Configure Customer Satisfaction Surveys

Introduction

Activating and Setting Survey Preferences

Enabling Surveys and Customizing Delivery

• Activating Surveys: Start by enabling surveys on the customer survey settings administration page.
• Survey Frequency: Choose to send surveys for every ticket or after a specific number of tickets.
• Limiting Survey Frequency: Set a cap on the number of surveys sent within a given timeframe.

Notifying Team Members Based on Customer Ratings

• Notification Integration: Decide whether to include the survey in the ticket's final customer notification or in a separate message.
• Survey Format: Choose to present the survey as a clickable link or embed it directly within the notification.

Survey Notification Options

Choose the Default Survey or Create a Custom One

Reviewing Giva’s Default Survey

Creating a Custom Survey

• Welcome Message: Add a welcome message in a "multi-line text read-only" field.
• Field Configuration: Place the welcome message in row 1, column 1, and save changes.
• Previewing the Form: Use the "Show Preview" button to review the form layout.
• Resolving Issue Inquiry: For example, add a question about issue resolution satisfaction using radio buttons for "Yes" or "No" responses.
• Field Placement: Position this question in row 2, column 1.
• Feedback Section: Include a field for open-ended feedback using a "multi-line text input" format.
• Form Layout: Set this field in row 3, column 1, and save.
• Final Preview:s Use "Show Preview" to see the complete survey form.