What still failed after the proposed fix?
Use this answer to locate the part of the experience that needs explanation. The example issue to investigate is: the proposed workaround fails on another device.
Customer experience / Survey guide
Customer experience · Practical survey guide
Reopened support case survey
Understand why an apparently resolved issue returns.
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FOLLOW THE FEEDBACK
- Understand the context
What still failed after the proposed fix?
- Investigate the friction
Which instruction was difficult to follow?
- Choose a next check
What would confirm the issue is resolved?
A planning aid, not automated analysis of your answers.
A useful starting point
Questions to understand the actual experience.
Understand why an apparently resolved issue returns. Use the prompts relevant to your audience and allow people to skip situations they did not encounter. Keep response handling consistent with what you explain in the invitation.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
Which instruction was difficult to follow?
A difficult reopening step can expose unclear navigation or missing prerequisites rather than failure of the original fix. Review the stated route alongside the explanation without requesting private case details.
What would confirm the issue is resolved?
Turn the requested improvement into a testable next step. One illustrative action is: ask customers to check the affected environment.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. What still failed after the proposed fix? Which instruction was difficult to follow? What would confirm the issue is resolved?
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Examples to adapt, rather than a validated research instrument.
Read the answers carefully
Keep the conclusion within the evidence.
Repeat contact does not automatically mean poor support.
The proposed workaround fails on another device. This is a synthetic example, not a customer result. Repeat contact does not automatically mean poor support.
Before you send it
Check what your wording assumes.
Would you agree that everything about reopened support case was clear and easy?
What still failed after the proposed fix?
The first wording combines an assumed positive outcome with two different judgments. The revised prompt asks about a specific experience and permits an inconvenient or uncertain answer.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
The proposed workaround fails on another device.
Choose an action to test
Ask customers to check the affected environment.
Check the experience again
After trying the change, repeat “What still failed after the proposed fix?” with people who experienced it. Check whether they still describe the original issue: the proposed workaround fails on another device. Compare explanations and sample context, rather than claiming the change caused an improvement.
From question to next step
Make the feedback useful.
Set the decision
Start with the decision: Understand why an apparently resolved issue returns.
Invite relevant voices
Invite people with relevant experience. Ask after someone has encountered the situation described in “What still failed after the proposed fix?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
Choose an action
Ask customers to check the affected environment.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| What still failed after the proposed fix? | Optional short text | Retain the specific point or condition described; avoid replacing it with an unexplained rating. |
| Which instruction was difficult to follow? | Optional written explanation | Keep context that distinguishes different experiences. Repeat contact does not automatically mean poor support. |
| What would confirm the issue is resolved? | Optional improvement suggestion | Keep the suggested change separate from whether it has been tested. Ask customers to check the affected environment. |
Make questions optional where appropriate. If you add a rating scale, label its endpoints, keep one idea per question, and retain a follow-up for reasons. These examples are not a validated measurement instrument.
Before you send it
Questions, answered.
Who should receive this questionnaire?
Customers and service owners involved in the described interaction. Ask only about steps each person encountered; do not treat a voluntary response sample as representative.
When should I ask these questions?
Ask after someone has encountered the situation described in “What still failed after the proposed fix?”, while they can still recall the details. For material testing, show the actual draft first; for planning, ask before the next relevant activity.
What should I investigate in the answers?
The proposed workaround fails on another device. This is an illustrative pattern to look for, not a claim about your respondents. Repeat contact does not automatically mean poor support.
What would a practical follow-up look like?
Ask customers to check the affected environment. After trying the change, repeat “What still failed after the proposed fix?” with people who experienced it. Check whether they still describe the original issue: the proposed workaround fails on another device. Compare explanations and sample context, rather than claiming the change caused an improvement.
How should I ask “Which instruction was difficult to follow?”?
A difficult reopening step can expose unclear navigation or missing prerequisites rather than failure of the original fix. Review the stated route alongside the explanation without requesting private case details. Use an optional written explanation when predefined choices would hide relevant context.
Can I use the questions in SurveyTeams?
Copy the prompts or download TXT, CSV, JSON, or a Markdown worksheet, then adapt them in your own survey. The CTA opens registration; it does not import this example automatically. Verify available features in your account.
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Draft your own reopened support case questionnaire.
Use these examples to draft your questionnaire. Create a survey draft, add questions, and check the respondent preview in SurveyTeams. Additional features depend on your account and plan.
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