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Satisfied Customers Report

Overview

 The Customer Satisfaction Report displays a report of satisfied customers based on Ticket Surveys. 

 

Running the Customers Report

 

1. From the left-hand panel click Reports > Satisfied Customers
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The Report page displays.
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2. Select the time period
3. Select the items count (number of items to display per page)
4. Click Generate
The Satisfied Customers report is generated.
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Overall Customer Rating

 

Overall Customer Rating is displayed at the top. 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 based on the average of the three metrics explained below.
  • Average Overall Quality Ratings The average satisfaction with 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
  • Ticket Title
  • Creation Date
  • Technician Name
  • Contact Name
  • Average Ratings The overall average of the rating based on the answered survey questions.

 

Drilling Down to a Ticket

 

1. Click the Ticket ID
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The ticket displays in a new window.
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End of article.
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