If You Can't Measure Customer Satisfaction, You Can't Lead
Any good help desk and customer service software should allow you to, in ten seconds or less, measure overall customer satisfaction as follows:
By Service Group
By Analyst
By Call Category
By Root Cause
Further by time: This morning, Yesterday, Last Week, Last month
Further by: Region, Country, Office, Department, Customer
Also, in ten seconds or less, can you also review survey comments made by customers?
If you have to spend hours preparing reports, that will not allow you to react in Real-time to important customer situations. Reports are everything!
Thanks for reading.
You may find this White Paper interesting. https://www.givainc.com/resources/wp/customer-service-best-practices-features-functions-customer-service-software/