# Service recovery feedback survey

Check whether a response to a poor experience rebuilt clarity and trust.

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

## 1. Did the proposed resolution address your concern?

Answer: ____________________

## 2. Was the explanation of what happened clear?

Answer: ____________________

## 3. What still needs attention?

Answer: ____________________

## 4. Was the proposed next step easy to complete?

Answer: ____________________

## 5. Which part of the original issue remains unresolved?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Check whether the resolution addresses the customer's original concern rather than whether compensation was offered.
2. Assess whether the explanation is understandable without requesting sensitive internal incident details.
3. Identify the remaining issue so a recovery action is not prematurely treated as complete.
4. Find a practical obstacle in the next step, such as unclear instructions or repeated verification.
5. Keep unresolved parts of the original issue visible after an apology or partial remedy.

Interpretation caution: A generous offer does not establish that the original problem was fixed.