Service Recovery Follow-up Survey
After the apology and the fix: did the recovery actually restore the relationship?
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
A refund closes the ticket; it does not necessarily close the wound. This survey follows a service-recovery gesture – a comp, a credit, an escalated fix – and measures what the gesture was for: whether the customer feels the failure was acknowledged honestly, whether the remedy felt proportionate, and where the relationship stands now.
The proportionate question calibrates your recovery playbook: over-compensating trains complaints, under-compensating finishes the churn the original failure started. Send one week after the recovery lands.
Template preview
This is a picture of every question as a respondent would see it, so nothing on it can be clicked or typed into. Use this template to get your own editable copy.
Opens in the Light theme, or in your own default theme if you have set one — change it anytime to any of the 4 built-in looks, or build your own on a paid plan.
Page 1
After we made it right
We recently tried to put right a problem for you. This survey asks how we handled it and whether you feel we have earned your trust back. It takes about 2 minutes.
Q1.Thinking about how we handled the problem...*
| Disagree | Partly | Agree | |
|---|---|---|---|
| The failure was acknowledged honestly | |||
| The remedy felt fair | |||
| It was resolved without me chasing | |||
| I was treated with respect throughout |
Q2.Where does this leave your trust in us?*
- Stronger than before the problem
- Back to normal
- Still shaken
- Broken
Q3.What should we have done differently in the recovery?
Q4.How likely are you to keep doing business with us?
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