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Get your customers to rate your services
As we said in previous articles, the satisfaction of our customers must be one of the pillars of our company. To this end, ServiceTonic has developed the star rating satisfaction surveys functionality.
These surveys allow customers or users to evaluate, thought a star rating, the services of the agents responsible for their incidents or requests when they close the tickets.
Said ratings are linked to the tickets in a field created exclusively to collect this data, so that the quality department manager or other responsible can know the degree of satisfaction of users or clients.
Configuration of the star rating satisfaction surveys
The ServiceTonic administrator can define how often they want users to rate the services: every time a ticket is closed, once a day, once a week, twice a day… In this way, they must define the periodicity of the surveys as well as their randomness: surveys can be programmed to appear every day but only after 5 tickets are closed, after every 10 tickets or after the closure of each ticket… according to the needs of each company.
This configuration is simple and can be changed whenever necessary.
Surveys will appear in the clients’ User Portal when the tickets are closed, in the form of a pop-up screen, always depending on the randomness and periodicity defined above.
Visible score for the agent
Once the client has rated the agent’s services on a given ticket, this score is linked to that ticket in a field created by the administrator, which will collect the result of the survey.
This field Will not be editable by the agent, in order to avoid changing the value assigned by the client.
Analysis of the satisfaction surveys results
ServiceTonic allows you to analyze the results of surveys through views, reports or dashboard indicators.
In this way, it is very easy to see the overall rating of the tickets by users, as well as to see which agent has the best ratings and which users give them.
Thanks to the star rating satisfaction surveys, you will be able to know the degree of satisfaction of your customers
