Satisfaction with the Problem’s Resolution

What it measures

The scale captures satisfaction with how a specific problem was resolved during a customer service interaction.

Response format

7-point Likert (1=strongly disagree, 7=strongly agree)

Scale items

• My question was sufficiently answered.
• My problem was appropriately resolved.
• I got the help I needed.

Full scale items shown. Always cite the original source when using this scale in research.

Usage notes & scoring

Source not stated by Crolic et al. (2022), who used the scale with MTurk participants following a customer-service interaction. Reliability was excellent (α = .97). It was used as a manipulation check, offering indirect support for validity.

Citation

Crolic, C., Thomaz, F., Hadi, R., & Stephen, A.T. (2022). Blame the Bot: Anthropomorphism and Anger in Customer–Chatbot Interactions. Journal of Marketing, 86(1), 132–148.

Keywords