My only quibble would be that I'm not sure anyone knows how the issue happened, thus learning from it to stop it happening again from a user perspective. – Do you have any other feedback on the support service received?

• 10/10 – How good were we at understanding your problem?
• 10/10 – How well did we keep you informed of the status of your call?
• 7/10 – How satisfied were you with the overall support service provided?