Complaint Resolution Survey
Close the loop after a complaint: fairness, speed, and whether trust survived.
4 questions · 1 page · about 1 minute to answer · fully editable after you start
A complaint handled well creates more loyalty than no problem at all – the service recovery paradox – but only if the customer felt heard and fairly treated. This survey follows a resolved complaint and measures exactly that: fairness of the outcome, speed, communication quality, and whether the customer's trust survived the episode.
Use the trust question as your north star. Refunds are cheap; a customer who no longer believes you will handle the next problem is already gone.
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Page 1
About your recent complaint
You recently raised a complaint with us. This survey asks how it was handled and whether the outcome felt fair, so we can improve how we put things right. It takes about 1 minute.
Q1.How fair was the outcome of your complaint?*
Q2.How would you rate the handling?
| Poor | Adequate | Excellent | Not applicable | |
|---|---|---|---|---|
| Speed of resolution | ||||
| Being kept informed | ||||
| Feeling listened to |
Q3.Has this experience changed your trust in us?*
- Increased it
- No change
- Decreased it
- Decreased it a lot
Q4.What should we change about how we handle complaints?
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