Enable Satisfaction Surveys
Automated Satisfaction Surveys are available on the Plus Plan. To enable them, navigate to Settings > Email Channels.
On the Email Channels page, select the Satisfaction Surveys toggle to enable it. Then check the Satisfaction Survey Enabled box to confirm.
Select the delay in hours you want the system to wait before sending a survey to the customer's email address. You can also choose which conversation states are eligible to trigger a survey. For example, selecting Resolved will only send surveys after a conversation has been resolved.
Satisfaction Surveys are available in three template styles:
- Smiley faces
- Descriptive (satisfied, very satisfied, and so on)
- Stars (1 to 5)
The smiley face template is used by default. To change the template, navigate to Settings > Advanced > Survey Appearance.
Enable Satisfaction Surveys for Classic Chat
Classic Chat supports satisfaction surveys directly within the chatbox after a chat session ends. Customers can rate your support quality and leave additional feedback. Classic Chat satisfaction ratings and metrics are stored in Re:amaze Reporting.
To turn on satisfaction ratings for Classic Chat, you can go to Re:amaze Settings > Channels > Chat and Office Hours to enable it.
Customize survey's text
To customize the language used in your satisfaction survey, navigate to Brands > Text Customization and scroll down to the Satisfaction Surveys section.
Satisfaction Ratings Report
Collected satisfaction survey data can be reviewed in the Satisfaction Ratings Report. This report provides at-a-glance metrics including:
- Average ratings by month, week, and day
- Average ratings over the last 30 days, last month, last week, and yesterday
- Number of surveys sent, ratings received, and comments received
The report also shows your ratings distribution across Abysmal, Poor, Average, Good, and Great. Toward the bottom of the report you will find the latest comments and feedback customers have left on your survey.
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