Set the decision
Start with the decision: Make group help sessions more useful.
Customer experience / Survey guide
Customer experience · Practical survey guide
Customer office hours survey
Make group help sessions more useful.
Opens product registration. Example questions are not imported automatically.
BEFORE YOU INVITE PEOPLE
Local planning aid. No answers are submitted or saved.
From question to next step
Make the feedback useful.
Invite relevant voices
Invite people with relevant experience. Ask after someone has encountered the situation described in “What task did you bring to the session?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
Choose an action
Publish session topics and submission options.
Read the answers carefully
Keep the conclusion within the evidence.
Avoid discussing private account issues in public sessions.
Participants need advance guidance on suitable topics. This is a synthetic example, not a customer result. Avoid discussing private account issues in public sessions.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Participants need advance guidance on suitable topics.
Choose an action to test
Publish session topics and submission options.
Check the experience again
After trying the change, repeat “What task did you bring to the session?” with people who experienced it. Check whether they still describe the original issue: participants need advance guidance on suitable topics. Compare explanations and sample context, rather than claiming the change caused an improvement.
A useful starting point
Questions to understand the actual experience.
Make group help sessions more useful. Use the prompts relevant to your audience and allow people to skip situations they did not encounter. Keep response handling consistent with what you explain in the invitation.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
What task did you bring to the session?
Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: participants need advance guidance on suitable topics.
What prevented asking your question?
Barriers to asking distinguish scheduling, unclear discussion scope and available participation routes. Adjust the actual session instructions or format where appropriate, without assuming that silence means customers had no support needs.
What should the next session cover?
Turn the requested improvement into a testable next step. One illustrative action is: publish session topics and submission options.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. What task did you bring to the session? What prevented asking your question? What should the next session cover?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Before you send it
Check what your wording assumes.
Would you agree that everything about customer office hours was clear and easy?
What task did you bring to the session?
The first wording combines an assumed positive outcome with two different judgments. The revised prompt asks about a specific experience and permits an inconvenient or uncertain answer.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| What task did you bring to the session? | Optional short text | Retain the specific point or condition described; avoid replacing it with an unexplained rating. |
| What prevented asking your question? | Optional written explanation | Keep context that distinguishes different experiences. Avoid discussing private account issues in public sessions. |
| What should the next session cover? | Optional improvement suggestion | Keep the suggested change separate from whether it has been tested. Publish session topics and submission options. |
Make questions optional where appropriate. If you add a rating scale, label its endpoints, keep one idea per question, and retain a follow-up for reasons. These examples are not a validated measurement instrument.
Before you send it
Questions, answered.
Who should receive this questionnaire?
Customers and service owners involved in the described interaction. Ask only about steps each person encountered; do not treat a voluntary response sample as representative.
When should I ask these questions?
Ask after someone has encountered the situation described in “What task did you bring to the session?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
What should I investigate in the answers?
Participants need advance guidance on suitable topics. This is an illustrative pattern to look for, not a claim about your respondents. Avoid discussing private account issues in public sessions.
What would a practical follow-up look like?
Publish session topics and submission options. After trying the change, repeat “What task did you bring to the session?” with people who experienced it. Check whether they still describe the original issue: participants need advance guidance on suitable topics. Compare explanations and sample context, rather than claiming the change caused an improvement.
How should I ask “What prevented asking your question?”?
Barriers to asking distinguish scheduling, unclear discussion scope and available participation routes. Adjust the actual session instructions or format where appropriate, without assuming that silence means customers had no support needs. Use an optional written explanation when predefined choices would hide relevant context.
Can I use the questions in SurveyTeams?
Copy the prompts or download TXT, CSV, JSON, or a Markdown worksheet, then adapt them in your own survey. The CTA opens registration; it does not import this example automatically. Verify available features in your account.
Build with SurveyTeams
Draft your own customer office hours questionnaire.
Use these examples to draft your questionnaire. Create a survey draft, add questions, and check the respondent preview in SurveyTeams. Additional features depend on your account and plan.
Create your survey in SurveyTeams
Opens product registration. Example questions are not imported automatically.
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