Each person is invited on their own, when the moment happens (suggested: about four hours after a support ticket closes). Include everyone it applies to, not a sample.
Your pilot plan
Run the Post-Support Follow-Up as a 90-day pilot.
Capture whether support actually solved the problem.
- CX Customer
- Suggested: about four hours after a support ticket closes
- 2-6 min to answer
- 50% off the plan and its add-ons for the first three monthly invoices.
Before you start
Who to invite, and what to have ready.
- Your customer list: connect your CRM, or upload a CSV of contacts with their email and name.
- An event feed: your system tells Ranx when the event happens, using a key you create in Ranx. Past events can be sent in bulk, up to 500 at a time.
- One owner for the program, plus a colleague invited as a second admin, so it never depends on one person.
- A short note to your customers saying why you're asking and when they'll hear what changes.
Week 1
Your first survey live within a week.
- Day 1Set up your workspace
Check out, set up your workspace, and invite a colleague as a second admin.
- Day 2Bring in your customers
Connect or upload your customers, so each event can be matched to a person.
- Day 3Connect the event feed
Create the key in Ranx and have your system send events. Send recent past events in bulk to see it working.
- Day 4Walk the survey and set the timing
Take the survey yourself and adjust any wording. It starts as a draft. Turn on reminders: up to two, a few days apart.
- Day 5Turn it on
Invitations now go out on their own, one person at a time, when the moment comes.
- Days 6–7Check the first invitations
Confirm the first invitations went out to the right people at the right time.
The 90 days
From first answers to a decision.
Act and Lift, where improvements get owners and their results are checked: included in Business and Enterprise; Act and Lift Essentials add-on on Pro. On other plans, keep the owners and dates in your own tracker.
- Day 7First survey live
The link or the event feed is live and the first answers are in.
- About day 21Read what to fix first
Once enough answers are in, Rank shows the ranked list of what matters most and how it scores.
- Day 30Choose what to act on
Use Drivers to see what each priority is linked to, choose a few improvements, give each one an owner, and tell the people who answered what will change.
- Day 75Pilot review
A conversation with us about what you learned, what changed, and whether to continue.
- Day 90Plan the next round
Schedule the next survey. Lift checks whether an improvement worked once it has run for at least six weeks.
- Before day 91Continue or cancel
Full price starts with the fourth monthly invoice. Continue, or cancel before day 91.
See this playbook's questions · Plan a different playbook · What each feature does