The Customer Satisfaction Ratings are a great way to get feedback from your customers on how you're doing. It's one of our most highly utilized apps and it's easy to install.
To install the Customer Satisfaction Ratings, go into your Settings > Integrations (legacy) > Customer Satisfaction Ratings and click the Install button in the top right of the page.
How it Works
When enabled, the customer satisfaction ratings are automatically appended to the bottom of your message when you respond & close a conversation at the same time. When you respond to a conversation with open status, the ratings will not be included with the message.
Changing the Customer Satisfaction Ratings Language
If you need to change the language for your Custom Satisfaction Ratings, you can do so in the integration Settings. In the popup modal you'll have the option to choose one of our supported languages for your ratings from the dropdown menu.
What the Customer Sees
The customer satisfaction ratings will be appended to the bottom of your message when you send your reply to the customer with a closed status.
Clicking one of the ratings links will open up a new tab in the customer's browser. Here they can leave a comment to expand on their rating.
Viewing Your Customer Satisfaction Ratings
If you need to see or review your Customer Satisfaction Ratings, you can do so a few different ways.
One of the easiest way to keep tabs on your Customer Satisfaction Ratings is to send them directly to your inbox using our Email Notifications. Users can manage their email notifications under Settings > My Settings > Notifications by checking any of the boxes to be emailed when a customer rates a conversation. We'll email your ratings and rating comments as soon as we receive them from the customer.
If your team is using the Slack integration, you can opt to receive notifications for customer satisfaction ratings and take quick action as the ratings are delivered realtime.
Search Rated Conversations in Groove
We support a couple of different search options when it comes to customer satisfaction ratings.
- See all rated conversations rating:any in the search bar.
- See specific rating types using rating:awesome, rating:ok, or rating: bad.
- See rated conversations for a specific user by combining rating:any and assignee:user.
View your Happiness Report
When you have the Customer Satisfaction Ratings integration installed, your stats are available under Reports > Inbox > Happiness. Here you can see your happiness overview, the breakdown by type of rating, and a list of the recently rated conversations. You can also dig deeper into each individual user's ratings.