How do I see my customers' satisfaction?
Front desk › Satisfaction shows how many customers are satisfied, from the survey email and the website chat's stars, with every answer.
Open Front desk › Satisfaction. It counts the answers to the survey email and the stars visitors give the website chat together, and shows each one apart. Pick 7 days, 30 days, 90 days or All time at the top.
Also called: CSAT score, NPS, survey results, customer feedback, satisfaction client, résultats du sondage, avis des clients
Step 1: See how satisfied customers are
Click Front desk, then Satisfaction, and pick a period. Customer satisfaction shows Satisfied for everyone, and a bar of how many were happy, in between and unhappy. Beside it, Email survey shows its share, how many answered and the NPS if you use 0 to 10. Website chat shows its share and the average stars.
Click: Front desk › Satisfaction
Step 2: Read the answers
Latest answers lists every answer, newest first. A mail icon means it came from the survey email, a chat bubble from the website chat. Each one shows the customer's stars or answer, their words, and who closed the conversation or had the chat. Press Email survey or Website chat at the top, or pick Email or Chat, to see only those. Pick Unhappy to see who needs a call. Click a row to open the conversation; Call back opens the task a low answer made.
Click: Front desk › Satisfaction › Unhappy
Step 3: Compare by teammate
Open KPIs and pick 7, 30 or 90 days. Satisfaction shows the same share for email and chat, and for each person: who closed the conversation, who had the chat, or the bot.
Click: Front desk › KPIs
If it doesn't work
No answers yet. They show here as customers click. Check that Ask customers how it went is on and that your app is published. See How do I ask customers to rate us after a conversation?.
A website chat is never sent the survey email: visitors rate it with stars in the chat bubble after you close it, and those stars count here.