Escalation Resolution Feedback
When issues escalate beyond first-line support, the stakes are higher. This specialized feedback form captures customer sentiment after escalation resolution, measuring not just whether the problem was solved, but how fair, timely, and professional the process felt. Use it to identify systemic issues in your escalation workflow, coach escalation specialists, and turn potentially negative experiences into recovery wins.
Try the Form
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export function escalationFeedbackSurvey(form: FormTs) {
// Escalation Resolution Feedback Survey
// Demonstrates: Multi-page wizard, StarRating, ThumbRating, Slider, MatrixQuestion, EmojiRating
// Advanced: Conditional visibility, Dynamic labels, Timeline tracking, Resolution assessment
// ============================================
// MULTI-PAGE WIZARD STRUCTURE
// ============================================
const pages = form.addPages('escalationPages', { heightMode: 'tallest-page' });
// ============================================
// PAGE 1: Resolution Outcome
// ============================================
const page1 = pages.addPage('outcome');
page1.addRow(row => {
row.addTextPanel('header', {
label: 'Escalation Resolution Feedback',
computedValue: () => 'Your issue was recently escalated. Please tell us about your experience.',
customStyles: {
backgroundColor: '#7c3aed',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
const outcomeSection = page1.addSubform('outcomeSection', {
title: 'Resolution Outcome'
});
outcomeSection.addRow(row => {
row.addThumbRating('wasResolved', {
label: 'Was your issue fully resolved?',
showLabels: true,
upLabel: 'Yes, resolved',
downLabel: 'No, not resolved',
size: 'lg',
alignment: 'center'
});
});
outcomeSection.addSpacer({ height: '16px' });
// Conditional: If not resolved
outcomeSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'What is still unresolved?',
placeholder: 'Please describe what aspects remain unaddressed...',
rows: 3,
autoExpand: true,
isVisible: () => outcomeSection.thumbRating('wasResolved')?.value() === 'down',
isRequired: () => outcomeSection.thumbRating('wasResolved')?.value() === 'down'
});
});
// Resolution Quality (for resolved issues)
outcomeSection.addRow(row => {
row.addRatingScale('resolutionQuality', {
preset: 'satisfaction',
label: 'How satisfied are you with the resolution quality?',
size: 'md',
alignment: 'center',
isVisible: () => outcomeSection.thumbRating('wasResolved')?.value() === 'up'
});
});
// ============================================
// PAGE 2: Timeline & Process
// ============================================
const page2 = pages.addPage('timeline');
page2.addRow(row => {
row.addTextPanel('timelineHeader', {
label: 'Timeline & Process',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const timelineSection = page2.addSubform('timelineSection', {
title: 'Response Timeline'
});
timelineSection.addRow(row => {
row.addSlider('daysToResolve', {
label: 'How many days did it take to resolve your escalation?',
min: 0,
max: 30,
step: 1,
showValue: true,
unit: 'days',
defaultValue: 3
});
});
timelineSection.addRow(row => {
row.addRatingScale('timelineSatisfaction', {
preset: 'satisfaction',
label: 'How satisfied are you with the resolution time?',
size: 'md',
alignment: 'center'
});
});
timelineSection.addSpacer({ height: '16px' });
timelineSection.addRow(row => {
row.addRadioButton('keptInformed', {
label: 'Were you kept informed about progress?',
options: [
{ id: 'always', name: 'Yes, regularly updated' },
{ id: 'sometimes', name: 'Occasionally updated' },
{ id: 'rarely', name: 'Rarely heard anything' },
{ id: 'never', name: 'No updates until resolved' }
],
orientation: 'vertical'
});
});
// ============================================
// PAGE 3: Staff & Handling
// ============================================
const page3 = pages.addPage('staff');
page3.addRow(row => {
row.addTextPanel('staffHeader', {
label: 'Staff & Handling Quality',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const staffSection = page3.addSubform('staffSection', {
title: 'Escalation Specialist Performance'
});
staffSection.addRow(row => {
row.addStarRating('specialistKnowledge', {
label: 'Technical Knowledge',
tooltip: 'How knowledgeable was the specialist about your issue?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('specialistProfessionalism', {
label: 'Professionalism',
tooltip: 'How professional and courteous was their interaction?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
staffSection.addRow(row => {
row.addStarRating('specialistOwnership', {
