DaoDesk has functionality for measuring customer satisfaction with the quality of support service. To analyze the opinions left by customers, the analytics module uses two tools: ratings by employee and by request.
Each report includes a diagram showing the number of positive and negative reviews for a selected period of time, as well as a table with more detailed information by support specialists and requests, depending on the selected tool
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Agents feedback
This report displays the level of customer satisfaction by employee: the number of positive and negative feedbacks and satisfaction rate. It is also possible to go to the employee's requests to view, for example, the list of tickets where he/she received negative feedback and to familiarize with the reason for such feedback (user comments), and additionally work with the client to solve his/her issue and improve the quality and evaluation of services provided.
Requests feedback
Similar to the “Agents feedback report, this report displays the list of requests for the specified period in which any evaluation was left: positive or negative. Such parameters as Evaluation Date, Client, Source, Department, Evaluation itself + Comments will also be available.
How is the satisfaction rate calculated?
The calculation depends on the format of the score from the “Satisfaction Index” menu. For example, if you have a five-point rating, each of them will have a different “value”: 1 - 20%, 2 - 40%, 3 - 60%, 4 - 80,% 5 - 100%.
Suppose you have 4 applications with the following grades:
- Ticket #1: grade 3
- Ticket #2: grade 5
- Ticket #3: grade 5
- Ticket #4: grade 1
For them the coefficient calculation is as follows: (60 + 100 + 100 + 100 + 20) / 4 = 70%.
That is, we added up the “value” of all the scores and divided by the total number.
For a ten-point grade, the formula will be similar, and each additional point “costs” 10 points: 1 - 10%, 2 - 20%, 3 - 30%, etc.
For the positive/negative and positive/neutral/negative evaluation formats, only positive (100%) and negative (0%) evaluations have points. If a user leaves a neutral rating, it will not increase or decrease the satisfaction rate in any way.
Suppose you have 4 applications with the following scores:
- Ticket #1: neutral rating
- Ticket #2: positive rating (100)
- Ticket #3: negative rating (0)
- Ticket #4: negative rating (0)
For them the calculation of the coefficient is as follows: (100 + 0 + 0) / 3 = 34%.
That is, we added up the “value” of all the evaluations and divided by the total number. Neutral scores have no value, so they are not used in calculating the coefficient.