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Find out how customers felt after you helped them
A two-question satisfaction survey sent after each solved case, low scores highlighted automatically, and a monthly AI summary of what people say.
When to use it
After every solved case, with a monthly review
Step by step
Make a two-question form
In Google Forms, ask 'How happy are you with the help you got?' on a 1 to 5 scale and 'What could we do better?' as a paragraph. Make the second question optional.
Link it to a sheet and highlight low scores
Link responses to a Google Sheet. Use Format, then Conditional formatting, to turn rows red when the score is 2 or less, and turn on form email notifications so you hear about them straight away.
Add the link to a closing template
Write a short 'glad we could help' Gmail template with the form link and use it whenever you close a case.
Review every month with AI
Set a monthly calendar reminder, then paste that month's responses (no names) into your AI assistant with this prompt.
Prompt to copyHere are this month's customer satisfaction responses (score 1 to 5, comment): [paste]. 1) Give the average score and how many responses. 2) Group comments into themes with counts. 3) Quote the 3 most useful comments word-for-word. 4) Suggest 2 practical changes based on low scores. 5) Write a one-paragraph summary I can share with my team. Don't infer anything that isn't in the comments.Close the loop on low scores
Contact anyone who scored 1 or 2 within a couple of days, if they left contact details, to put things right.
What you get
October: average 4.4 from 38 responses. Themes: quick replies (14), friendly staff (9), had to repeat information (6), slow refunds (4). Change ideas: add order number to form; confirm refund date in every refund email. Low scores to follow up: 3.
Tips
- Ask for contact details only if they want a follow-up, and say so on the form.
- Microsoft Forms and Excel can be used the same way, including email alerts for new responses.