Customer Satisfaction Rating

To find out if your customers are happy with the support you provide, a satisfaction survey can be sent to them with ticket replies or email notifications. Usually the survey has 'Happy', 'Indifferent' and 'Unhappy' as its options.

C-SAT rating = (Number of happy ratings/number of total ratings) given by the customers

Most helpdesks also allow you to opt for surveys that let your customers rate the support experience out of 10. No matter what kind of survey, C-SAT ratings show how happy customers are with the agents and the company. Supervisors can pull up reports to find out which of their agents aren’t getting great ratings and find out why by looking through the tickets which got them bad ratings. Once feedback is given (and accepted), the overall rating of the support should increase over time. Some companies like to show the world how happy their customers are using happiness reports.

Resources

• Happiness is the new satisfaction