A customer satisfaction survey is sent out to the customers to understand if they are satisfied with the service provided on the tickets that they have created. The customer can respond with either:
Great
Okay
Not Good
Note: A customer satisfaction survey will be sent to the customer only once an agent has closed the ticket.
Creating a Customer Satisfaction Survey
Click on Admin panel.
Click on Customer satisfaction survey.
Click on the Add New Survey.
On the Create New Survey page ,it will show the list of fields that need to be filled out as below:
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The following fields can be edited before sending to the customer, and the fields need to be filled up by the customer and sent back.
Survey Name* (This is mandatory): User can mention the name of the survey.Survey Question: User can mention the survey question in this field.Rating: User can specify the name for each emoji.Thank you Message: User can specify the thank-you message inside the field.Allow Comment: When enabled, customers can give feedback as comments.When enabled, this survey will be sent after the ticket is closed.
Click on save changes.
Users can verify the changes in the preview.
Reviewing survey responses
The customer satisfaction report shows how many customers chose each rating, and lists every response with the ticket it came from. You can open a ticket that got a low rating and read the conversation to see what went wrong.
Go to Reports.
On the Customer satisfaction card, click View details.
Click a rating card, for example Not Good, to see only the responses with that rating. Click the same card again to see all ratings.
Click a ticket number in the Responses table to open that ticket in a new tab.
Each row in the Responses table shows the ticket number, the subject, the customer, the rating, the comment the customer left, and the date they responded. The newest responses are at the top. The table follows the time period selected at the top of the page, so its rows match the counts on the rating cards.