# Self-service escalation survey

Find when customers need help beyond documentation.

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

## 1. Which article did you try first?

Answer: ____________________

## 2. Where did the instructions stop matching?

Answer: ____________________

## 3. What direct-help route was missing?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: articles omit what to do after a failed step.
2. The point where documentation diverges from the task identifies a boundary for clarification or escalation. Check the relevant product conditions before revising guidance; feedback alone does not establish a technical remedy.
3. Turn the requested improvement into a testable next step. One illustrative action is: add a clear escalation route after troubleshooting.

Interpretation caution: Do not treat article views as resolved problems.