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Time to resolution survey

Find out customers' perception of a resolved issue from the first contact with support

Customer satisfaction & NPS®

Last updated

20 Jul 2023

Reading time

2 min


Get started with this template today.

Interactions with customer service can leave a lasting impression, so it’s essential to ensure every touchpoint ends on a positive note. 

A time to resolution survey helps you gauge the effectiveness and perception of your support so you can improve it.

When should you use a time to resolution survey?

A time to resolution survey is for users with an issue they worked with customer support to fix. There are two key benefits to using this type of survey:

  • Learn overall how effective your customer support channels are

  • Find customers who need extra help to prevent churn 

What’s in a time to resolution template

Our time to resolution survey template has conditional formatting to get as much information from each unique scenario. For instance, follow-up questions vary based on whether a person says their issue was or wasn’t resolved. There are some quantitative questions to measure user satisfaction, plus an option to include contact information for further assistance. 

How to use your time to resolution survey results

On its own, the time to resolution survey identifies people who need extra help and gives you a high-level understanding of satisfaction with support. The real magic happens when you combine your survey results with other data points, like:

  • Comparing contact resolution results with data from your ticketing system to understand how time to resolution and satisfaction relate

  • Combining common support resolution complaints with recordings of support pages to find ways to optimize self-service

  • Reaching out to users who had a positive experience to understand what they value most in resolutions

Set up a time to resolution survey in minutes

Getting started with a time to resolution survey template is fast and easy. Start by clicking the ‘Get started with this template’ link at the top of the page. 

Next, you’ll be asked to create an account and verify your email. 

After you’re verified, the survey template will be ready for you to send to customers to start collecting insights. 

However, you’ll also have the option to install the Hotjar tracking code on your site. This tracking code allows you to host the survey live on your site rather than via an external URL, which means you can place it on a particular page. The tracking code also gives you access to Hotjar’s features.

Don’t worry; installing the tracking code won’t slow your website down. And it doesn’t cost you anything (our free plans are free forever). So, to set up your full Hotjar account and install the tracking code, follow these steps.


Get started with this template today.