We would like to get customer's feedback on various aspects like initial response, overall quality of the solution, how agents interacted with customer etc. So for each of these areas, we would like to ask different questions to customer.
Currently, there is only one question i.e. "How was our service for this request?". We can only re-phrase it but we would like to add a few more questions in the survey. Can someone please let me know if there is a way to add more questions in the Customer Satisfaction Survey?
I would create a JAC ticket and create a Suggestion for this and post the link to the Suggestion here. That will allow the community to vote on the issue to add impact.
Thanks for your answer. I have checked the above add-on but to me it seems you can build better reports via this but not customize the survey itself. Moreover, it is not available on cloud, so not relevant for us.
I am not sure why no one has raised this before. To me customer satisfaction is the most important part of any service org. One cannot capture the areas of improvements via only one question. For example, customer gives poor rating for one incident. Now this can be because of bad initial response from agent/bad behaviour of agent/product design issue etc. Without knowing the exact reason, how one can improve?
May be others are using some other tool. If so, please suggest me as well.
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