# Support ticket status survey

Check whether progress updates answer customer questions.

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

## 1. What did the latest update explain?

Answer: ____________________

## 2. What remained uncertain about the next step?

Answer: ____________________

## 3. When would another update help?

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: updates acknowledge activity without explaining the next step.
2. Uncertainty about ownership, required customer action or the next update reveals different communication gaps. Separate these explanations when revising status notices; a clear message does not establish that the case progressed.
3. Turn the requested improvement into a testable next step. One illustrative action is: add next action and expected update timing.

Interpretation caution: Do not promise resolution deadlines without evidence.