Was your issue fully resolved, partly resolved, or unresolved?
Keep fully, partly, and unresolved outcomes distinct; a closed ticket is not proof that the customer's issue is solved.
Customer experience / Survey guide
Customer experience · Practical field guide
Customer support resolution survey
Find out whether a closed ticket actually solved the problem.
Opens product registration. Example questions are not imported automatically.
BEFORE YOU INVITE PEOPLE
Local planning aid. No answers are submitted or saved.
A useful starting point
A questionnaire for customer support resolution.
Find out whether a closed ticket actually solved the problem. Choose the questions that fit the experience you are investigating; avoid asking people to evaluate a step they did not encounter.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.
How many contacts did it take to reach this outcome?
Count contacts around the same issue so repeat explanations and follow-up work are visible.
What remained unclear after the final reply?
Identify information missing from the final reply rather than equating a polite response with a usable solution.
Did the solution continue to work after the conversation?
Check whether the fix remained effective after the interaction; immediate success may not survive normal use.
What follow-up would help confirm the problem is solved?
Ask what would demonstrate closure for this issue instead of sending a generic satisfaction request again.
If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate. Was your issue fully resolved, partly resolved, or unresolved? How many contacts did it take to reach this outcome? What remained unclear after the final reply? Did the solution continue to work after the conversation? What follow-up would help confirm the problem is solved?
Download the questions as text ↓
Examples to adapt, rather than a validated research instrument.
Before you send it
Check what your wording assumes.
Would you agree that customer support resolution was a completely positive experience?
Was your issue fully resolved, partly resolved, or unresolved?
The initial wording assumes a positive evaluation. The revised question asks about the actual situation so a respondent can describe difficulty, uncertainty, or a different experience.
Choose the response format
Make room for the explanation.
| Question | Suggested format | What to preserve |
|---|---|---|
| Was your issue fully resolved, partly resolved, or unresolved? | Short open text | Keep fully, partly, and unresolved outcomes distinct; a closed ticket is not proof that the customer's issue is solved. |
| How many contacts did it take to reach this outcome? | Short open text | Count contacts around the same issue so repeat explanations and follow-up work are visible. |
| What remained unclear after the final reply? | Short open text | Identify information missing from the final reply rather than equating a polite response with a usable solution. |
| Did the solution continue to work after the conversation? | Short open text | Check whether the fix remained effective after the interaction; immediate success may not survive normal use. |
| What follow-up would help confirm the problem is solved? | Short open text | Ask what would demonstrate closure for this issue instead of sending a generic satisfaction request again. |
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.
From question to next step
Make the feedback useful.
Set the decision
Write down the decision you want this questionnaire to support: find out whether a closed ticket actually solved the problem.
Invite relevant voices
Invite people who experienced the relevant situation. Explain response handling and include an optional skip or not-applicable route. A closed ticket is not evidence of a resolved issue.
Choose an action
Offer a clear route to reopen the request and check the recurrence before treating it as resolved.
A worked interpretation example
From a comment to a practical next step.
Illustrative scenario. These are not customer results.
Keep the finding specific
Illustrative answers say the agent was helpful but the original issue returned the next day.
Choose an action to test
Offer a clear route to reopen the request and check the recurrence before treating it as resolved.
Check the experience again
After testing the action, revisit this original observation: Illustrative answers say the agent was helpful but the original issue returned the next day. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Read the answers carefully
What the answers cannot tell you.
A closed ticket is not evidence of a resolved issue.
Illustrative answers say the agent was helpful but the original issue returned the next day. This is an illustrative interpretation problem rather than a real customer result. Offer a clear route to reopen the request and check the recurrence before treating it as resolved.
Run a focused feedback cycle
Plan the invitation, review and follow-up.
When and whom to ask
Customers after the promised fix has had time to be tried, including reopened cases.
Who reviews the finding
Keep fully resolved, partly resolved and unresolved cases separate. The support lead checks ticket history; a friendly conversation does not establish a working fix.
What to check after a change
For the next cases receiving the revised fix, repeat the resolution and continued-working questions. Track reopened tickets alongside comments, keeping issue types separate.
Handle responses carefully
Do not request account secrets or full ticket transcripts. Include a support contact for urgent unresolved issues rather than expecting the questionnaire to reopen a ticket.
Before you send it
Questions, answered.
What should I learn from this customer support resolution questionnaire?
Find out whether a closed ticket actually solved the problem. Start with one decision you can act on rather than using the survey to confirm a preferred answer.
What should I look for in the answer to “How many contacts did it take to reach this outcome?”?
Count contacts around the same issue so repeat explanations and follow-up work are visible.
What would a practical next action look like?
Offer a clear route to reopen the request and check the recurrence before treating it as resolved. This is an example action to investigate, not a guaranteed improvement.
When should I send this questionnaire?
Ask after respondents have experienced the specific situation in the first prompt: “Was your issue fully resolved, partly resolved, or unresolved?” Allow enough time after a proposed change for people to experience it before repeating the questionnaire.
What should I check after changing the process?
After testing the action, revisit this original observation: Illustrative answers say the agent was helpful but the original issue returned the next day. Repeat the relevant experience prompts with people who encountered the change. Compare specific explanations and sample differences; do not claim causation from the before-and-after responses.
Can I use these questions in SurveyTeams?
Copy the questions or download TXT, CSV, JSON, or a Markdown worksheet and adapt them in your own survey. The product CTA opens registration and does not import the example. Verify the features and terms available in your account.
Does the product screenshot contain this questionnaire?
It shows a separate synthetic event-feedback example used to demonstrate the real builder. Copy or download the questions on this page and adapt them in your own draft. Registration does not import them automatically.
Who should review these answers?
Keep fully resolved, partly resolved and unresolved cases separate. The support lead checks ticket history; a friendly conversation does not establish a working fix.
How should we handle sensitive comments?
Do not request account secrets or full ticket transcripts. Include a support contact for urgent unresolved issues rather than expecting the questionnaire to reopen a ticket.
Inside the product
Build and preview your questionnaire in SurveyTeams
Choose questions about the customer touchpoint you are investigating, and avoid collecting credentials or private account details. The actual product screenshot shows a separate synthetic post-event demonstration; the example questions on this page are not already loaded in the product.
- Start a manual draft with a title that tells respondents why you are asking. Find out whether a closed ticket actually solved the problem.
- Copy or download the relevant example questions above, then create and add the questions in your draft. Review the question notes before deciding which prompts to keep.
- Check the respondent preview, especially this wording: “Was your issue fully resolved, partly resolved, or unresolved?” Include a way to say none or not applicable, and review your response-handling instructions.
Screenshots demonstrate creation and preview. Distribution and results are separate steps; availability varies by account and plan.
Build with SurveyTeams
Build your own customer support resolution 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.
Create your survey in SurveyTeams
Opens product registration. Example questions are not imported automatically.
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