Viewing Happiness Rating Score
To understand your customers better, you need to be attentive to them whenever you are in touch with them. Zoho Desk allows you to monitor your customers' happiness score from 3 specific areas:
- Ticket Details Page
- Contact List & Details Page
- Account List & Details Page
The ratings will help your agents to anticipate customers' happiness levels before they begin to provide support.
Ticket Details Page
You can view the overall happiness score of a requestor from the left panel below the requestor information. Also, click the score to view a breakup of the ratings for the current department and across all departments.
Contact List and Details Page
The contacts list page will display the overall happiness score (across departments) received from your customers. You can further drill down to view the spread of the ratings and their associated feedback in the contact's detail page.
To view the details:
- Open a Contact in its detail view.
- In the Contact Overview page, click either the Happiness Rating tab or the overall happiness score.
- In the Happiness Rating page, you can view the following:
- Overall happiness score and a break-up of positive, neutral and negative ratings.
- Feedback left by the customer along with contextual ticket data like ID, subject and agent details listed in chronological order. You can click on the Ticket ID to view its details.
Account List and Details Page
Similar to Contacts, the accounts list page will display the overall happiness score (across departments) received from your customer accounts. You can further drill down to view the spread of the ratings and their associated feedback in the account's detail page.
To view the details:
- Open an Account in its detail view.
- In the Account Overview page, click either the Happiness Rating tab or the overall happiness score.
- In the Happiness Rating page, you can view the following:
- Overall happiness score and a break-up of positive, neutral and negative ratings.
- Feedback left by the contacts in the customer account. The feedback will include contextual ticket data like ID, subject and agent details listed in chronological order.
You can click on the Ticket ID to view its details.
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