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!"

1. 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.

1. 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.