Help CenterThis report displays a list of satisfied customers based on ticket surveys. To learn how to set up a survey in Atera, please check out this article.
Generate satisfied customers report
1. From Reports (on the side panel), go to Classic Reports, and click on Satisfied customers report.
The Report page is displayed
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
The Satisfied Customers report is generated.
Export Satisfied customers report
After generating your report, you have the option to export it in Excel or PDF format. Simply click the Export button and select the desired format.
Schedule Satisfied customers report
1. From Admin (on the side panel), go to Reports > Classic Reports, and click on Satisfied Customers.
The Report page is displayed
3. Click the Scheduled Report tab.
4. Fill in the parameters and click on Schedule.
-
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
The Add Report Schedule window appears
5. Give the scheduled report a clear, concise description, and select the Technician Name(s). You can schedule weekly and/or monthly reports:
-
- For Weekly, select the day, hour, and frequency.
- For Monthly, select the date and hour.
6. Click the + icon to add your schedule.
7. Select your desired schedule options and click on Apply.
8. Your desired schedule will appear in the Add Report Schedule window, you also have the option to add more schedules. Once done, click on Apply.
Done! The scheduled report appears in the Schedule Report tab. Check out this article to learn more about scheduling a report.
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 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
- Ticket Title
- Creation Date
- Technician Name
- Contact Name
- Average Ratings - The overall average of the rating based on the answered survey questions.
View customer survey
To see the survey that you received on a ticket.
1. Click on the Ticket ID, in the report that you have generated.
The ticket is displayed in a new window
2. Click on the rating found under Requester Info.
The Ticket Rating popup will be displayed where you can see more details about the survey
Dragos Tulbure