Post-Incident Customer Follow-Up Survey
Learn from customers after a problem.
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Design a follow-up survey for customers after a service incident. Incident type and what happened: [INCIDENT_DESCRIPTION]. Customers affected: [AFFECTED_CUSTOMERS]. What we did to resolve it: [RESOLUTION]. What we want to learn: [LEARNING_GOALS]. Return: 1. Survey design table: Question | Type (rating, multiple choice, open text) | Wording | Purpose | Required?. Use 6 to 8 questions covering: how the incident affected them, how well we communicated, how quickly it was resolved, whether the resolution was fair, how confident they are in us now, and one open question inviting anything else. Keep neutral wording and avoid leading questions. 2. Invitation email (under 100 words) with a human tone, the purpose, time needed, and how responses will be used; send timing recommendation. 3. Segmentation: whether to send to all affected customers or targeted groups; whom to avoid surveying (those in active dispute should receive a personal call instead). 4. Analysis plan: how to code the open text, how to compare with a control or baseline satisfaction, and what thresholds trigger a personal follow-up. 5. Closing the loop: a thank-you message and a short "what we changed" update to customers. State privacy and consent points [VERIFY]. Include a version for a phone call script of five questions.
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