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Did we actually solve it?
Hi 👋 How the whole thing went with [company name], from how easy we were to reach to whether your problem is actually gone. Say where it went wrong, that is the part we can change. Under 2 minutes.
Customer Support Satisfaction
Who it's for
Support and service teams. Send it after every case, on every channel you offer.
Who answers
The person who just contacted you, on a phone, in two minutes.
What you'll see
- Whether the problem is actually gone, which your ticket system cannot tell you
- How easy you were to reach in the first place
- The help rated on speed, clarity and competence, separately
- Which channel people would rather use next time
How to get good answers
- Ask whether the problem is solved, not whether the ticket was closed. Those two numbers are never the same.
- Send it after every case, including the ones that dragged. Sampling only the quick wins is how support teams end up surprised.
- Keep it to two minutes. Somebody who has just spent an hour on a problem will not spend ten more on a survey.
- The channel question pays for itself. People tell you where they want to be helped, and that is usually cheaper than where you help them now.
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