In the current workflow, when a customer submits negative feedback (e.g., “Dissatisfied” or “Very Dissatisfied”) on a CSAT survey, the process ends without any automated follow‑up.
This results in:
- No structured mechanism for service teams to take corrective action.
- Lack of visibility and tracking of issue resolution after dissatisfaction.
- Missed opportunities to recover customer trust.
- No chance for the customer to update their rating after a positive resolution.
- Negative impact on overall CSAT score, which is a key metric for customer service performance in the IT industry.
Proposed Solution
Introduce a feature that reshare / re-trigger the CSAT survey to the customer after corrective action is taken, when the initial feedback was negative.
- A service desk ticket is automatically flagged for Follow-Up Action Required.
- Once the support engineer updates the ticket with:
- Resolution improvement
- Action taken
- Confirmation of issue resolution
- The system automatically sends a fresh survey link to the customer.
- This will improve Customer Experience
- Customer receives a message acknowledging corrective action and inviting them to re‑evaluate the service.
- The new survey does not overwrite the initial feedback but is stored as a post-resolution rating.
- This also gives Insights into:
- Engineer effectiveness in resolving dissatisfaction
- Common root causes of poor feedback
- Kindly find below business justification and benifits:
- 1. Enhanced Customer Relationship Management
- By acknowledging and acting on negative feedback, we demonstrate commitment to customer satisfaction, helping rebuild trust and confidence.
- When issues are resolved properly, customers often revise their ratings positively. The re‑survey opportunity enables reflecting actual service quality post-resolution.
- 3. Better Visibility for Service Leaders
- How many dissatisfied customers received follow-up
- How many cases were successfully turned around
- Which teams/engineers show strong recovery performance
- 4. Reduction in Escalations
- Proactive resolution of dissatisfaction decreases the likelihood of escalation to senior management or clients.
- 5. Stronger Continual Service Improvement (CSI)
- Post-correction feedback helps identify:
- This feature will greatly enhance the customer service lifecycle by:
- 1. Encouraging corrective actions
- 2. Improving customer experience
- 3. Providing a fair reflection of service quality
- 4. Positively impacting overall CSAT metrics
- It aligns with industry best practices for IT customer support and continuous service improvement.
