Agent Wranglers

SUP-38Recommended

Ask one satisfaction question after each resolved ticket

Ask one rating question and one optional comment after a ticket is solved, at most once per customer per 30 days. Report the score with its response rate and read every low score.

By Agent Wranglers. Updated .

How to do it

A survey with ten questions gets answers only from the angriest customers. Ask "How satisfied are you with the help you got?" on a 1 to 5 scale. Send it from the ticket, never as marketing, and with no other content, so no marketing consent is needed. Marketing rules are in Ask before any marketing message. Report the share of 4 and 5 answers and the number of answers. A lead reads each 1 or 2 within two business days and replies when the customer left a comment.

How to check

Close two test tickets for one customer within a week. Only the first sends a survey. The weekly report shows the score and the response rate, and every 1 or 2 score in it has a lead's note.

For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/customer-support/measuring-support/satisfaction-survey">Agent Wranglers customer support playbook</a>. In code you write, add a comment next to it with the same link.