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Run: OSAT Low-Score Same-Day Call-Back Log

Log same-day callbacks for guests who gave a low OSAT score, track the recovery action taken, and capture any service-recovery cost in one auditable form.

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Guest & Survey Details

Survey Date (required)

Date the low OSAT score was submitted.

OSAT Score (required)

Enter the guest's survey score.

Location / Property (required)

Store, site, or property associated with the survey.

Guest Reference ID

Use a guest reference or case ID instead of collecting unnecessary PII.

Callback Due Time (required)

When the same-day callback should be completed.

Callback Attempt

Attempt Time (required)

Time the callback attempt was made.

Attempt Method (required)

Method used for the same-day outreach.

Contact Outcome (required)

Select the result of the callback attempt.

Follow-up Needed?

Check if another follow-up attempt is needed.

Yes No N/A

Recovery Offer & Resolution

Issue Summary

Briefly summarize the concern raised by the guest. Avoid unnecessary personal details.

Recovery Offer Provided

Select all recovery actions offered or completed.

Resolution Status

Current status of the guest recovery.

Guest Response

Capture the guest's response or any commitments made during the call.

Service-Recovery Cost

Was a service-recovery cost incurred? (required)

Select yes if any cost was incurred to recover the guest experience.

Cost Amount

Enter the total recovery cost in local currency.

Cost Category

Choose the primary category for the recovery expense.

Cost Notes

Optional notes for finance or audit review. Do not include sensitive PII.

Agent Notes & Audit Trail

Agent Name (required)

Name of the team member who completed the callback log.

Supervisor Review Needed?

Check if the case should be reviewed by a supervisor.

Yes No N/A

Internal Notes

Add any brief internal notes relevant to the callback or recovery process.

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