New Feature: Improve Customer Experience with Customer Satisfaction Ratings

SupportBee Team

3min read

The Customer Satisfaction Ratings feature has been one of the most requested, in SupportBee, in the recent times. It is incredibly important for support agents and business owners, who set up the support processes, to know if their hard work is making any difference to their customers’ overall experience. With this new feature, you can now reliably measure how your customers feel about the quality of your service and also receive actionable feedback for improving the process in the future.

How does it work?

If this feature is enabled, a customer is sent an email with a survey link to rate the service experience after a conversation has reached a closure. In SupportBee, since the archiving of a ticket signifies closure of the issue at hand, the survey email is sent only after a ticket is archived. This means that it will be a good practice to archive tickets promptly in order to get the Customer Satisfaction Survey Email sent while the customer service experience is still fresh in the customer’s mind.

The content of the email can be customized to your needs. Here’s a snapshot of what your customers will see in the survey link. Please note that the link will expire in 10 days which means that your customers will be unable to rate their experience after 10 days of receiving the email.

Enabling this feature in your SupportBee

Customer Satisfaction Rating email is our Email After Archive feature with the option to add a customer satisfaction survey link. To get this running, all you have to do is to enable the ‘Email After Archive’ feature from Admin > Email and add the customer survey link - {% raw %}{{CUSTOMER_SURVEY_LINK}} {% endraw %} - with a relevant message in your email. In your email you can use variables like {% raw %}{{FIRST_NAME}}{% endraw %}, {% raw %}{{SUBJECT}} {% endraw %}and so on for better communication. For a complete list of variables please click here.

Please note that the ‘Email After Archive’ email will only be sent for tickets with at least one reply. If no action was taken on a ticket, the survey email will not be sent even after a ticket is archived.

Receiving customer’s feedback and rating

A customer’s rating and feedback will be sent to the team via e-mail. It is also posted as a comment in the Email thread (Screenshot below). We do not offer aggregated reports on this yet.

Planned improvements for the future

Currently we do not offer reports on this feature. However, in the near future, it should be possible for admins to review the history of all or each agent’s ratings and comments in reports. Also, a customer will be able to access all her past ratings and comments.

Public sharing (Facebook and Twitter) of the comment and rating is another upgrade that we are strongly considering. When it comes to this feature, the admin of a company will have the option to decide if they want to enable public sharing or not.

Let us know your feedback

Please try this feature out and let us know what you think. You can leave your feedback as a comment to this post or you can mail us at [email protected] with your ideas.

We look forward to hearing from you!

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