Can I ask what time variable people use for reporting on Satisfaction score?
We use 'Ticked solved' however, that means that ratings are very often carried across from one month to another, which then does effect on the previous and current months' score.
For example, if we have a ticket with a bad rating given at the end of May, we will usually continue convo with the customer and try to turn it around. So that means that we will be solving the ticket in June and the rating will be counted towards June's score. This effectively will also change rating for May. It's frustrating for us that one of our main KPIs can change retrospectively.
It would be ideal to have something like 'Date rating last updated'. In that case Sat Score wouldn't be as fluctuating.
It would be very interesting to hear how other users of Explore report on their Satisfaction Score. Surely there should be a more reliable and precise way of reporting on it.
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