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.