Ask what the feedback actually confirms
Synthetic customer C-20 rates the agent’s reply five out of five for courtesy but states the export still lacks B. C-21 gives no rating but confirms the export now works. The support record preserves both dimensions. A positive rating cannot close an explicitly unresolved task; absence of a rating cannot undo supported task recovery. The fixture does not define customer satisfaction as software correctness.
| Case | Service feedback | Task evidence | Resolution state |
|---|---|---|---|
| C-20 | 5/5 for courtesy | B still missing | Unresolved |
| C-21 | No rating | Export works as required | Confirmed recovery |
| C-22 | Thanks for quick reply | No task result supplied | Outcome pending |
Update the dimension the reply supports
- Identify feedback subject
- Record rating separately
- Read actual task observation
- Set resolution from task evidence
Do not reinterpret praise as confirmation when the same reply reports continued failure.
Which cases have supported technical recovery?
Show the worked answer
C-21 only. C-20 has positive service feedback but an unresolved task; C-22 has no task result.
Record what each feedback item concerns. Use matching task evidence to decide recovery even when a service rating points in a different direction.