I will base around a fictional report.

Customer says: Your site shows this store at (Wrong location). It is clearly listed as being at (right location).

Customer service response usually states thanks for contacting us, thanks for reporting the bug and thanks for your patience, as indicated by the fake response below:

Greetings,

Thank you for contacting (company name) Support.

It appears you may have discovered a bug in our system! We will get this escalated to our development team right away.

We appreciate your patience while we resolve this issue.


So, after this response do you, or does your company, respond back to user on any regular basis until the bug is fixed? Does it send a general announcement to the whole user base saying a bug has been fixed once it actually *has* been fixed? Please reply with your professional thoughts on this as I am trying to pinpoint what the highest level of customer satisfaction would be on this particular issue.

Here's our ticketing policy:

Client submits a ticket to our help desk, via email.

I receive an email about the request, then I assign the ticket to one of our techs.

Per our SLA with our clients, our techs have to response within an hour, then have to either resolve it within 24 hours, or update the ticket daily (essentially maintaining communication so that the client does not feel like they don't know what's going on), until the issue is resolved.

Definitely good to know! Thank you for your response! Any others are definitely appreciated as well!