The Satisfaction Survey allows you to easily assess the level of customer satisfaction after each service, helping to identify areas for improvement and take corrective actions precisely.

⚠️Attention: Feature available only for Operator and Admin profiles.

Enable Satisfaction Survey

1. Access Support Service > Settings > Account > Parameters > Additional Modules > Satisfaction Survey;

2. Enable the parameter Use the Satisfaction Survey Module;

3. Save the changes.

💡Tip: If you have configured the "Chat Application" channel and want to display the satisfaction survey, you will also need to enable it in the application settings. Go to Settings > Chat > Applications, choose the desired application, and in the Parameters tab, check the option to display the survey at the end of the conversation.

Configure Satisfaction Survey Questions

1. Go to Settings > Satisfaction Survey > Question Settings;

2. In Configure Satisfaction Survey, choose where the survey will be answered:

• In the ticket itself;
• Specific page;

💡Tip: If you choose Specific page, set up the trigger responsible for sending the invitation email for the survey.

3. Choose whether to enable Response and Editing Deadline;

4. Set which agents can respond to the survey:

• All;
• None;
• Choose profiles.

5. Click on Add question and select one of the response templates:

Satisfied or dissatisfied;

Smiling faces;

NPS (Net Promoter Score);

Yes or No.

6. Click on Save.

Done! Questions created successfully.

💡Tip: You can have up to three active questions. To add more questions, disable one or more existing ones. They will be displayed in the same configured order.

Satisfaction survey in triggers

The trigger module offers important dynamic conditions and variables for the Satisfaction Survey.

💡Tip: The trigger for inviting to respond to the survey is disabled by default. To use it, go to Settings > Automation > Triggers > Email to Customer - Satisfaction Survey - Invitation to Respond and activate it.

In addition to using the trigger to invite the customer, it is possible to create custom triggers to notify the responsible parties when a customer provides a negative rating or leaves a comment.

When configuring your triggers, use the condition Ticket: Satisfaction Survey, which allows you to apply the appropriate filters. In dynamic variables, you can use the placeholder {ticket.satisfactionsurvey.rating}, which shows the selected response model for the first question. After the customer answers, the response will be saved for the first question, but they will be directed to the next ones.

It is also possible to use {ticket.satisfactionsurvey.response}, which summarizes the customer’s response to the first question. This variable can be used in notification emails when a customer responds to a survey on the ticket.

⚠️Attention: The satisfaction survey criteria appear in the trigger screens, visualization panel, and additional fields.