Feedback
Did we actually solve it?
One question after a resolution, with three answers. Not a fourteen-question survey, and not a score the team learns to game — just the one thing worth knowing, asked at the one moment worth asking it.
Ask one thing
Did we solve your problem? Yes, partly, no. Response rates collapse with every additional question, and the first one is the only one that matters.
"Partly" is the important answer
It means the customer is still carrying the problem and probably will not write again. Most systems bucket it with positive; here it is treated as unresolved.
Negative feedback creates a task
Not a data point — a follow-up with a named owner. Feedback that only ever becomes a chart teaches a team that nobody reads it.
In this area
5 pages under Feedback.
Each one is its own surface in the product, and each one is here because it does something the others do not.
Asking
One question, at the right moment, not after every message.
ReadWhat it tells you
Resolution and satisfaction, kept as separate numbers.
ReadWhen the answer is no
A real follow-up, with an owner, within a day.
ReadThemes
What the comments keep saying.
ReadClosing the loop
Telling customers what changed because they said something.
ReadThe rest of Resolivo
This is one part of one loop.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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