This report displays a list of satisfied customers based on ticket surveys. Learn more about how to create a ticket satisfaction survey. 

Understanding the satisfied customers report

Overall customer rating

Overall Customer Rating is displayed at the top of each customer. This shows the average scores for the tickets within the selected period for the following key metrics:

• Rated tickets: The number of tickets rated in the selected period.
• Average ratings: The average of all rated customer tickets is based on the average of the three metrics explained below.
• Average overall quality ratings: The average satisfaction with the overall quality of support.
• Average technical knowledge ratings: The average satisfaction with the technician's technical knowledge.
• Average helpfulness rating: The average satisfaction with the technician's general level of customer service.

Ticket specific information

The ticket-specific information is displayed in table format:

• Ticket ID: The ticket ID.
• Ticket title: The title of the ticket.
• Creation Date: The date the ticket was created.
• Technician Name: The name of the technician assigned to the ticket.
• Contact Name: The name of the contact that opened the ticket.
• Average Ratings - The overall average of the rating based on the answered survey questions.

View customer survey

You can view the survey results of tickets directly from the Satisfied customers report.

To view the results of a ticket:

1. Generate a Satisfied customer report.

2. Click the Ticket ID of the report you want to view.

The ticket appears in a new window.

3. Under Contact info, you can view the overall satisfaction rating, or hover over the tooltip icon for more detailed results of the survey and contact notes.

Generate satisfied customers report

1. From Reports (on the side panel), go to Classic Reports, then click Satisfied customers.

The Satisfied customers report page appears.

2. Fill in the parameters:

• Time Period: Today, Yesterday, Last 7 Days, Last 30 Days, Last 60 Days, Last 120 Days, This Month, Last Month, Last Two Months, or Custom Range
  Note: Last X Days refers to the previous X days while the Last X Months refers to the previous X calendar months. For example, if you select Last 60 Days on June 15th, the period will be April 17 - June 15. If you select Last Two Months on June 15th, the period will be April 1 - May 31.
• Item Count: 3, 5, 10, 20, or 50 customers

3. Click Generate.

The Satisfied customers report is generated. See Understanding the satisfied customers report

Export Satisfied customers report

After generating your report, you have the option to export it in Excel or PDF format. Click Export and select the desired format.

Schedule report

You can Schedule the Satisfied customers report, learn more by checking our article Schedule a Report.