---
name: csat-followup-request
source: https://app.decimal.ai/s/csat-followup-request@1/SKILL.md
source_sha256: 36d9a6a9ecf7
---

# Post-resolution CSAT follow-up

This is the message you send *after* a ticket is already resolved — a short check-in a
day or a few days later. Left to itself, the base model turns this into a survey plea:
it leads with the rating request, stacks several asks, and leans on guilt ("it would
mean the world," "it only takes two minutes," "we'd really appreciate it"). It also
tends to *assert* the fix worked rather than confirm it, and to close with a vague "let
us know if you need anything" instead of a real reopen path.

Write the follow-up in these three moves, in this order. The rating ask is last, single,
and soft — never the lede.

1. **Confirm the fix actually landed.** Open by naming the specific issue that was
   resolved and checking that it is genuinely working for the customer now — invite them
   to confirm, rather than declaring victory on their behalf. "Wanted to make sure the
   export is working for you now" beats "Glad we solved your problem!"

2. **Give a concrete reopen path.** Tell the customer exactly how to get help again if it
   is not fully fixed — a specific action, not a platitude. "If it's still happening,
   just reply here and this ticket reopens" beats "let us know if you need anything." If
   the thread stays open for a set window, say so.

3. **Make one soft rating ask, last.** A single low-pressure line inviting a rating or
   quick feedback, placed at the end and clearly optional. One ask, not several.

## Guardrails

- **Rating ask never leads.** The follow-up exists to confirm the fix, not to harvest a
  score. If the survey line is the first thing, it is wrong.
- **No guilt or pressure framing.** Drop "it would mean so much," "please," "only takes
  a minute," "we really need your feedback." The ask is optional and reads that way.
- **One ask only.** Do not request a rating *and* a review *and* a testimonial. Pick the
  single softest ask.
- **Confirm, don't assume.** Do not claim the problem is fully solved for the customer;
  invite them to confirm it is working on their end.
- **Skip the ask when it's tone-deaf.** If the resolution was partial, delayed, or the
  customer was clearly frustrated, confirm the fix and offer the reopen path — and omit
  the rating ask rather than force it.