Service recovery survey format? | XM Community
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Hi all, we’re looking at developing a ‘service recovery’ survey to capture customer feedback after a negative experience. For context, the customer would leave a negative review after an interaction with our support team. Following the negative review, another member of our support team will follow up with the customer to try and address the issue.

After this follow up, the service recovery survey will be sent to the customer.

Does anyone collect similar feedback from their customers? Specifically, we’re looking at ways to optimize the format of the survey and the questions that we’re asking. We want to keep the survey as brief as possible without being too vague.

Right now, we want to include two questions with the idea of capturing feedback on the follow up experience as well as making sure that we’re addressing the initial issue, which could be support and/or product related:

Are you satisfied with the follow-up from our Support team? (Yes, No)

 Were we able to address your initial concern? (Yes, No) 

(Optional text box) Is there any additional feedback that you’d like to share?

Hey @JAmbuehl,

We have implemented similar "close the loop" surveys in our organization.

Keeping the survey brief is crucial, especially in situations where the customer may have already experienced some frustration. The two questions you’ve outlined are spot-on for capturing the essence of the follow-up experience and ensuring the original issue was addressed.

Maybe some additional tips from my side:

1. Automate Workflows: Implement Qualtrics workflows that automatically trigger updates, reopen tickets, or escalate the issue based on survey responses. For instance, if a customer answers "No" to either question, a follow-up action can be initiated immediately.

2. Personalize the Follow-Up: Include a thank you message at the end of the survey to acknowledge the customer’s time and feedback. 

3. Analyze Open-Text Responses: If you include an optional feedback text box, consider using Qualtrics Text iQ to analyze and categorize open-text responses. This will help you identify common themes and areas for improvement more efficiently.

4. Timing Matters: Ensure the survey is sent shortly after the follow-up interaction when the experience is still fresh in the customer’s mind. Also think about piping details about the process (ID, description…) so that it is clear which service recovery the survey is about - or no chance a customer has two at the same time?

Best regards & good luck

Christian

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