How to collect customer feedback after resolution
Customer satisfaction surveys are only useful when each response can be traced to the case that produced it. In Jestor, a survey sent after resolution arrives as a record connected to the original ticket, so a low score comes with the whole history attached.
Why survey data usually goes unused
A score arrives detached from context. Nobody knows which agent, which issue or which delay caused it, so the aggregate is reported monthly and acted on never.
Response rates then fall, because customers learn that answering changes nothing.
What connected responses enable:
- A low score investigated with the case in front of you
- Patterns visible by issue type, agent or resolution time
- Follow up on specific dissatisfied customers
- Correlation between resolution time and satisfaction
- Evidence for what to fix first
Designing the survey
| Decision | Recommendation | Why |
|---|---|---|
| When to ask | Right after resolution | Memory is fresh |
| Length | One score, one open field | Every extra question loses responses |
| Open question | What could have been better | Produces actionable text |
| Connection | Linked to the ticket | Context is everything |
| Follow up | Automatic on low scores | Recovery beats measurement |
Step by step to set it up
- Trigger the survey when the ticket reaches resolved.
- Send it through the channel the customer used, not a different one.
- Ask one score and one open question, nothing more.
- Link the response to the ticket automatically.
- Raise a follow up task on any low score, with an owner.
- Review responses grouped by issue type, not only as an average.
- Close the loop with the customer where the score was low.
Why following up on low scores matters more than the average
An average is a reporting artifact. A customer who rated their experience poorly and then received a call about it often becomes more loyal than one who never had a problem. Treating each low score as a task rather than a data point is what converts measurement into retention.
Why choose Jestor
In Jestor, surveys can be public forms triggered by a stage change, responses land as records connected to the original ticket, automations raise a follow up task on low scores, and dashboards group results by issue type, agent or resolution time on the same data.
Frequently Asked Questions
When should the survey be sent?
Immediately after resolution, while the experience is fresh. See jestor.com.
How many questions should it have?
One score and one open question. Each additional question reduces responses.
What should happen on a low score?
A follow up task with an owner, not just a data point in a report.
Video Tutorial: Step by Step
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