Customer Satisfaction

10 min

Feature Overview

The Customer Satisfaction (CSAT) tab provides insight into customer sentiment and service quality through survey responses and SLA performance measures.

Functionality Overview

Users can:

Review overall customer satisfaction scores.

Analyze SLA performance.

Investigate survey responses.

Track service quality trends.

Getting Started

Accessing the Feature

Open SHI One Service Report.

Select Customer Satisfaction.

Using Customer Satisfaction Tab (Step-by-Step Guides)

1. Reviewing Customer Satisfaction Metrics

Review average CSAT scores.

Compare scores by:

Account

Contract

Analyze customer sentiment trends.

Result: Customer satisfaction performance is visible at a glance.

2. Reviewing SLA Performance

Locate SLA performance metrics.

Review categories:

Good

Okay

Review SLA miss counts.

Result: SLA performance can be analyzed alongside customer sentiment.

3. Reviewing Survey Responses

Select a survey result.

Review response details and feedback.

Result: Customer feedback can be evaluated and discussed with stakeholders.

Use Cases & Scenarios

Primary Use Cases

Customer health reviews

Service quality monitoring

QBR preparation

Best Practices

Review CSAT trends regularly.

Evaluate customer feedback alongside SLA results.

Troubleshooting and FAQs

FAQs

Q: Can I review individual survey responses? A: Yes. Survey responses can be opened from the Customer Satisfaction report.

Key Terms Explained

CSAT Score: Customer satisfaction rating submitted through a survey.

Survey Response: Individual customer feedback submission.

SLA Miss: Request that failed to meet First Response SLA requirements.

Hierarchy or relationships (if applicable): Customer Satisfaction Tab > Survey Response > Feedback Details

OverviewOverview Tab

RequestsRequests Tab