Satisfaction Analysis

Index:

1. What is the purpose of analyzing service satisfaction?
2. Setting up the Satisfaction Survey in the Bot
3. Available Metrics

 

What is the purpose of analyzing service satisfaction?

The focus of this functionality is to provide managers and supervisors with a comprehensive and detailed view of how customers evaluate and comment on received services. This valuable feature will help better understand the customer experience, promoting continuous improvements in the services provided.

 

Setting up the Satisfaction Survey in the Bot

Configuring the satisfaction survey is simple and essential to begin monitoring customer opinions.

 

Important: To start, make sure you have version 3.0 of the Human Attendant Block.

 

In the 'Builder' menu, locate the human attendant block. Right-click on the block, and if there is an 'Update' option, update it to the latest version. If there is no 'Update' option, it means your block is already in version 3.0.

 

To set up the survey:

1. Access the Builder and find the Human Attendant Block.
2. In the 'Exit Conditions' tab, enable the 'Display only satisfaction survey blocks' option.
3. Click on the 'Go to' field and select 'Create satisfaction survey block'.

 

Once this is done, data collection will begin and will be available on the dashboard for analysis the next day.

 

The default survey captures the customer's rating and comment. Ratings are based on a scale from 1 to 5:

• Scores 1 and 2 = Dissatisfied/Detractors
• Scores 3 = Neutral
• Scores 4 and 5 = Satisfied/Promoters

Data Update Period on the Dashboard

The data displayed on the Satisfaction Analysis screen is collected during interactions, processed in the system, and updated every hour. This process occurs between 7:00 AM and 7:00 PM.

Note: Satisfaction data will be available for up to 30 days.

 

 

Available Metrics

Upon accessing the page, various metrics will be available regarding customer satisfaction and performance of interactions, along with several filters to personalize your analysis:

1. Satisfaction Metrics

Satisfaction metrics are key indicators that offer a comprehensive view of the level of customer satisfaction. Below is a brief description of the present metrics:

• Overall satisfaction average: represents the average of the received responses' scores. This metric provides a summarized view of the degree of customer satisfaction according to the selected filters. By default, scores range between 1 and 5.
• Total closed tickets: this metric presents the quantity of lost, abandoned, and completed tickets.
• Total responses: corresponds to the total responses obtained through the satisfaction survey. It can be partial (when the customer sends only the score without comments) or complete (when the customer sends the score and comment).
• Response rate: this metric relates to the two previous metrics (total closed tickets and total responses), bringing the percentage of response rate.

2. Overall Satisfaction

The overall satisfaction metric is a visual representation offering an insight into the relationship between captured responses, categorized as dissatisfied, neutral, satisfied, and unanswered. A pie chart is used to illustrate this distribution, allowing for a quick and clear visual analysis of the overall evaluation of the services provided by customers.

3. Satisfaction Comparison

This metric offers a dynamic list of queues or attendants (the user can select the preference in the selector), allowing for a visual comparison through the quantitative distribution of horizontal bars.

4. Period Analysis

This metric enables the analysis of the overall average and response rate over the selected period in the filters. By hovering the mouse cursor over the filled area of the graph, specific data can be accessed, such as the overall average, response rate, and total responses for a specific day within that period.

5. Segmented Data

In this table, it's possible to analyze in more detail the obtained response data. You'll find three tabs:

General: Analysis in a general/individual form of each obtained response. In this tab, you'll find the following data: 

Ticket ID, survey response date, queue from where the service was provided, ticket agent, customer ID, rating given by the customer, evaluation (as per the rating), and open comment (if it is a complete response).

Queues: Segmental analysis regarding queues, of all responses obtained by each one, based on the selected filters. In this tab, you'll find the following data: 

Queue name in question, overall queue average, total tickets of the queue, total responses received by that queue, total surveys without responses, dissatisfied, neutral, and satisfied responses.

Attendants: Segmental analysis regarding attendants, of all responses obtained by each one, based on the selected filters. In this tab, you'll find the following data: 

Attendant's name in question, attendant's overall average, total tickets of the attendant, total responses received by the attendant, total surveys without responses, dissatisfied, neutral, and satisfied responses.

 

 

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