label: 'Ownership & Follow-through',
tooltip: 'Did they take full ownership and follow through?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('specialistEmpathy', {
label: 'Empathy & Understanding',
tooltip: 'Did they understand and acknowledge your frustration?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
// ============================================
// PAGE 4: Process Assessment
// ============================================
const page4 = pages.addPage('process');
page4.addRow(row => {
row.addTextPanel('processHeader', {
label: 'Process Assessment',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const processSection = page4.addSubform('processSection', {
title: 'Escalation Process Evaluation'
});
processSection.addRow(row => {
row.addMatrixQuestion('processMatrix', {
label: 'Rate each aspect of the escalation process:',
rows: [
{ id: 'easeOfEscalation', label: 'Ease of escalating', description: 'How easy was it to escalate?' },
{ id: 'handoffQuality', label: 'Handoff quality', description: 'Information transfer between agents' },
{ id: 'noRepeat', label: 'No need to repeat', description: 'Did you have to re-explain your issue?' },
{ id: 'fairTreatment', label: 'Fair treatment', description: 'Were you treated fairly throughout?' },
{ id: 'appropriateCompensation', label: 'Compensation (if any)', description: 'Was any offered compensation appropriate?' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' },
{ id: 'na', label: 'N/A' }
],
selectionMode: 'single',
striped: true,
fullWidth: true
});
});
processSection.addSpacer({ height: '20px' });
processSection.addRow(row => {
row.addRadioButton('wasEscalationNecessary', {
label: 'In hindsight, was escalation necessary?',
options: [
{ id: 'yes', name: 'Yes, it needed senior attention' },
{ id: 'maybe', name: 'It could have been resolved earlier' },
{ id: 'no', name: 'No, first-line support should have handled it' }
],
orientation: 'vertical'
});
});
// ============================================
// PAGE 5: Improvements & Summary
// ============================================
const page5 = pages.addPage('improvements');
page5.addRow(row => {
row.addTextPanel('improvementHeader', {
label: 'Improvements & Final Thoughts',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const improvementsSection = page5.addSubform('improvementsSection', {
title: 'What Could Be Better?'
});
improvementsSection.addRow(row => {
row.addCheckboxList('improvementAreas', {
label: 'What aspects of the escalation process could be improved?',
options: [
{ id: 'fasterResponse', name: 'Faster initial response' },
{ id: 'betterCommunication', name: 'Better status updates' },
{ id: 'noRepeat', name: 'Not having to repeat my issue' },
{ id: 'singleContact', name: 'Single point of contact' },
{ id: 'moreTechnical', name: 'More technically skilled staff' },
{ id: 'clearTimeline', name: 'Clear timeline expectations' },
{ id: 'betterCompensation', name: 'Better compensation for inconvenience' },
{ id: 'easierEscalation', name: 'Easier escalation process' }
],
orientation: 'vertical'
});
});
improvementsSection.addSpacer({ height: '16px' });
improvementsSection.addRow(row => {
row.addTextarea('additionalComments', {
label: 'Any additional feedback or suggestions?',
placeholder: 'Share any other thoughts about your escalation experience...',
rows: 3,
autoExpand: true
});
});
// Overall Experience
const overallSection = page5.addSubform('overallSection', {
title: 'Overall Experience'
});
overallSection.addRow(row => {
row.addEmojiRating('overallFeeling', {
label: 'How do you feel about your escalation experience overall?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
overallSection.addSpacer({ height: '16px' });
overallSection.addRow(row => {
row.addRatingScale('recommendCompany', {
preset: 'nps',
label: 'After this experience, how likely are you to continue using our services?',
showCategoryLabel: true,
showSegmentColors: true,
size: 'sm',
alignment: 'center'
});
});
// ============================================
// SUMMARY SECTION
// ============================================
const summarySection = page5.addSubform('summarySection', {
title: 'Your Feedback Summary',
isVisible: () => outcomeSection.thumbRating('wasResolved')?.value() != null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const wasResolved = outcomeSection.thumbRating('wasResolved')?.value();
const resolutionQuality = outcomeSection.ratingScale('resolutionQuality')?.value();
const days = timelineSection.slider('daysToResolve')?.value();
const timelineSat = timelineSection.ratingScale('timelineSatisfaction')?.value();
const knowledge = staffSection.starRating('specialistKnowledge')?.value();
