Satisfaction Analysis December 09, 2024 17:33 Updated Index: What is the purpose of analyzing service satisfaction? Setting up the Satisfaction Survey in the Bot Available Metrics The functionality is only available for test group 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: Access the Builder and find the Human Attendant Block. In the 'Exit Conditions' tab, enable the 'Display only satisfaction survey blocks' option. 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 service interactions, processed in the system, and made available in real time. Note: Satisfaction data will be available for up to three months. 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: 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. 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. 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. 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. 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. Filters You can apply various filters in the Satisfaction Analysis Report feature: Filter by Surveys: Allows filtering data for a specific survey. Filter by Ratings: Allows filtering data by survey categorization, i.e., Detractor, Neutral, or Promoter. Filter by Queue: Allows filtering data for a specific queue. Filter by Attendant: Allows filtering data for a specific attendant. Filter by Contact: Allows filtering data for a specific contact. You can search using part of the contact's name, email, or phone number. Filter by Period This is the only filter that will apply to all sections and is used to filter data for the desired time frame. You can filter from a single day up to 3 months (the last 90 days). You can also select predefined periods such as Today, Yesterday, Last 7 days, Last 15 days, or Last 30 days. Saved Filters It is now possible to save your custom filters for future use, enabling you to create filters for specific teams, for example. To create a filter, simply fill in the desired filters and then enable the option to Create Saved Filter with these parameters. The system will then prompt you to name the saved filter. Once completed, you can create and apply your saved filter whenever needed. Applying a Filter: To apply a filter, follow these steps: Access the filter menu by clicking on the pencil icon on the reports screen. The filter menu will be displayed. Here, you can either perform a new query or apply a previously saved filter. To apply a new filter: Select the desired filters. Click on Apply. To apply a saved filter: Go to the Saved Filters menu. Select the desired saved filter. Click on Apply. You can also delete or edit a saved filter by accessing the filter menu: Navigate to the Saved Filters tab. Select the filter you want to edit or delete. To edit: Click on Edit. Make the necessary changes to the filters. Click on Save Changes. To delete: Click on Delete. Confirm the deletion in the dialog box that appears. Finally, you can clear the applied filters and reset to the default view for the last 30 days. To do this: Open the Filter Menu. Go to New Query. Click the Clear All button. Then, click Apply. And that's it! Your filters have been reset to the default settings. Note: In the 'General' tab, there's a search field where comments will be filtered based on searched keywords. For more information, visit the discussion on the subject in our community or the videos on our channel. 😃 Related articles NPS - Satisfaction Survey How to Create Custom Reports Sending WhatsApp Active Messages on Blip Desk Finding my bot's API-KEY Exit Conditions in the Builder