Did we resolve your issue on first contact? Product Survey Question
Measure your support team's efficiency by tracking how often issues are resolved without requiring follow-ups, helping you identify process improvements and reduce customer effort.
Question type
Yes/No binary choice
Primary metric
CSAT (Customer Satisfaction Score)
Answer scale variations
| Style | Options |
|---|---|
| Typical choice | No Yes |
| Resolution-focused | Issue not resolved Issue resolved |
| More emphatic | Definitely not Yes, definitely |
| Service quality | Did not resolve it Resolved completely |
Follow-Up Questions
Understanding whether issues are resolved on first contact is valuable, but the real insights come from understanding why resolution did or didn't happen. These follow-ups help you identify process gaps, training needs, and opportunities to reduce customer effort.
This reveals the specific friction points preventing first-contact resolution, helping you prioritize whether you need better routing, improved agent tools, or process redesign.
Open-ended responses often surface workflow inefficiencies and knowledge gaps that structured questions miss, giving you concrete examples of what needs to change.
Tracking which teams handle different issue types helps you identify where first-contact resolution is strongest and where additional training or process improvements are needed most.
When to Use This Question
SaaS Products: Deploy immediately after ticket closure via in-app notification or follow-up email within 15 minutes, capturing resolution quality while the interaction is fresh in the customer's mind and preventing satisfaction scores from being influenced by later, unrelated issues.
E-commerce: Trigger within 1 hour of customer service chat completion through SMS or order tracking page overlay, measuring first-contact resolution during peak shopping periods when quick support directly impacts purchase decisions and cart abandonment rates.
Mobile Apps: Present right after in-app support conversation ends using native notification or next app launch modal, tracking support efficiency for technical issues where immediate resolution prevents app uninstalls and negative reviews during the critical first 48 hours of problem reporting.
Web Apps: Display within 30 minutes of support ticket marked resolved via dashboard banner or email follow-up, identifying patterns in multi-touch support cases that increase costs and revealing which issue categories consistently require escalation or additional contact.
Digital Products: Send immediately following live chat or phone support session through post-interaction survey popup or automated email, measuring whether documentation, tutorials, or support team responses solve problems on first try and reducing the 40% of repeat contacts that typically stem from incomplete initial resolutions.
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