Satisfaction surveys

What it is for

When a case is closed, ContactRoll asks its customer one question by email: "How satisfied are you with the help you got?", scored from 1 (very unsatisfied) to 5 (very satisfied). The answer shows on the case and in the Support report, so you can see how each case and each member's cases went, in the customer's own words: a number.

It is on for every organization from the start. Whoever may change the organization's settings can switch it off.

When the email goes, and when it does not

• Fifteen minutes after the case is closed — however it was closed: by a member's status, by "Send and close", by a flow, through the API. ContactRoll sends it; the person who closed the case does nothing more.
• A case reopened within those fifteen minutes is not asked, and a later close starts the fifteen minutes again.
• One email a case, ever. A case closed, surveyed, reopened and closed again is not asked twice.
• It is not sent, and the case page says why, where:
  • nobody on the team replied on the case — a case closed without an answer of a person's (a duplicate, a test, an email that needed nothing) is not asked how the help went. A reply only a flow sent does not count;
  • the customer has no email address (a caller known only by their number);
  • the customer is sample data;
  • the customer's address is on your organization's suppression list — they unsubscribed from your email, their mail bounced, they reported a message, or somebody added the address by hand;
  • surveys were switched off before it went;
  • the case was reopened before it went;
  • the organization was closed or read-only when it was due;
  • the organization has no address to send from.

A satisfaction survey is not marketing: it is one message about the customer's own case, so ContactRoll does not ask for their marketing consent. It does honor an unsubscribe, for any reason.

What the customer receives

An email from your organization's own support address, with your organization's name beside it — the address your replies come from — titled "How did we do with your request? [#{number}]":

Hello {first name},

Your request "{subject}" (case #{number}) was closed. How satisfied are you with the help you got?

Choose a number, from 1 (very unsatisfied) to 5 (very satisfied):

1, very unsatisfied: {link} … 5, very satisfied: {link}

The link opens a page with your number chosen; press it there to send your answer. One answer is all we ask.

If you still need help, reply to this email and it goes back to the team.

Opening a link records nothing: an email scanner that follows every link in a message answers nothing. The page shows the question, "{organization} asks about case #{number}:", the five numbers with the one chosen in the email marked, and "You chose {n} in the email. Press {n} to send it, or choose another number." The customer's press is the answer, once: opened again, the page says "Thank you: your answer, {n}, is recorded." A reply to the email goes to the case, as a reply to any of your team's replies does, and reopens it.

What a member sees

On the case

Under the case's heading, for anybody who may see the case:

• "Satisfaction: {n} of 5, {very unsatisfied … very satisfied} · answered {day}", with a dot: green for 4 or 5, grey for 3, red for 1 or 2;
• before an answer: "Satisfaction survey sent {day}; no answer yet.";
• in the fifteen minutes: "A satisfaction survey goes to the customer {time}, unless the case is reopened first.";
• "No satisfaction survey: {why}." where it was not sent;
• "Satisfaction surveys are off for this organization." on a closed case while the switch is off.

The answer is also on the case's timeline and the customer's ("A survey · Rated case #{number} {n} of 5: satisfied (CSAT 4–5)"), where a segment's rule and a sequence's goal read it as they read any survey's answer.

In the Support report

Reports, Support has a Satisfaction panel: the surveys sent in the dates you chose, how many were answered (and the share), the average score of those answered, and how many said 4 or 5 — then the same for each member, by whom each case is assigned to. A survey counts in the dates it was sent, not the dates its case was closed or answered. The CSV file carries the same lines ("Satisfaction" and "Satisfaction by member").

Like everything else in the report, it counts only the cases the reader's role reaches: a member who sees only their own cases sees only their own cases' surveys.

Switching it on or off

On Settings, Support email (/settings/email), the Satisfaction survey panel says what the survey does, and holds one box: Email a satisfaction survey when a case is closed. Whoever may change the organization's settings ticks or unticks it; every other member sees it, unticked or ticked, and who changes it. Switching it off skips every survey not yet sent; switching it on again asks only the cases closed from then on.