const professionalism = staffSection.starRating('specialistProfessionalism')?.value();
const ownership = staffSection.starRating('specialistOwnership')?.value();
const empathy = staffSection.starRating('specialistEmpathy')?.value();
const feeling = overallSection.emojiRating('overallFeeling')?.value();
const recommend = overallSection.ratingScale('recommendCompany')?.value();
let emoji = wasResolved === 'up' ? '✅' : '⚠️';
let summary = `${emoji} Escalation Feedback Summary\n`;
summary += `${'═'.repeat(30)}\n\n`;
summary += `📋 Resolution: ${wasResolved === 'up' ? 'Resolved' : 'Not Resolved'}\n`;
if (resolutionQuality != null) {
summary += `📊 Quality Rating: ${resolutionQuality}/5\n`;
}
if (days != null) {
summary += `\n⏱️ Resolution Time: ${days} days\n`;
}
if (timelineSat != null) {
summary += `📈 Timeline Satisfaction: ${timelineSat}/5\n`;
}
// Staff ratings
const staffScores = [knowledge, professionalism, ownership, empathy].filter(s => s != null);
if (staffScores.length > 0) {
const avgStaff = (staffScores.reduce((a, b) => a + (b ?? 0), 0) / staffScores.length).toFixed(1);
summary += `\n👤 Specialist Avg: ${avgStaff}/5`;
if (knowledge != null) summary += `\n • Knowledge: ${knowledge}/5`;
if (professionalism != null) summary += `\n • Professionalism: ${professionalism}/5`;
if (ownership != null) summary += `\n • Ownership: ${ownership}/5`;
if (empathy != null) summary += `\n • Empathy: ${empathy}/5`;
}
if (feeling) {
const moodLabels: Record<string, string> = {
'very-bad': 'Very Dissatisfied',
'bad': 'Dissatisfied',
'neutral': 'Neutral',
'good': 'Satisfied',
'excellent': 'Very Satisfied'
};
summary += `\n\n💭 Overall Feeling: ${moodLabels[feeling] || feeling}`;
}
if (recommend != null) {
summary += `\n🔄 Continue Using: ${recommend}/10`;
}
return summary;
},
customStyles: () => {
const wasResolved = outcomeSection.thumbRating('wasResolved')?.value();
const baseStyles = {
padding: '20px',
borderRadius: '10px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px',
lineHeight: '1.6'
};
if (wasResolved === 'up') {
return { ...baseStyles, backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' };
} else if (wasResolved === 'down') {
return { ...baseStyles, backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f8fafc', borderLeft: '4px solid #94a3b8' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Escalation Feedback'
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const wasResolved = outcomeSection.thumbRating('wasResolved')?.value();
if (wasResolved === 'down') {
return 'We Hear You';
}
return 'Thank You for Your Feedback';
},
message: () => {
const wasResolved = outcomeSection.thumbRating('wasResolved')?.value();
if (wasResolved === 'down') {
return 'We are sorry your issue remains unresolved. A senior manager will contact you within 24 hours to ensure we address this properly.';
}
return 'Your feedback helps us improve our escalation process. We appreciate you taking the time to share your experience with us.';
}
});
}
Frequently Asked Questions
When should this form be sent?
Send immediately after an escalated ticket is marked as resolved - ideally within 24 hours while the experience is fresh. Consider a follow-up at 7 days to confirm the solution held.
How do I define what counts as an 'escalation'?
Escalations typically include: issues elevated to senior agents, cases requiring manager intervention, cross-department handoffs, or any ticket that exceeds your standard resolution SLA. Define clear criteria in your ticketing system.
What resolution time expectations should I set?
This depends on your SLAs and issue severity. Common benchmarks: P1 critical issues within 4 hours, P2 high priority within 24 hours, P3 medium within 48-72 hours. Communicate expectations upfront and measure against them.
How do I handle negative escalation feedback?
Create an immediate alert workflow for low scores. Have a senior team member call within 24 hours, document the root cause, and track whether additional compensation or action is needed. Use aggregate data to identify training needs.
What's a good escalation satisfaction score?
Given escalations start from a negative situation, scores of 70-80% satisfaction indicate effective recovery. Below 60% suggests systemic issues. Track the 'recovery rate' - how many detractors become passives or promoters after escalation.
Should I include the original issue in the form?
Yes - pre-populate context where possible (ticket ID, issue category, original agent) to reduce respondent effort and enable correlation analysis. Protect privacy by summarizing rather than including full ticket content.