From what I understand, support ticket rating is only a "Good" or "Bad" plus some comments. I think it would be useful to be able to provide ticket requestors with a simple numeric scale such as: 1 is really bad, 2 is bad, 3 is OK, 4 good, 5 is awesome, etc.
The current "Good" / "Bad" choice makes the satisfaction survey process very simple. And over time, the average across may surveys will make a good indication of how well my support team is doing. However, having a numeric scale may help us other questions like:
- How well was a particular support ticket dealt with?
- What kind of support tickets are consistently getting a "2", a "3," or a "4" (using the above scale)?