How to get a good Survey for a product
Firstly you need to respond to the customer with in SLA and try to engage in all the triaging things you are doing to debug the case. secondly schedule 1-1 with customer to see if this can reproduced in the call. if it is a bug, please raise it with the developer to see if they can fix it. finally build the trust and confidence in the product and try to meet customer expectations.