We will evaluate Customer Satisfaction when resolving tickets for L1.
Who will it be sent to?
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The CSAT survey will only be sent to merchants, not for internal requests such as xxx@paystand.com requesters.
How does it work?
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The CSAT Survey is sent 8 business hours after the ticket has been solved.
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The ticket needs to have public end-user comments (at least one)
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Only tickets assigned to an L1 agent will be surveyed.
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The NPS question in the survey would be asked only every 30 days after the last time it was asked, this is to avoid confusion or discomfort from regular ticket requesters.
What does it look like?
- CSAT surveys will look like this CSAT Survey
How does the CSAT score work?
- The minimum score for a good satisfaction rating in Zendesk is 7.