What method should be used to survey customers after a case is closed to ensure satisfaction?

Using workflow rules to send an email to the customer after a case is closed is an effective method for surveying customer satisfaction. Workflow rules are designed to automate standard processes and actions based on specific criteria being met. In this context, once a case reaches the closed status, the workflow rule can be triggered to automatically send a personalized email to the customer, allowing the company to inquire about their satisfaction with the service provided.

This method allows for immediate feedback directly after the case resolution, which can be more reflective of the customer’s experience. This feedback can then be used to assess performance, make improvements in service delivery, and enhance overall customer satisfaction.

In contrast, other methods would not be suitable for this specific purpose. Auto-response rules typically focus on automatically responding to incoming communications rather than handling follow-up actions post-case closure. Assignment rules are intended for routing cases to specific queues or users based on certain criteria, and escalation rules are primarily used to escalate cases that are not resolved within a specified timeframe. These do not provide an effective mechanism for gathering customer satisfaction feedback after case resolution.