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Do You Have Customer Satisfaction Survey Sirens?

If you are evaluating help desk and customer service software these are some key features that you should look for when assessing the customer satisfaction survey capability.

Create Your Own Customer Satisfaction Surveys or Use a Default

This provides for creating your own customer satisfaction survey greetings, questions, answer formats and values including follow-up thank you notes. It is important to be to able to generate your own custom customer satisfaction surveys. Customer satisfaction surveys that can be set up with text, lists, text inputs and radio buttons allow for the most customization. A default survey will also help you get started right a way with surveying. An associated customer satisfaction report allows for quickly viewing the survey results.

Customer Satisfaction Rating Alerts

This provides for setting minimum levels of customer satisfaction ratings that trigger alert notifications if levels are not achieved. This allows quick remediation.

Customer Satisfaction Survey Frequency and Survey Exceptions

This provides the capability to survey each customer every X service requests, but no more than Y service requests over Z time interval. System Administrators should be able to place some customers on a survey exception list so that they do not receive surveys. Senior executives sometimes do not want to complete customer satisfaction surveys. Some employees who frequently use the help desk many not want surveys each time they call the help desk.

If you would like a white paper on this topic please download it at:

https://www.givainc.com/white-papers/help-desk-best-practices.htm

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