Customer Satisfaction Survey
The Customer Satisfaction Survey process is designed to gather insights from customers to improve product or service quality and enhance customer experiences.
Workflow Steps
Step 1 - Trigger Automated Survey
One hour after a support ticket is closed, an automated email is sent to the customer with a simple one-question survey: "How satisfied were you with the support you received?"
Step 2 - Collect Rating (e.g., 1-5 stars)
The customer clicks a rating within the email, which is immediately recorded.
Step 3 - Collect Optional Open-Ended Feedback
After submitting the rating, the customer is taken to a landing page where they can leave an optional open-ended comment to explain their rating.
Step 4 - Real-time Alert on Bad Rating
If a customer leaves a bad rating (e.g., 1 or 2 stars), a real-time notification is sent to the support manager via Slack or email for immediate follow-up with the customer.
The Purpose of Customer Satisfaction Survey
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