Satisfaction & NPS
Post-Support Feedback
Post-support feedback is a short conversation held after a support request is closed, to check whether the problem was really solved and how the customer experienced the help. A ticket marked as closed is not always a problem solved. These questions focus on resolution, effort, communication and the person who helped, and they work spoken aloud.
18 questions
When to use this template
- One or two days after a request is closed, to check that the fix holds.
- After a long, complex or escalated case, where the customer's patience was tested.
- When you want to measure the quality of support beyond response times and ticket counts.
Questions to ask
Opening and context
- 01I am calling about your recent support request. Do you have a few minutes to tell us how it went?
- 02Could you remind me in a few words what the problem was?
- 03Which channel did you use to reach us: phone, email or chat?
Resolution
- 04Is your problem completely solved today?
- 05If not, what is still not working?
- 06Did the solution fix the cause, or only the symptom, in your view?
- 07Has the problem come back since?
Effort and speed
- 08How easy was it to get in touch with us in the first place?
- 09How did you find the time it took to get a solution?
- 10Did you have to explain your problem more than once?
- 11Were you kept informed while we were working on it?
The help received
- 12How would you describe the person who helped you?
- 13Did you feel that they understood your problem?
- 14Were the explanations clear enough for you to follow?
Closing
- 15What is the one thing that would have made this experience better?
- 16Would you contact our support again if you had another problem?
- 17Is there anything else you would like to tell us?
- 18Would you like someone to follow up with you about something you mentioned?
Tips for a useful conversation
- Call after the case is closed but soon enough that the customer remembers the exchange.
- Ask first whether the problem is solved: everything else matters less if it is not.
- Ask whether they had to repeat themselves; it is one of the clearest signs of effort.
- Reopen the case straight away if the problem is still there, and tell the customer you are doing so.
- Share comments about individual agents with them constructively, including the positive ones.
Mistakes to avoid
- Using the call to defend the support team instead of listening.
- Asking only for a score and not why.
- Treating a closed ticket as proof that the customer is satisfied.
- Ignoring feedback about a recurring problem that comes from the product rather than from support.
Let Passisto Clients hold these conversations
The AI agent calls your clients, asks the right follow-up questions and gives your team a clear report with the actions to take.