Introduction
In Technical Support, we measure client satisfaction by sharing two types of satisfaction surveys with our clients:
- Customer Satisfaction Survey (CSAT).
- Post-chat Survey.
This article describes the types of satisfaction surveys in Technical Support Team.
It is dedicated to all users who are in direct contact with Perfect Gym Technical Support and would like to know how to share their Feedback about the service offered.
Customer Satisfaction Survey (CSAT)
Survey to evaluate the general Support case resolution. It is available via two channels:
- an email is sent to the client - at the moment the case status is set to Closed.
- a pop-up message in GetSupport - when the client accepts the solution proposed by a Technical Support Agent. Once the case is set to the Solution Proposed status, the client can accept or reject the offered solution by clicking on the available buttons. Then, the case is automatically closed and a window with the survey pops up in PGM.
The CSAT survey contains five questions. While answering, the client can:
- evaluate general satisfaction from the service offered by TS in the specific case - from 1 - Extremely unsatisfied - to 5 - Extremely satisfied.
- evaluate the waiting time for the reply from the agent - from 1 - Extremely unsatisfied - to 5 - Extremely satisfied.
- evaluate agent’s engagement - from 1 - Extremely unsatisfied - to 5 - Extremely satisfied.
- evaluate solution quality - from 1 - Extremely unsatisfied - to 5 - Extremely satisfied.
- share general feedback using a free text Comment field.
How to accept the solution and evaluate the case in GetSupport?
1. Go to GetSupport in PGM.
2. Click on the Conversation button next to the case with Solution Proposed status.
3. You will see the page with details of your case and the solution proposed by the agent.
4. To approve the solution, click on the Solution accepted - close this case button.
5. Confirm your decision.
6. You will see the pop-up window with the first question of the Satisfaction survey.
7. Answer the questions by selecting one to five stars and click on Submit to proceed to the next question.
Post-chat Survey
This survey is to evaluate a given chat conversation.
While closing the chat conversation, the client is automatically redirected to the Post-chat survey
This feature is available from the R88 PGM system version.
The Post-chat survey contains three questions. While answering, the client can:
- evaluate the general satisfaction from the service offered by Technical Support during the chat conversation - from 1 - unsatisfied - to 3 - satisfied.
- inform if it was the client’s first contact regarding the discussed topic.
- inform if the reported issue was solved during the chat.
We value your opinion!
We encourage all clients to share feedback after each and every case or chat conversion. Your feedback helps us to improve our service!