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there are three common reasons ive observed behind a failing survey the first one is obviously an unresolved issue so if youre helping a customer over the phone and you were not able to resolve the issue or not able to satisfy what the customer needs or wants in the call then most likely you will get a failing survey number two is a disgruntled customer so im saying this because sometimes its not really your fault its not your interaction with a customer that made the customer upset or disappointed but it was the previous interaction or that the customers patience level is already down there and you can no longer do anything about it like whatever you will do it will still affect your survey unless you have provided a really excellent customer service like youve turned the situation around and the customer is happy then that will probably change things for you otherwise you will still end up with a bad survey at the end of the call if the customer decides that the company just