Feedback

Somebody said no. Somebody should call.

A customer who says the problem was not solved is telling you something expensive and is unlikely to repeat it. Acting within a day is what separates recovery from churn.

Owned follow-upCase reopensWithin a dayRecovery measured

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A task, not a flag

An owned follow-up with a due date. The account owner where there is one, the case owner otherwise.

The case reopens

"Not solved" means the case is not resolved, so it goes back into the queue rather than staying closed with an unhappy note attached.

Recovery is measured

How often a negative answer ends in a resolved, satisfied customer. That number says more about a support team than its average rating.

Feedback

The rest of this area.

One question, answered honestly, that creates work when the answer is no.

Asking

One question, at the right moment, not after every message.

What it tells you

Resolution and satisfaction, kept as separate numbers.

Themes

What the comments keep saying.

Closing the loop

Telling customers what changed because they said something.

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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