# Support waiting experience survey

Find information gaps while customers wait for help.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. What did you expect after submitting?

Answer: ____________________

## 2. Which waiting update was useful?

Answer: ____________________

## 3. What information would reduce uncertainty?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: customers do not know whether requests were received.
2. Useful updates identify whether customers need acknowledgment, ownership or a next contact point while waiting. Preserve the specific information they valued; reported reassurance does not measure resolution speed or service performance.
3. Turn the requested improvement into a testable next step. One illustrative action is: provide a receipt with the next update expectation.

Interpretation caution: Do not infer acceptable delays from satisfaction alone.


## Illustrative finding and follow-up

Observation: Customers do not know whether requests were received.

Action to test: Provide a receipt with the next update expectation.

Follow-up: After trying the change, repeat “What did you expect after submitting?” with people who experienced it. Check whether they still describe the original issue: customers do not know whether requests were received. Compare explanations and sample context, rather than claiming the change caused an improvement.