Customer Satisfaction Survey Follow-Up Process
Close the loop with unhappy customers and use the data.
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Design a follow-up process. Survey and scale: [SURVEY_AND_SCALE]. Recent results and comments: [RESULTS_AND_COMMENTS]. Team capacity: [CAPACITY]. Define who contacts customers with low scores, within what time, and what they say. Write a follow-up message under 100 words that thanks the customer, acknowledges the issue without arguing and offers a next step. Group comments into themes with counts, and calculate the percentage of low scores contacted. Return a process flow, scripts, a monthly theme report with actions, and rules: do not ask customers to change scores, respect opt-outs, and keep data secure. Consent and survey rules are [VERIFY] for [REGION]. Add a worked example: of 50 low scores, 30 were contacted within two days, which is 60 percent; the target is 90 percent, so staffing or routing needs adjusting. Provide a sample follow-up call script of 60 seconds. Suggest linking a sample of survey comments to ticket histories to understand context before replying. Remind the team to close the loop with the product team on themes, and to thank customers who give constructive feedback.
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