Satisfaction Survey – SupportCandy

General settings

Pradeep Makone — Fri, 29 Jul 2022 10:19:10 +0000

Overview

The Satisfaction Survey allows you to collect customer feedback about the service provided by your support team and the performance of agents on individual tickets.

Where to Find

Go to Support → Settings → Satisfaction Survey → General.

How It Works

Customers can provide feedback through the Satisfaction Survey page after receiving a survey link. The survey page is created using the [wpsc_sf] shortcode.

Step-by-Step Guide

Create a new WordPress page for the Satisfaction Survey.
Add the [wpsc_sf] shortcode to the page.
Save or publish the page.
Configure the Satisfaction Survey to use this page for customer feedback.

Setting up Survey Page

Create a new page where customers will be redirected when they click the Satisfaction Survey link. Add the following shortcode to the page: [wpsc_sf] This page will display the Satisfaction Survey for customers to submit their feedback.

Options / Settings

Survey page
Select the page where the Satisfaction Survey will appear.

Create a new page for the survey.
Add the [wpsc_sf] shortcode to the page.
Select the created page in this setting.

Trigger survey when customer close ticket
Controls whether a survey is automatically triggered when a customer closes a ticket.

Yes – Automatically displays the survey popup when the customer closes the ticket.
No – The survey will not be automatically triggered when the customer closes the ticket.

Closed statuses to enable survey
Defines which ticket statuses can trigger the Satisfaction Survey.
Select the closed statuses for which the survey should be triggered when the ticket is closed by the customer.

Allow customer to modify rating
Controls whether customers can modify feedback they have already submitted.

Enabled – Customers can edit their previously submitted rating or feedback.
Disabled – Customers cannot modify their submitted rating or feedback.

Example

If you want customers to receive a survey when they close tickets with the Closed status, select the survey page, enable Trigger survey when customer close ticket, and select Closed under Closed statuses to enable survey. Enable Allow customer to modify rating if customers should be able to update their feedback later.

Notes / Tips

Create the survey page using the [wpsc_sf] shortcode before selecting it under Survey page.
Use Closed statuses to enable survey to control which closed statuses trigger the survey.
Enable Allow customer to modify rating if customers should be able to update their submitted feedback.

Add new rating

Pradeep Makone — Fri, 29 Jul 2022 10:19:44 +0000

Overview

The Add new rating setting allows you to create rating options for the Satisfaction Survey. You can customize the rating label, its appearance, and the confirmation message shown after submission.

Where to Find

Go to Support → Settings → Satisfaction Survey → Rating.

How It Works

Create a rating by defining its Name, Color & Background Color, and Confirmation Text. Customers will see the configured rating option when submitting the Satisfaction Survey.

Step-by-Step Guide

Go to Support → Settings → Satisfaction Survey → Rating.
Click Add New.
Enter the rating label in Name.
Select the Color & Background Color.
Enter the Confirmation Text shown after the Customer submits the rating.
Save the rating.

Options / Settings

Name
Enter the label for the rating option.

You can use text, numbers, and special characters.
Use a clear name that represents the rating.

Color & Background Color
Select the text color and background color for the rating label. These colors help distinguish different rating options in the Satisfaction Survey.

Confirmation Text
Enter the message displayed after a Customer submits the rating.

Use a thank-you message for positive ratings.
Use an appropriate message to acknowledge feedback for negative ratings.

Example

For a positive rating, you can set Name to Excellent and use Confirmation Text such as “Thank you for your feedback.”
For a negative rating, you can use Name as Poor and provide a message that acknowledges the Customer’s feedback.

Email templates

Pradeep Makone — Fri, 29 Jul 2022 10:20:08 +0000

Overview

The Email templates settings allow you to configure email notifications for Satisfaction Surveys. When a Ticket is closed by a Customer, Agent, or automatically, a survey email can be sent to the Customer.

Where to Find

Go to Support → Email Notifications → Satisfaction Survey.

How It Works

You can configure when the survey email is sent and customize its subject and content. The email can include a link that allows the Customer to submit their rating.

Step-by-Step Guide

Go to Support → Email Notifications → Satisfaction Survey.
Set the required Days after closing.
Enter the email Subject.
Customize the email Body.
Use the {{satisfaction_survey_links}} macro to add the survey link.
Save the changes.

Options / Settings

Title
Give desired title name to identify what the template contains.

Days after closing
Set the number of days after a Ticket is closed before the Satisfaction Survey email is sent to the Customer.

Subject
Enter the subject for the Satisfaction Survey email. Use a clear subject that helps the Customer understand the purpose of the email.

Body
Customize the content of the Satisfaction Survey email.

You can add your own message to explain the survey.
Use the {{satisfaction_survey_links}} macro to insert the survey page link.
The Customer can use the link to submit a rating for the Ticket.

Notes / Tips

Make sure the API key matches the selected AI provider.
If AI is not working, check the connection whether it is connected or not and verify the API key and the selected provider.
Choose a balanced Max Tokens value to maintain response quality while controlling API costs.

Example

Days after closing: 3
Subject: Please rate your support experience
Body: Thank you for contacting our support team. Please take a moment to rate your support experience. {{satisfaction_survey_links}}

Customer feedback

Pradeep Makone — Fri, 29 Jul 2022 10:20:38 +0000

Overview

The Customer Feedback page provides an overview of customer reviews received for Tickets. It helps you review the ratings and feedback provided for the support service or Agent.

Where to Find

Go to Support → Customer Feedback.

How It Works

The page displays customer feedback along with relevant Ticket and rating information. You can use the available filter to narrow the results based on ratings.

Information Available

The Customer Feedback page provides an overview of:

Ticket Number – Identifies the Ticket for which the feedback was submitted.
Rating – Shows the rating provided by the Customer.
Feedback – Displays the Customer’s comments about the service or Agent.

Filtering Customer Feedback

Use the filter available at the top of the page to filter customer feedback results by ratings.

Example

If you want to review only feedback with a specific rating, select the required rating from the filter. The page will display the matching customer feedback results.

Notes / Tips

Use the rating filter to quickly review feedback for specific ratings.
Review both Rating and Feedback to understand the Customer’s experience with the support service or Agent.