What is Service Recovery?

Service Recovery is a common closed-loop process where a company attempts to resolve specific customer issues identified through customer feedback. "Service Recovery" can be used more generally to refer to any process or team for resolving particularly difficult customer problems.

For example, if a customer indicates dissatisfaction on a transactional survey, the company assigns someone to investigate the customer's issue, then contact the customer and attempt to resolve the problem.

Service recovery is one of the most basic elements in using transactional customer feedback to actually improve the customer experience. Of all the ways to use the feedback to improve, resolving individual customer problems is the simplest and most obvious, and often has a significant impact.

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