The Customer Satisfaction Survey Reports lets you measure the helpdesk efficiency and customer satisfaction with every support ticket. You can analyze your agents’ relative performance; which can, in turn, help you assess your service, and provide better guidelines to train and support agents in the future based on past results.
Once your ticket status is resolved/closed, the CS Rating will be automatically shown to your ticket panel on the right side. Immediately rate the agent because this will be recorded in the Monthly Performance Report.
After selecting the Overall satisfaction rating. It will go to the PCW ICT Support Satisfaction Survey form. In this form you will rate the agent in more detail.
Once a customer takes the rating survey, the point scale will be locked down and the survey settings cannot be edited.
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