Dissatisfied Survey Responses: Responsibility

All dissatisfied survey responses should be handled by the 2nd level of the team who resolved the original ticket, regardless of whether this was the right team to have handled it or not.

 

They can contact another team for assistance if appropriate but should retain ownership of the dissatisfied response ticket and complete the dissatisfied response spreadsheet accordingly.

 

This ensures any learnings from the customer feedback can be reviewed by the appropriate team.

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