# Customer escalation experience survey

Understand how a customer experiences a request that needs escalation.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Was the reason for escalation clear?

Answer: ____________________

## 2. Did you know who owned the next response?

Answer: ____________________

## 3. Which information did you need to repeat?

Answer: ____________________

## 4. Were progress updates useful?

Answer: ____________________

## 5. What remains unresolved?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Check whether the customer understands why the issue moved to another team or level.
2. Find whether the next response has a known owner; escalation labels alone do not provide accountability.
3. Identify repeated context as a potential handover failure without collecting private troubleshooting credentials.
4. Assess whether updates reduce uncertainty, rather than counting their frequency alone.
5. Keep the outstanding problem explicit so escalation progress is not mistaken for resolution.

Interpretation caution: An escalation handoff is not itself a resolution.