Support teams use our customer satisfaction rating surveys to measure the service experience they provide to their customers. Bad satisfaction ratings happen, but the true reason behind these ratings is sometimes unclear. Was it because the agent was not friendly? Was it an issue with the product?
To help with this, we’ve added satisfaction reasons, a new configuration option for our customer satisfaction rating surveys. Using satisfaction reasons, you can provide your customers with the option to share why they were unsatisfied and use this information to identify customer experience improvements.
Discover the "why" behind bad satisfaction ratings
When satisfaction reasons is enabled, your customers will see a new dropdown on the satisfaction ratings landing page after they select “Bad, I’m unsatisfied.”
This reason is saved to the ticket and displayed alongside the satisfaction rating.
Most importantly, satisfaction reasons are customizable. Each business is unique, and the reasons why a customer may leave a bad satisfaction rating are likely just as unique. By allowing businesses to tailor these reasons to their product, service, and brand, the business will receive the highest quality and most relevant feedback.
Admins can select from a set of default reasons or customize their own with multi-language support using dynamic content.
Use survey feedback to take action
While satisfaction ratings are valuable as a metric to track for your agents and for your team, they are even more valuable as an opportunity to take further action with a dissatisfied customer. Satisfaction reasons allow you to customize your triggers, views, and automations by reason, which allows you to build workflow specific to reasons for bad satisfaction reported by your customers.
A new way to analyze trends in bad satisfaction ratings
Satisfaction reasons provide a new way for teams to analyze and uncover trends in customer experience. Support managers who monitor our satisfaction dashboard can filter recent bad satisfaction ratings by reason.
Furthermore, as a new attribute in Insights, support managers can slice bad satisfaction by reason to track trends in bad satisfaction over time, or combine this attribute with other customer and ticket attributes to uncover broader trends in customer experience that result in bad satisfaction ratings.
If you’re already using our customer satisfaction ratings feature, you can enable satisfaction reasons with a new setting under Settings > Customers > Satisfaction. Learn more about working with satisfaction reasons and using customer satisfaction ratings.
Satisfaction Reasons is available to customers on our Professional and Enterprise plans.