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
- Choose Support - Tickets. There is no satisfaction dataset; the ratings are metrics inside this one.
- Add the metric % Satisfaction score.
- Add % Satisfaction rated next to it. That is the response rate: the percentage of surveys that got a rating.
- Group by month.
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 % Satisfaction rated beside it, the score cannot be interpreted at all. Looking for something called a response rate will not find it: that is the metric's name.
Two denominators, and they answer different questions. % Satisfaction rated is ratings against surveys sent. % Satisfaction surveyed is surveys sent against all tickets. A fine score can sit on a fine response rate and still cover a small slice of your work, because most tickets were never surveyed 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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