Reply to Negative CSAT Survey Feedback
Close the loop with a customer who rated their support experience low.
Prompt preview
Write a reply to Liu, who rated their support experience 2 out of 5. Their comment: Took four days to get an answer and I had to explain my issue three times. What went wrong on our side, from the ticket: Ticket was reassigned twice during a staffing gap and notes weren't carried over. Thank them for being honest, acknowledge the specific failure, say what we're changing or doing now, and offer to finish fixing their issue. Don't ask them to change the rating. I work in customer support at [Company], which makes [Product]. Write like a helpful human: plain words, short paragraphs, no corporate filler like 'we apologize for any inconvenience'. Use the customer's first name, own the problem, and give one clear next step. Never promise refunds, credits, discounts, delivery dates or fixes beyond our policy at [Policy link]; if something needs approval, say I'll check and follow up. Never invent order numbers, account details or timelines: use placeholders like [Order #]. Sign off as [Agent name], [Company] Support.