Thumbs-up/ thumbs-down feedback provides you with an overall measure of how successful your customer service is, which you can view through the customer satisfaction module in the reporting dashboard.
The after-sales care portal also allows customers to provide feedback in the form of text. Listening to customers allows you to work out where you might be falling flat or recognise whether you are having repeat issues with certain employees.
Once you are aware of what your customers like and don't like about their interactions with your business, you can use this information to implement changes that grow your customer satisfaction.
Listen to your customers
Once your sales process is fully complete with a customer and they have paid their final invoice, you can send them a request for feedback. They can either give you a thumbs up or a thumbs down and will also have the option to include a text response. Get a glowing review? Share it with the engineer and let them know they’re doing a good job. Receive a complaint? See what you can do to address it, fix your customer relationship, and implement changes to avoid it happening again.
Track customer satisfaction
A rolling measurement of customer satisfaction is viewable within the reporting dashboard. This is a percentage based on the number of positive and negative responses you have received from customers and provides a simple way to see how happy your customers are with your work. A record of each customer’s feedback is also saved to the related job, for your records.
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