Measure customer and requester satisfaction (CSAT)
A fast fix does not always mean a satisfied requester. A short survey after every closure tells you how they felt about the service and why if not, so you can step in before it becomes a complaint.
Components
1–5
One tap.
Percentage
Positive ratings over total.
Free text
Reviewed by supervisors.
Picklist
Shows where things break.
Extra questions
For specific services.
Low ratings
Supervisor task and outreach.
Do you know how requesters rate your service?We enable the survey in the demo to show the reports.
Customer satisfaction questions
Stars vs CSAT?
Stars are what the requester picks; CSAT is the share of positive ratings, the number tracked in reports.
How to raise response rates?
Send on the channel the requester used, make it one tap, and time it right after closure.
Hear requesters after every service
Measurable satisfaction and intervention before complaints.
- Survey after every closure
- Custom dissatisfaction reasons
- Automatic follow-up