfied","Dissatisfied","Neither satisfied nor dissatisfied","Satisfied","Very satisfied","Not applicable"],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q11","type":"long","title":"What helped you most during this support experience?","help":"","section":"S3","page":1,"required":false,"options":[],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false},{"id":"Q12","type":"long","title":"What should we change about our support?","help":"","section":"S3","page":1,"required":false,"options":[],"tint":"lavender","section_color":"","link_url":"","link_label":"Open link","rows":[],"randomizeOptions":false}],"quotas":[],"completion_title":"Response received","language":"en","translations":[]}

Getting help

Which support channel did you use?

How many times did you contact us about this issue?

OnceTwiceThree timesFour or more times

How easy was it to find the right support channel?

How satisfied were you with the initial response time?

The conversation

The person helping me understood the issue.

The explanation was clear.

I was treated with care and respect.

I knew what would happen next.

The outcome

What is the current status of your issue?

ResolvedPartly resolvedStill openClosed without resolution

How satisfied are you with the outcome?

What helped you most during this support experience?

What should we change about our support?