Customer service isn’t just about solving problems—it’s about how quickly and smoothly you do it. Every minute a user waits adds friction, and every delay chips away at trust. If your support feels slow or inconsistent, your users will feel it too.
That’s where the time to resolution survey template comes in. It helps you track how long it actually takes to resolve issues—not just from your team’s perspective but through the eyes of your users. You’ll learn where delays happen, how users feel about the pace of support, and what you can do to make the experience faster, smoother, and more satisfying.
This survey lets you
Measure how long it takes to resolve user issues
Identify friction points in your support process
Understand user expectations around support speed
Uncover trends to improve response times over time
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 2 key benefits to using this type of survey:
Learn 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 so you can 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. It includes quantitative questions to measure user satisfaction, plus an option to include contact information for further assistance.
💡Pro tip: Contentsquare’s Surveys tool lets you fully customize your surveys to make them your own. You can
Tweak each question in the template or add your own
Change the color scheme (more colors available on our growth plan)
Pick between full-screen, pop-up, or external link surveys
Choose the perfect type of survey that best fits your needs with Contentsquare’s Surveys tool
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 session replays 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
How to set up the time to resolution survey in seconds
Getting started with Contentsquare’s time to resolution survey is fast and easy.
Navigate to Surveys in Contentsquare from the left-hand menu
Click ‘New Survey’ in the upper-right corner
Choose to start from scratch or use one of 40+ templates—like the time to resolution template—then customize it as needed
Once set up, your survey is ready to send to customers and start gathering valuable insights.
📌 Reminder: ensure the Contentsquare tag is installed on your site. This tracking code will allow you to host the survey live on your site rather than via an external URL. This might be useful if you want to show the time to resolution survey to users on a certain page. It’ll also mean you’ll be able to access all of Contentsquare’s existing features.
Don’t worry, installing the tag won’t slow your website down. And it doesn’t cost you anything (our free plans are free forever). To set up your full Contentsquare account and install the tag, follow these steps, or simply use the Contentsquare and Google Tag Manager integration.