Step 2 of 2
✓ You’re in. This is the part where it actually gets written down.

Good. Now tell us exactly what happened.

Don’t tidy it up. Don’t make it sound reasonable. Write it the way it actually felt: confused, ignored, fobbed off, whatever it was. The rougher and more specific, the more useful it is.

Before you start

This becomes evidence

Once five people independently report the same company, it gets named and ranked publicly. Your story is one of the five.

It takes about 90 seconds

Three short questions. No account, no verification, no follow-up calls.

You stay anonymous

We never publish your name or identifying details without asking you first. Ever.

What’s Happening to Support? — Phase 1 Story Form

Tell us what happened

Tell us about a time when customer support was slow, circular, automated, unreachable, or simply failed to give you a useful response.

What’s Happening to Support? Phase 1 Story Form

What to include

  • Which company, product or service the support issue involved
  • Why you needed help
  • How you tried to contact support
  • Whether anyone replied, and how long it took
  • Whether the reply helped or sent you round in circles
  • What happened in the end
  • What it cost you in time, trust, money, disruption or stress

How we will use your story

ReplyResearch will use submitted stories for research and analysis into customer support experiences.

We will not publish your name, email address or other directly identifying personal details without your permission.

Please do not include passwords, payment card numbers, access tokens or highly sensitive personal information.

One click. No further sign-up. You’ll see a confirmation straight away.

Share this survey

Know someone else who got stuck in the support black hole?

Please share the survey intro page with them, rather than this form page:

https://replyresearch.com/what-happened-to-support/
📊 Every story we publish moves a real company closer to — or further from — being named. Yours could be the fifth.