OneLink and OneView includes automated Customer Satisfaction Surveys as an offering for Enterprise and Enterprise Plus Customers. Customer Satisfaction or CSAT is measured on a scale of 1-5. And only after an issue has been marked completed.
When an issue has been marked completed the user get's an email with 5 buttons from 1-5. Asking them how there experience rated on a scale of 1-5. They click the appropriate link and then are redirected to a success page in the HTML web application. At this point their rating has been logged but they can add an additional comment on the web page if they like.
If the CSAT module has been turned on then in the Metrics page you will see CSAT reflected there. You will have a new statistic that shows the average CSAT for the filters you have selected. You will also see a new graph that breaks the average CSAT scores up by their service request types.
Q: My users aren't getting CSAT surveys, and I don't see CSAT graphs in metrics page?
A: If you have OneView Enterprise and above please reach out to our customer success team to turn on the CSAT survey module.
Q: Currently I have very few CSAT surveys, is there a problem with deliverability?
A: Industry trends have CSAT survey responses typically in the 10% range. So a low response rate is expected. This data is still valuable as it shows trends, and general sentiment.
Q: Can I get CSAT for a specific team or group in my organization?
A: Using the filter bar at the top you can create custom views that allow you to see one organization's CSAT's by filtering to select report types.
Q: Can my organization change the CSAT Survey?
A: Currently we only offer a standardized CSAT survey following best practices in the Industry. We want to make sure language is neutral and doesn't color the citizens response to get accurate data.