# Customer support resolution survey

Find out whether a closed ticket actually solved the problem.

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

## 1. Was your issue fully resolved, partly resolved, or unresolved?

Answer: ____________________

## 2. How many contacts did it take to reach this outcome?

Answer: ____________________

## 3. What remained unclear after the final reply?

Answer: ____________________

## 4. Did the solution continue to work after the conversation?

Answer: ____________________

## 5. What follow-up would help confirm the problem is solved?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Keep fully, partly, and unresolved outcomes distinct; a closed ticket is not proof that the customer's issue is solved.
2. Count contacts around the same issue so repeat explanations and follow-up work are visible.
3. Identify information missing from the final reply rather than equating a polite response with a usable solution.
4. Check whether the fix remained effective after the interaction; immediate success may not survive normal use.
5. Ask what would demonstrate closure for this issue instead of sending a generic satisfaction request again.

Interpretation caution: A closed ticket is not evidence of a resolved issue.