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CSAT Survey Follow-Up

Branching by rating avoids sending a cheery review request to an unhappy customer. Signing from a real person instead of 'The Team' increases reply rates on negative feedback.

chatgpt-prompts-for-customer-serviceratingoriginal_issueresolution
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Prompt
Write a follow-up email for a customer who gave a {{rating}}/5 CSAT score.

**Original issue:** {{original_issue}}
**Resolution provided:** {{resolution}}
**Agent who handled it:** {{agent_name}}
**Days since resolution:** {{days}}

For ratings 1-2 (unhappy):
- Acknowledge we fell short
- Ask what we could have done differently
- Offer to reopen or connect with a senior agent
- Keep it personal, not automated-sounding

For ratings 3 (neutral):
- Thank them, ask one specific question about what would have made it a 5

For ratings 4-5 (happy):
- Thank them briefly
- Ask if they'd be willing to leave a review on {{review_platform}}
- Include direct link

Maximum 100 words. Sign from {{agent_name}}, not "The Support Team".

Variables to customize

{{rating}}{{original_issue}}{{resolution}}{{agent_name}}{{days}}{{review_platform}}

Why this prompt works

Branching by rating avoids sending a cheery review request to an unhappy customer. Signing from a real person instead of 'The Team' increases reply rates on negative feedback.

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