Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
The satisfaction score, what it is capable of telling you, and why the comments are worth more than the percentage.
Build it
- The satisfaction dataset.
- Metric: the satisfaction score.
- Attribute: by month.
- Add the response rate alongside.
Always show the response rate
A score of 95% from 4% of customers is a score from the people who felt strongly enough to answer. Without the response rate, the score cannot be interpreted at all.
Who answers is not random
The very pleased and the very annoyed respond; the merely satisfied do not. That is not a flaw to correct, it is a property to remember when reading the number.
The comments are the value
A percentage tells you something changed. A comment tells you what. Reading twenty comments teaches more about your support than a year of scores.
Build the report so the comments are readable, not only counted.
Split by subject, not by agent
Satisfaction tracks the subject heavily: refunds and outages score badly regardless of who handled them well. Ranking agents on it measures which queue they work.
Watch the trend within a subject
Comparing this month's billing satisfaction with last month's billing satisfaction is a fair comparison. Comparing billing with how-to questions is not.
A dip needs a cause, not a target
Setting a satisfaction target changes when surveys are sent and how tickets are closed, more reliably than it changes how customers feel. Investigate dips rather than managing the number.
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