"Day in the Life" Demonstration

IT Manager

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Customer Satisfaction Feedback Report

As an option, Giva eHelpDesk can send customers an email with a link to a customer satisfaction survey. When the customer clicks the link, it takes them to a one-question survey. The survey asks the customer to rate the service received on a scale of 1 to 5. It also asks for any feedback.

This information is then summarized in a report that displays the customer service scores by severity level for a selected date range. You can view the actual customer comments by clicking the linked numbers or by clicking on "Review All Data".

When you measure customer satisfaction and set department goals and rewards, this can improve overall customer service delivery.

In addition, the customer has the option in the survey to ask that a manager call them regarding the service they received. If the customer selected this option, then the Help Desk manager will be notified via email. This gives your support organization the opportunity to immediately correct problems, thus delighting the customer.

To obtain a graphical presentation of the data, simply click on each Severity Level link. The report created will be a pie chart of the percentages for that severity level.

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